Modern Day Collaboration

Customers today want to communicate in the manner where they are most comfortable:  a phone call, email, chat, SMS/Text, web conference, etc.  Maybe they just want to access the information on your web site and ask a couple questions.  In the end, they want to collect the information they need and move on.  If they do need to move from a specific medium or come back the next day, they do NOT want to have to re-explain their selves all over again.  If they need to yell "R-E-P-R-E-S-E-N-T-A-T-I-V-E!" one more time, they are going to move on ... permanently.

• Unified Communications (UCaaS): The bulky, high cost telephone systems are being replaced by agile, reliable, and scalable hosted solutions.
• Contact Center (CCaaS):   For more complex call routing and data collection, CCaaS solutions are deployed.
• Customer Experience (CXaaS): Solutions become more customer savvy allowing organizations to improve experience of their customers.
• Network Strain: Voice and video traffic require reliable bandwidth, proper prioritization, and sometimes infrastructure upgrades. 
• User Adoption Challenges: Even the best platform fails without training, change management, and ongoing support.
   

The move to new age collaboration tools is more than a technology change; it’s a business transformation.