Companies must keep all employees in touch, inside and outside the contact centre, with cloud based immersive collaboration tools.
Nowadays companies face a new challenge: how to deal with new ways of working. New technology trends have changed the way organisations deliver value to the customer. Customer communication options are continuously expanding, as are their expectations. Organisations need to create experiences that are meaningful both for customers and for their employees.
For the employee, the digital workplace is already a reality. Employees expect to be able to work in an integrated way from anywhere, whenever they want.
Based on a study by Frost & Sullivan, almost half of SMEs (47%) have, over the next two years, as their main technology investment priority, the strengthening of their digital channels to optimise employee productivity and business processes. This study also highlights that it is only through the adoption of advanced technologies that organisations can increase their agility and resilience, where the importance of the Cloud stands out in this context. On the other hand, the same survey states that, for 35% of companies, one of the most important challenges of the moment is enabling remote access for employees to data and applications.
The role of the cloud
In this sense, investment in cloud technology is important for companies. To thrive, organisations must adopt a customer centred culture, so that all employees, regardless of their position or location, are committed to enhancing a customer experience that raises their satisfaction.
A cloud based Contact Centre and unified communications applications enable organisations to embrace this culture, allowing employees to easily communicate with subject matter experts, whether located in the backoffice, the warehouse, a branch office or with an employee teleworking.
The next step is the implementation of virtual agents with artificial intelligence (AI) that make it possible to provide a customer service 24 hours a day, 7 days a week. Migration to the Cloud allows organisations to be prepared for the future, being a major driver of business transformation and the future of work, saving costs and rapidly implementing new functions and capabilities.
Opinion article by Nuno Duarte, PreSales Consultant at CPCECHO, published in ComputerWorld.