Organizations continue to make progress with their digital transformation initiatives as they look to take full advantage of technology to become more innovative, create new revenue streams, and improve business processes and models. The goal isn’t just to migrate away from legacy tools, but to adopt new technology in a highly strategic way with a focus on producing the best possible business outcomes. Rather than resisting change as most organizations historically have, digital transformation is about embracing change and adapting to a dynamic business landscape.
This mindset is driving adoption of unified communications (UC) as organizations seek to eliminate barriers to communication that get in the way of change and progress. UC brings together all communications channels – voice, video, email, text, instant message, presence and collaboration apps – in a single, unified platform. Grand View Research estimates the UC market will grow at an annual rate of 16.8 percent and surpass $143 billion by 2024.
Digital transformation is complex and difficult to implement, but the right UC platform enables employees to keep projects moving forward without bouncing around to different communication platforms. We live in an age in which employees and customers have different communication preferences. UC keeps everyone connected regardless of where they are and which device or application they’re using. As long as they have valid user credentials, they can access all communications services through a single interface, which makes it easier to embrace new ways of working and collaborating.
Of course, the alignment between digital transformation and UC goes beyond the ability to access all communications channels and other resources from any location and device. Although the elimination of traditional communication silos is a critical step, the greater value of UC lies in its ability to unify the organization across all departments.
Businesses are rethinking business processes, and using automation and artificial intelligence (AI) to not only simplify the execution of routine tasks, but to drive product development and customer experience strategies. The value of these technologies is maximized when machines can communicate with humans and humans with each other. This requires a consistent experience across all devices and networks and the ability to seamlessly collaborate with both internal and external users.
In addition to increasing business efficiency, UC can deliver greater employee engagement, increased customer satisfaction and higher revenues. In the area of customer service, for example, automation and AI have created more self-service capabilities while improving the speed and efficiency of customer interactions. However, human intervention is still required for most inquiries. UC enables cross-departmental collaboration, allowing contact center agents to bring in subject-matter experts to quickly resolve customer issues and improve contact center performance rates.
IPC offers consulting services to help organizations plan and execute their digital transformation strategies and implement or upgrade UC solutions. We can guide you through every phase of the process – design, engineering, configuration, integration, deployment and management. Let us help you take full advantage of your technology investments and implement a UC solution that enables the collaboration and innovation you need to drive your business forward.