Over the past year as entire teams have moved to remote work environments, those that had invested in cloud communications had a smoother transition than those still relying on private branch exchange (PBX). But now as some version of hybrid work is being adopted by teams, it’s time to consider the cloud communications strategy you need now.
The initial scrambling to keep remote workers securely connected has given way to strategic thinking about what the future may hold for both teams and the customers they serve. Employees are reluctant to return to 40 hours in the office, and their employers have seen the productivity and cost savings that come with remote settings.
In addition, the customer is also changing. Consumers are aware of more ways to obtain items to meet their wants and needs, and even what they look for in a brand may be different.
When considering your communications strategy, you are familiar with conferencing, contact centers, e-commerce and unified communications. And if you’re ready to align your strategy with what the current and future market demands, you’ll plan to access all of those tools in the cloud.
When you take this route with a cloud communications strategy, you can expect some important benefits:
Contact Center Employees Experience Consistency: Your contact center agents are able to offer the same level of service, no matter where they are, because they can access their contact center solution from any connected device. This allows your organization to embrace hybrid work and give employees the work environment they choose.
Unified Communications Offers Convenience: When you access unified communications in the cloud, you can choose from a list of rich features, all designed to improve the user and customer experiences. Your customers are able to contact your company in the format they prefer, from email to text, video calls, or chat. This model allows you to serve customers interacting with your company from a variety of touchpoints.
Conferencing With Cost Savings and Productivity Improvements: Shave off travel expenses, equip your teams for collaboration, and shorten the decision-making timeline when you access cloud-based conferencing solutions. Conferencing offers ways for hybrid work to resemble in-person meetings while eliminating travel time and the need to align the location for a meeting.
E-Commerce Becomes Personalized: Customers are looking for something more than price and value: they want to feel that the brands they interact with know them. The right cloud-based e-commerce solution offers valuable insights into customer behaviors to give you opportunities to personalize their experiences.
As you consider shifting to a cloud communications strategy, it is important to consider the underlying infrastructure. Cloud communications require a heavy bandwidth load to meet performance requirements, so you may want to pursue a network upgrade as you implement cloud solutions.
To learn more about how to equip your team for hybrid work through a cloud communications strategy, contact us at Safari Solutions. We use a holistic approach to help you leverage the best solutions for your future growth.
