The technology commonly leveraged by the general public has undergone an intense evolution within the last decade. The capabilities and expectations possessed by the users of mobile devices have changed dramatically – and seemingly overnight. Where once there was a business world restricted from procuring new telecom assets by funding and a lack of skills, there is now a workforce that comes already equipped with the right tools to handle present-day demands.
One area of enterprise that has been particularly impacted by these developments is the contact center. Key decision-makers have two parties that are demanding advanced telecom tools – employees and customers. Consumers expect to be able to use multiple channels of communication when reaching out to help desk representatives, and the employees on the other end have to not only meet these needs but to be able to do so from wherever they choose. According to No Jitter contributors Mark Allen and Mark Minorik, satiating these requirements is something that many companies have already looked into accomplishing, with new technologies being leveraged every day in the quest toward improved operations and satisfaction.
"Whereas contact centers were once thought of as a means of providing essential customer service, modern day centers now deploy end-to-end solutions that integrate voice, email and social media channels to provide what today's customer expects: an excellent customer experience," Allen and Minorik wrote.
Mobile tech and the cloud have irreversibly altered how both work and communications are perceived and treated. With so many sweeping changes in how people connect with one another, there is an incredible need for organizations to update their networks for the 21st century – if nowhere else, than in the contact center. The kind of flexibility that can be unlocked with modern telecom solutions is one that is becoming increasingly essential to retaining a competitive edge in overcrowded markets.
Unified Communications Sales Projections Are Soaring
More enterprises are starting to view unified communications as a service as an essential part of displaying a relevant image to customers and employees alike. Understandably so, the market for these tools is growing by leaps and bounds. According to a recent MarketsandMarkets report, the current value of the global unified communications as a service market will grow by 12.2 percent annually until 2019, when its worth will reach $23.34 billion as compared to the present value of $13.10 billion.
This is symbolic of an incredible sea change that is already permeating through entities in countless fields. Those who are paying attention to these developments are observing a cultural force at work.
An Investment, Not An Expense
While the path that needs to be taken might seem clear, there are still some holdouts that do not have any intention to upgrade their systems. Much of this has to do with the perceived cost of transitioning. While it is true that there will be prices attached to many of the services and hardware that might need to be initially obtained, the act of procuring these things has to be addressed with the future in mind. Chances are, there are plenty of competing organizations that are already making the moves that they need to – and experiencing the benefits as a result.
Additionally, cloud communications are more cost-effective to own and operate. So while payment is required to actually gain the access that they need, businesses will actually be paying less in the long-run than they would be by relying on traditional infrastructures. When examined through this perspective, the acquisition of these tools seems like a no-brainer.