Ecosystm VendorSphere: ZaaP! – New Infrastructural Norm?

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Authored by Alea Fairchild and Audrey William

Video conferencing company Zoom hosted its virtual Zoomtopia user conference lasts week. Given the attention the company has received as the de-facto standard video communication service for the many stranded work-from-home folks, Zoom has been using the event to launch a number of new products. This includes bringing into general availability its OnZoom events platform and marketplace, and introducing Zapps which brings apps from other providers into the Zoom experience.

ZaaP!

In this age of work-from-home connectivity, we are all asked to multi-platform depending on customer preference, company standards and choice of scale-out from a licensing perspective. But will video-led unified communications help position Zoom to be the infrastructure platform of choice of the workforce? Will Zoom as a Platform (ZaaP!) become a well-used phrase to discuss unified collaboration infrastructures?

The agenda of Zoomtopia, covering healthcare, government, financial services, sales engagement, blending learning in education, mindfulness, CSR, and a whole gambit of other vertical topics, demonstrates a virtual play to highlight use cases where other platforms have focused on the horizontal aspect of productivity.

If you compare Microsoft’s horizontal approach with Cisco’s networking approach, both come from places of productivity.  Zoom, being video-led and UC oriented, comes from a place of communication and collaboration.  Is collaboration now the real driver for the future of work?

Zoom connects the dots with these two product introductions. Zapps is designed to link productivity tools directly into the Zoom experience for user access to multiple applications from the platform. OnZoom allows hosts to run one-time events or event series with up to 100 or 1,000 attendees (depending on their license) and sell tickets for them. Zoom is also integrating the ability to receive donations through events via Pledgeling. Think a combination of EventBrite meeting GoFundMe meeting Facebook Events.

Zooming Ahead

With the wide variety of activities during this social distancing period around the world that have been Zoom-powered, familiarity leads to experimentation and early adoption.

Without using the word ‘portal’ – Zoom as a Platform (ZaaP!) enforces the drive for a main infrastructure for live interaction via video as the main means of communication over written material or pre-recorded media materials. And many of us are video-led, more than ever.

Zoom is scaling rapidly. When it started out many years ago, they were known as a company that offered video sessions for free and everyone was wondering who this new kid on the block was. In a span of a few years, they have become a powerhouse.

The announcement of  OnZoom is something that marketeers will take note of. Many marketeers are Zoom users but could be using other platforms for hosting events. The solution will have in-built tools for selling tickets, scheduling, gifting tickets, promotional activities, etc. Zoom is thinking about video and layering that with added functionality to run a large-scale event. You can see them going into using AI to churn out rich analytics on attendees, attendance rates, effectiveness of campaigns and so on. All of a sudden it is about hosting an event with in-built rich features plus analytics so events can be run better. They are reaching a new audience and making it a fully built all-purpose solution for event organisers and marketeers.

Security Front and Centre

Ecosystm research shows that security has been a key component in organisation’s COVID-19 responses – and rightly so (Figure 1).

Organisations key measures during COVID-19

While Zoom received some negative publicity this year around security, they were quick to admit the issues and made incremental changes in the subsequent months including an acquisition. With E2EE, no third party including Zoom is provided with access to the meeting’s private keys. Zoom’s E2EE ensures that communication between meeting participants using Zoom applications is encrypted using cryptographic keys known only to the devices of those participants. Zoom is starting to penetrate larger accounts and the security aspect is important as it is the top of the mind discussion for every business leader.

Ecosystm Comments

With the hybrid work model evolving between home and work, and work patterns changing, one thing that is going to stay is the use of video and collaboration tools and it is only going to accelerate (Figure 2).

Organisations to accelerate Cloud collaboration use in 2021

What Zoom is doing well is how they take workflows and APIs seriously, making productivity flow into UC and UX, and not the other way around.

With longer work hours becoming a norm, growing instances of emotional stress and mental fatigue, UX becomes paramount. Knowledge workers want to seamlessly move between workflows and still find the experience simple and not tiring. Zoom is building on that vision as a platform enabler and infrastructure provider.


More insights on the impact of the COVID-19 pandemic and technology areas that will see transformation post COVID, as organisations get into the recovery phase, can be found in the Ecosystm Digital Priorities in the New Normal Study
Ecosystm COVID-19 Research Data

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It’s Time For End User Computing To Take Centre Stage

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5/5 (1) For most companies, End-User Computing (EUC) is considered an expense to the business. EUC strategies are typically exercises in cutting costs – with often not much more than lip service given to the needs of employees (or employee personas). I know – I help companies write these strategies, and the costing component is always the piece that gets the strategy over the line.

But the winds are changing. Employee Experience (EX) is taking off as a serious business initiative. For example:

  • Edmunds.com wrapped the traditional Facilities and Human Resources functions into a combined WEE Team which represents Workplace and Employment Experience. They engaged in a campaign to rid the company of the term “Human Resources”
  • Airbnb has a dedicated team to “drive the company’s health and happiness”
  • Nitro has “turned old-school HR on its head and instead created Employee Experience (EX)

In our upcoming CX research, the early data is showing that EX is the number two initiative for businesses across the globe in 2019. And for information workers, the technology that sits in front of them is a HUGE component of their experience – and their ability to get and stay productive.

Productivity Should Be The Focus Of Our EUC Strategies

Smart businesses understand that. They allow employees to choose (or bring) the devices that they need to remain productive. While desktop PCs might not be making a comeback, they are increasingly being adopted as an alternative to the “laptop as one device” strategy that many businesses embrace. Sometimes a powerful computer with a big screen (or multiple screens) is what people need to get the job done. Other times a small form factor desktop is perfect. Employees may need tablets or smartphones. And other times they need regular laptops, convertibles, or 4G connected laptops. Smart businesses also focus on seamless security – knowing that security is a key enabler of productivity. We are seeing that “The best, most secure device for the job” is taking off as a EUC hardware strategy in businesses that are striving to build a productive and enjoyable employee experience. This helps them to keep employees productive and will help them attract and retain the best talent.

And EUC goes beyond the device to the entire user experience

Collaboration initiatives often disappoint. Limited adoption, and limited interoperability between applications limits effectiveness. There is often a disconnection between the collaboration system and how it helps employees hit their goals. Microsoft is currently rebooting its collaboration strategy – and has created a more modern system that more closely mimics the processes of a typical information worker (Teams).  Slack is also taking the world by storm – as it is a collaboration tool that helps people the way they work today – it doesn’t require any training.

IT Operations

IT Operations professionals need to take a fresh look at EUC – but this time within the context of the other initiatives in your business. Do you already have a team focusing on EX? Are there initiatives you can help with – or piggyback on? There is real academic research proving the link between happiness and productivity – or the “state of flow”.  IT holds the key to productivity – and therefore happiness – for information workers in particular – it’s time to step up and put employee experience and productivity – not costs – at the centre of our IT end-user computing strategies.

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