One of the most important considerations for businesses, as they strive to squeeze out efficiencies and become more competitive, is understanding that to be truly relevant and appealing for customers and staff, they need an intelligent business communications platform. This implies the ability to adapt and react based on real-time insights.
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With South Africa now being the third-most targeted country worldwide in terms of cyber attacks, it is becoming critical that local companies be more guarded, take better precautions against threats, educate their staff, and even look to service providers that have security measures in place to safeguard them from malicious actors.
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With the drive toward remote working leaving organisations looking for the ideal unified communications tool to suit their requirements, it can be quite easy to be swayed by slick graphics and interesting features. However, there is far more to this than meets the eye, and the focus should instead be on whether stability forms the foundation of a service, before it is improved upon through continuous innovation.
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Today, people are using multiple channels of communication to interact – be it customers engaging with brands or for internal organisational use – and being able to synchronise these different modes of communication is becoming crucial to ensuring a seamless and pleasant user experience across all touch points.
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The proliferation of channels used by businesses to engage and interact with customers and other stakeholders has resulted in a much fragmented communications landscape leading to a loss of transparency, a lack of contextual history to assist in query resolution and an overall degraded experience for the customer.
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One of the most important considerations for businesses, as they strive to squeeze out efficiencies and become more competitive, is understanding that to be truly relevant and appealing for customers and staff, they need an intelligent business communications platform. This implies the ability to adapt and react based on real-time insights.
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As businesses across sectors consider various new modes of work to drive business performance, there is an increasing urgency to streamline and optimise communication channels – for both internal and external functions. Without a doubt, the health and economic crises of recent months has accelerated corporate transitions into Cloud environments and placed collaboration tools such as video conferencing and instant chats at the forefront of daily business.
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With many organisations shifting to a distributed (remote) workforce model, the sales function will arguably become even more imperative in creating and maintaining high-quality customer relationships. Increasingly, these relationships rely on digital tools and a rigorous, data-driven approach to enable quality conversations with potential and existing customers – and allow for real-time responses to every customer interaction.
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While remote working has been talked about for many a year, the forced changes brought about this year has shown that this is not just a vision, but an actual possibility across several industry sectors. At a recent conference in New York, Bill Gates said he envisioned a future where over 50% of business travel and over 30% of days spent in the office would go away, with organisations rather turning to digital communication and collaboration tools to save costs and improve efficiency.
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With the enforcement of POPIA looming, a growing number of businesses are looking to digital solutions in order to achieve regulatory compliant call recording. Having this information stored safely and securely is just the start however, as the cloud now opens up the possibility of greater insights and analysis that businesses need to optimise their processes.
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