Term Paper on "Information Systems Integration of Emerging Computer"

Term Paper 5 pages (1347 words) Sources: 1+

[EXCERPT] . . . .

Information Systems

Integration of Emerging Computer and Internet Technologies: The Information Systems of Today's Virtual Organizations

Today's leading business organizations are characterized by, primarily, their flexibility to provide products and services through their brick-and-mortar and virtual stores/offices. That is, a business's survival depends mainly on the accessibility of the products or service that it offers, and this only becomes possible when the business is able to reach its consumers through the traditional media and/or the Internet. Indeed, Internet and technologies related to it have become rampant and necessary, that the creation and development of further technologies is encouraged, to widen the scope of accessibility and reach to the business's target market.

Because of the increased use of Internet- and computer-mediated technologies, information systems in business organizations are now developed to center on two important requirements: that technologies must be consumer-oriented, and that these technologies can be integrated -- that is, technologies that complement each other to make the information system more efficient.

This paper discusses recent technologies that have been developed in the past year, which demonstrates the consumer-centric and integrated systems approach adapted by virtual organizations today. The choice for these five (5) emerging technologies/technological ideas is based on these two criteria (i.e., consumer-centric and integrative with other technologies), and are enumerated as follows: (1) the technological idea of co-opetition; (2) it intelligence 'correlative' to customer service; (3) integrated client management systems; (4) identity management; and (5) anti-phishing service.

The first technology discussed is actually a technological idea, an idea that has influenced the integrative nature of emergent technologies developed today. Termed as "co-opetition," this technological idea is coined by Adam Brandenburger and Barry Nalebuff, referring to the creation and development of technologies that, instead of competing with each other, are actually complements of each other. Using the simple hardware-software complement as an example, Brandenburger and Nalebuff explicated that co-opetition is when "[a] complement to one product or service is any other product or service that makes the first one more attractive."

Discussing first the idea of co-opetition is essential, since the remaining four technologies discussed in this paper actually embody the thought expressed by the idea of co-opetition. Co-opetition is more than just a relational description between products or services; it extends towards one-to-one relationship to include other relations or many-to-one relations among products or services, until these products or services create an integrated system that makes work and operations easier, faster, more productive, and more efficient.

Co-opetition, despite its being a technological idea and not technology per se, is considered one of the most important developments in virtual organizations, business or otherwise. Further development of co-opetition primarily resulted to integrated systems technology, benefiting both the organization and its end-users (usually the consumers).

Tracing its development from the concept of co-opetition, the development of contact center applications and management is the result of the increasing complexity that organizations encounter as they seek to improve and provide excellent 24-hour customer service. Contact or call centers have become a requirement for virtual organizations, since it helps organizations maintain and troubleshoot any glitch or problems in the product or service that they provide to their clients or consumers. An example of contact center management as an imperative tool among virtual organizations is demonstrated by the Canadian Imperial Bank of Commerce (CIBC). CIBC felt the need to use contact center applications and management after encountering glitches in its automatic call distribution (ACD) and interactive voice response (IVC) systems (Dubie, 2005). In fact, contact center applications and management are not only used in banking, but by technology companies as well, driven by their need to know any problems with the software or hardware they manufactured for their clients/consumers.

Apart from contact center applications and management, another emergent technology that has existed for years, yet becoming more rampant and recognized nowadays, are client management wares and tools. Client management tools is a collective term used to describe the tools or products that enable technology companies to integrate the systems of an organization, thereby allowing it to make… READ MORE

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