Expert Blogs

Cloud technology has transformed how many services and applications are delivered, giving access to sophisticated functionality previously only available to big enterprises with large budgets. Unified Communications as a Service (UCaaS) is part of that cloud revolution, and represents an opportunity for service providers to offer powerful contact technology to business customers

How people collaborate and communicate has in many cases been narrowed down to the size of a screen. That is why it is so important to make digital collaboration as meaningful and effective as possible, whether internally or customer-facing. In the same way that businesses would not tolerate office space that is not fit-for-purpose, the same should apply to online workplaces, and collaboration is an essential component of those environments.

As businesses have had to pivot to being online, demand for remote customer service and support is at an all-time high. Anyone who is customer-facing is in effect a contact centre, or part of one, and as a result of the pandemic, making that experience digitally viable has become a priority. Much of businesses’ engagement with their audiences has been narrowed down to digital screens, so ensuring the best possible customer experience is vital.

– What Justin Hamilton-Martin, Enreach for Service Providers says: “Last year, many businesses rapidly proved flexible working was possible, achieved through a blend of collaboration and communication technologies: from having a reliable network connection through to access to applications. Now they are building on those successes and beyond the quick fixes many adopted in 2020, they are laying foundations for more efficient and flexible working, whether at home, in the office or elsewhere.”

Enterprise-grade UC solutions cover a multitude of users. Is there really a one-size-fits-all solution? Justin Hamilton-Martin, sales director UK, Enreach for Service Providers thinks “there is absolutely no doubt” UC solutions are theoretically capable of scaling from large to small, but what matters is the execution.

The disruption every business experienced in 2020 has pushed forward cloud adoption in the UK. Comms Business looks at the lay of the land, and the opportunities that remain. The cloud has long offered partners new revenue opportunities and the ability to solve problems for their customers.