Social software enjoying string of innovations: Gartner
The China Post news staffTAIPEI, Taiwan -- Gartner, Inc. said collaborative customer interfaces, social co-browsing, mobile virtual worlds and social TV are just a few of the innovations on the rise in its 2013 Hype Cycle for Social Software, according to a Gartner press release. The adoption and use of social technologies, techniques and capabilities have increased to meet business demands. Their progress goes hand in hand with growing business expectations for their use, said Gartner.
September 18, 2013, 12:11 am TWN
“IT leaders must keep abreast of this evolving sector in order to take advantage of social capabilities and understand the implications that social software developments have for related technologies,” said Jeffrey Mann, research vice president at Gartner. “As social technologies mature and organizations improve their understanding of how to apply them, they will be found in more and more situations. Increasingly, social technologies are not implemented on a stand-alone basis, but are tightly integrated within a variety of other technologies, including business, IT operations, unified communications and collaboration applications.”
Vendors are increasingly adopting a “wrap-around” approach, in which social capabilities are not things one buys in themselves, but are included as part of something else. This trend is particularly prevalent with HR management, customer relationship management and other business application vendors.
The social software market's landscape continues to evolve rapidly in response to hype, greater visibility and, more importantly, demand from organizations for advanced and secure solutions. As some technologies become well-understood and advance toward the Slope of Enlightenment, newer technologies are rising along the Hype Cycle at the Innovation Trigger. In 2013, these include:
Collaborative Customer Interfaces
A collaborative customer interface enables a customer service agent and a customer to share, simultaneously, the live version of the same business application. This requires the organization to redesign the graphical user interface (GUI) and the underlying technologies to dynamically generate personalized interfaces. As a result, in industries such as financial services, travel and B2B customer support, businesses will be able to offer highly personalized customer experiences, as well as a feeling of participation by the customers in the resolution of their issues.