Ricoh recognized by Gartner® in March 2023 Magic Quadrant™ for Outsourced Digital Workplace Services

In 2023, many workforces remain dispersed, and workplaces continue to evolve.

Keeping employees engaged, connected, collaborating, and productive remains a top priority for organizations. Information and data must be available from anywhere. Equally important – maybe more so – it must be secured.

To support this new workplace, many companies have turned to Managed Workplace Services partners to help deliver the technology and support needed to keep employees productive and business moving.

Engagement with Managed Workplace Services through Outsourced Digital Workplace Services may have accelerated since 2020, but businesses have been moving in that direction for years.

What are Outsourced Digital Workplace Services (ODWS)?

Gartner states that:

“The main goal of ODWS is to provide integrated and ubiquitous digital workplace (DW) services to employees to increase their engagement, productivity and digital dexterity in support of the organization’s digital business strategy.”

What does ODWS include?

Gartner defines “Outsourced Digital Workplace Services” to include (cited from Magic Quadrant for Outsourced Digital Workplace Services):

• “Remote support to end users (formerly service desk)

• End-user device support (formerly field service support); includes support for desktops, laptops, mobile devices, ODWS Internet of Things (IoT), peripheral vending, smart lockers, support kiosks and augmented reality (AR)-based support

• PC provisioning for both physical and virtual devices (PC as a service [PCaaS], desktop as a service [DaaS] and virtual desktop infrastructure [VDI])

• User experience (UX)-centric services and experience-level agreements (XLAs)

• Use of self-healing analytics and artificial intelligence (AI)-based automation

• Services to transform the experience of users and enhance business outcomes”

The digital workspace continues to evolve

The demands of a distributed workforce have forced companies into new ways of doing business.

Employees working remotely or in hybrid environments have shown that location has little or no impact on productivity than what was previously imagined.

Many employees enjoy the greater flexibility of remote or hybrid work, especially as it allows for balancing work and personal needs.

These factors and more have contributed to businesses reimagining their operations.

Outsourced services – some of which may have been engaged during the height of remote working in 2020 and 2021 – remains one of the biggest changes. These services give organizations the flexibility and agility they need to meet the needs of hybrid workplaces as well as positioning for business continuity in the event of another major disruption be it local or global.

Highlights of our Outsourced Digital Workplace Services offering

Our Managed Workplace Services offerings continue to grow and expand. Key highlights of our offerings remain:

• Service automation. Easy access to support and a fast response are essential for quality service delivery. At Ricoh, agile development methodologies, customer feedback and a co-innovation framework play important roles in the evolution of digital process automation and self-service portals to deliver customer service. We’re also leveraging AIOps as part of our strategy – applying advanced analytics, in the form of machine learning (ML) and artificial intelligence (AI), towards automating operations.

• Scalability. Whether it is our data capture and conversion services, claims management or intelligent mail delivery available through the Intelligent Business Platform; IT services; mailroom services; or any of our other managed services, our customers get enterprise-level technology and services without the heavy investment in infrastructure. This makes it easy to scale the exact services as needs evolve.  

• Cloud solutions. Cloud hosting solutions connect your people wherever they are working without requiring more staff time for infrastructure management. A deep stack of cybersecurity services provide additional data protection and support business continuity and disaster recovery initiatives. We’re also using Cloud Orchestration platforms to manage connections and operations of workloads on private and public clouds, and to embed automated tasks and processes into a workflow that enables core business functions. 

For more information, please view and read the March 2023 Gartner® Magic Quadrant™ Outsourced Digital Workplace Services report.

More importantly though, as organizations of all sizes across all industries continue to adapt to our changing business environment, our services will continue to expand and evolve as our customers share with us their changing digital services needs.

What is a Gartner® Magic Quadrant?

Gartner says of the Gartner Magic Quadrant:

"A Gartner®Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s competitors.”

“By applying a graphical treatment and a uniform set of evaluation criteria, a Magic Quadrant helps you quickly ascertain how well technology providers are executing their stated visions and how well they are performing against Gartner’s market view.”

Additional recognitions aligned to our Managed Workplace Services

Managed workplace services include many different elements. Several of these have earned individual recognitions over the last year.

Ricoh wins "Best Cloud Infrastructure" in 10th Annual Cloud Awards Program

Ricoh Recognized on CRN's 2022 MSP 500 List

Ricoh USA, Inc. A Finalist in 2021-22 Cloud Awards

Ricoh USA, Inc. Named to ChannelE2E's Top 250 Public Cloud MSPs List for 2021

For more information about the digital workplace…

Based on current trends, Outsourced Digital Workplace Services will become a significant factor in how organizations implement their digital workplaces. Helping companies develop, implement, and evolve their digital workplaces has been a consistent part of our digital services offerings for many years.

Read more about the digital workplace.

Footnotes

Gartner, Magic Quadrant for Outsourced Digital Workplace Services, Daniel Barros, DD Mishra, Biswajit Maity, Karl Rosander, 13 March 2023.

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