Businesses cannot afford to stand still if they want to maintain their competitive advantage. Today’s success stories can suddenly become tomorrow’s has-beens if they fail to evolve. That’s why the cloud is so compelling – it provides companies with an ideal platform for change, not just at the operational level but also when it comes to strategy and decision-making.
A high-quality customer experience has always been important for contact centers, but today it is one of your company’s greatest differentiators.
People interact with contact centers through a growing range of channels – phone, email, chatbots, and social media, to name a few – and expect the same standard of service across all these platforms. They also have less patience than ever. According to research from Hubspot, 90% of people say it’s important that they receive an “immediate” response when reaching out to customer service.
After a wave of adoption for cloud-based UC among small and medium businesses, large enterprises are embracing change themselves and ramping up investment in Unified Communications as a Service (UCaaS). Synergy Research Group found that the number of enterprises using UCaaS rose by 57% in 2018. Meanwhile, Gartner recently predicted that 90% of IT leaders will no longer purchase their UC systems on premise.
The advantages of the cloud are hard to ignore, especially with so much noise being made around the technology these days. It’s not just cloud companies generating all this hype either – early adopters have reported lower costs, easier maintenance, and greater agility, to name just a few benefits.
In today’s business environment, one thing is certain: all companies need to get the most out of their investments. And that includes investments made in technology. What happens when the time and resources required to manage your technology precludes you from progressing and getting value from your investments?
It’s a question that many companies face, and previously, not one that was easily answered.
But to get to the answer, we need to start with the problem. And without a doubt, one of the biggest problems facing businesses I speak with is finding the time to invest in and get the most out of their Unified Communications (UC) solutions. Why? They simply don’t have the staff or the bandwidth to turn on the full functionality of these vast systems. The multiple daily tasks that need to be done in order to keep things up and running prevent their highly trained/certified resources from delivering more value from their technology investments. Sound familiar?