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Back to overview 05.11.2024

The Three Pillars of a Next-Generation Communication Platform

By Bertrand POURCELOT, CEO Enreach for Service Providers

Bertrand Pourcelot, CEO Enreach for Service Providers, shares his views on the three pillars that are critical for a successful next-generation communications platform, creating opportunities for the channel, while giving their business customers tangible benefits.

Being able to communicate more effectively has become a strategic imperative for businesses today, with the aim of providing staff with a seamless, consistent user experience, simplifying internal and external communications, while also supporting better productivity and customer service. This is why many businesses are making investments that upgrade tools, streamline processes and unify communication channels.

In turn, this has led to unified communications (UC) regaining prominence, together with cloud technology advances and the growth of digital transformation, leading to the market experiencing momentum right now. However, not all the UC platforms on offer are the same, so making the best choice depends on a thorough evaluation of each.

Here are three key pillars to consider:

Integrate the Customer Relationship

Take external communications to a new level by seamlessly connecting CRMs and management tools together. In addition, it is crucial to incorporate a multi-channel relationship model, enabling employees to manage all customer interactions from a single tool, whether via phone, chat, email, SMS, WhatsApp or ‘click and talk’.

Boost productivity

Next-generation communication solutions should also deliver enhanced productivity, addressing areas such as collaboration tools (for instance, integration with Microsoft Teams), automation of various tasks via integrations with vertical market applications, plus systematic call recording and analytics. Consequently, employees can work more autonomously, while delivering improved performance and better customer service quality.

Deliver a better user experience

The quality of user experience is crucial for better unified communications, so aim to offer fully converged, easy-to-use and intuitive solutions that fit around the way people operate today, delivering a seamless work environment, one that users enjoy using. Also, having a mobile-first approach should be an integral part of any future-facing communications strategy, reflecting how mobile devices are increasingly an essential business device. Mobiles are an essential extension to the modern office, enabling employees to access their work and communication tools, wherever, whenever and however.

Conclusion

By focusing on these three key elements, organisations are in a better position to make unified communication investments that enhance the modern workplace while also fostering more effective internal and external communication. Make the right decisions and next-generation communication platforms can be strategic moves that drive employee satisfaction, customer service quality and productivity.

This blog was published by Telecom Reseller

+ What are the three key pillars of a next-generation communication platform?

The three key pillars are: integrating customer relationships, boosting productivity, and delivering a better user experience. These elements are essential for creating effective communication solutions that benefit both businesses and their customers.

+ How does integrating customer relationships enhance communication?

By seamlessly connecting Customer Relationship Management (CRM) systems and management tools, businesses can manage all customer interactions—such as phone calls, chats, and emails—from a single platform, leading to improved communication and customer satisfaction.

+ In what ways can next-generation communication solutions boost productivity?

These solutions enhance productivity through collaboration tools, task automation, and systematic call recording and analytics. This allows employees to work more independently and efficiently, ultimately improving service quality.

+ Why is user experience important in unified communications?

A positive user experience is crucial because it ensures that communication tools are easy to use and fit seamlessly into employees' workflows. A mobile-first approach is also vital, as it allows users to access communication tools anytime and anywhere.

+ How can businesses benefit from investing in unified communication platforms?

Investing in these platforms can lead to enhanced employee satisfaction, improved customer service quality, and increased productivity, making them strategic assets for modern organizations.

+ What role does digital transformation play in the adoption of unified communications?

Digital transformation drives the need for unified communications by encouraging businesses to upgrade their tools and streamline processes, ultimately leading to more effective internal and external communication.

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