IT Support - a New Industry All Together

Chitra Mishra, Special EditorWith chatbots, artificial intelligence (AI) and other forms of automation sweeping and taking over every discussion panel while mixed talks about the shifting role of support; the question about the future of this space became both relevant and timely. It's a challenging time for the industry. Futuristic AI-powered technologies are mesmerizing us with utopian promises of systems that can anticipate our every need. But at the same time, not realizing and fueled by this promise, we are gradually becoming increasingly intolerant of antiquated, unintuitive systems and the script reading call center agents that support them. Let alone, the underwhelming experiences when the tickets are raised and
forgotten, only to be asked every time the grieving customer calls a second time for a resolution.

One picture is clear as crystal C suites are facing a fairly comfortable business workflow. New technologies like Cloud computing, Big Data, Mobility and In-memory computing are redefining the way IT industry serves the business. A major transformation was fuelled by business applications. For the IT support & services industry, it means a shift from system integration to services integration and from a people led and technology assisted approach to one that is technologyled and people assisted. In other words, most standard tasks and processes will be executed by increasingly autonomic systems that are data-driven, cognitive, and automated.

The global sourcing market in India continues to grow at a higher pace compared to the IT-BPM industry. India is the leading sourcing destination across the world, accounting for approximately 55 per cent market share of the USD 185-190 billion global services sourcing business in 2017-18. Indian IT & ITeS companies have set up over 1,000 global delivery centres in about 80 countries across the world. India has become the digital capabilities hub of the world with around 75 per cent of global digital talent present in the country.

At this juncture, we at SI tech thought we should bring together the 10 Most Promising Tech Support companies that have made a great difference in the technology intake of many tier-1 and tier-2 enterprises and I certainly hope these vendors will do the same for your business too.
Let us know what you think.