Communications systems have evolved considerably in the past few years, blending cloud computing and innovation to lower costs, improve efficiencies and optimize productivity. At the same time, consumers have become more mobile, enjoying greater capabilities in their handheld devices and bringing the same expectations to the workplace. Business VoIP providers are extending new offerings and a competitive landscape is creating exciting opportunities for any business owner.
A recent GetVoIP blog post explored the future of business communications and the role these innovations will play today and tomorrow. The biggest game changer could easily be the movement in mobile solutions. Bring your own device (BYOD) trends have introduced new demands in the corporate environment as employees want to use their own mobile devices to balance work and life. Companies are embracing the trend, allowing personal devices to access the network to support the work from anywhere concept.
As these trends take hold, they are also changing the consumer landscape, especially in the call center environment. Companies supporting innovative customer service divisions are often able to meet higher demands among the consumer base, yet the BYOD trend is introducing a new challenge. Consumers reaching out to the call center want the same capabilities they enjoy on their own personal devices. They want company agents to text, chat, communicate live, e-mail and more. And, they want it all in real-time.
The adoption of cloud communications in the call center does help to bring this customer service division close to customer demands, but an exact match with the BYOD effort is an expensive challenge. While consumers can easily manage a number of channels on their personal devices, supporting the same within the call center environment can quickly exceed available budgets. When the cloud is leveraged along with business VoIP solutions, the cost of communications is drastically reduced and consumers gain access to what they want.
This demand for multichannel communications, and anywhere and anytime-access through all business communications, has changed the business landscape. Users no longer rely on pure telephone landlines to stay connected with colleagues and customers. Today, collaboration, integration and seamless operations are key to longevity, loyalty and optimal performance across the marketplace.
Business VoIP providers hoping to secure their leadership position in the marketplace are responding to such needs, delivering solutions that continue to evolve with a changing marketplace. As the cloud and BYOD continue to dominate user demands, communications strategies are sure to become leaner, more advanced and a more critical part of the overall success of business.
Edited by Rachel Ramsey