PARADIES Lagardere Travel Retail

Malcolm D’Souza

The concept of the Smart Office, or more aptly, the “Connected Office,” has been around for some time. Companies have been testing and using technology focused primarily on transcontinental connectivity for many years. Network technology providers like CISCO and others saw implementations of their teleconferencing solutions, such as Telepresence and other similar technologies, by those who could afford those solutions. Yes, more personal technologies were available, like Zoom, WebEx, and Ring Central, but those did not see the broad-based adoption like we do today. The onset of COVID-19, however, accelerated the evolution of the technology to what it is today.

Today, teleconferencing technologies have become mainstream and accessible to more people than the older technologies ever would be. The ability to connect humans virtually is not a luxury or convenience but a necessity. Think about it! Users expect the “office” to be equipped to allow for a seamless and stable experience. A lack of this capability is frowned upon and tends to foster a perception of mediocrity. Users expect to be able to connect to anyone, anywhere, and at any time.

" The smart office is no longer contained in the brick-and-mortar building. Technology advancement has broken all physical boundaries, essentially making the world the “office,” and will continue to evolve further in this space. "

In my experience, the success of the Smart Office is dependent on several factors: technology, cost, as well as the acceptance of and adaptability by the end users. The systems and platforms must be easy to use. Systems that boast a lot of capability but are difficult to use will fall to the wayside due to a lack of adoption. Users expect to be able to access and connect instantly, just like the expectation you have when you sit in your car and expect it to start on the first attempt. In addition, organizations must consider if they have the necessary skills to implement and provide ongoing support. 

Stability and reliability are other key factors. How often have you rushed to a video teleconference expecting to hit the Connect button, and nothing happened? The system begins to apply updates, or you see and hear the other participants, but they can’t hear you. How frustrating is that?? Frequent disruption will erode users’ confidence in the technology provided, causing them to seek their own solutions. Implementation of any of the technologies available in the market, and there are many, needs to be done thoughtfully and meticulously. The hoteling of office space requires IT organizations to capitalize on opportunities to standardize hardware to ensure seamless connectivity between office spaces.

IT organizations also must consider the total cost of ownership of systems when selecting solutions. SaaS offerings, while relatively easier to maintain compared to on-premise implementations, are not always the cheapest in the long run. Then, the forced system upgrades tend to impact the end-user experience. In my opinion, there is no one-size-fits-all. Companies must be clear in their requirements and select what is best for them. In most cases, desktop-based solutions, like Teams, Zoom, WebEx, etc., will suffice. However, other solutions may be more appropriate for larger settings like company town halls or large meetings.

In my opinion, the smart office is no longer contained in the brick-and-mortar building. Technology advancement has broken all physical boundaries, essentially making the world the “office,” and will continue to evolve further in this space. One can only imagine what opportunities and capabilities artificial intelligence will bring. But that’s a story for another day.

The views and opinions expressed are solely those of the author and do not represent those of any company or entity.