Chapter 8Put it all together.
Recently, Forbes shared a survey that everyone can relate to: Who led your digital transformation?
A. CEO
B. CIO
C. COVID-19
If you picked C, you’re in good company. But now it’s time for executives to take back the reins and lead a proactive, sustainable digital transformation.
One of the first and biggest steps in digital transformation is establishing effective communication and collaboration, and for most, that probably means moving away from disparate tools employed as a quick fix and choosing a cloud communication platform that can really do the job right.
Recently, Forbes shared a survey that everyone can relate to: Who led your digital transformation?
A. CEO
B. CIO
C. COVID-19
If you picked C, you’re in good company. But now it’s time for executives to take back the reins and lead a proactive, sustainable digital transformation.
One of the first and biggest steps in digital transformation is establishing effective communication and collaboration, and for most, that probably means moving away from disparate tools employed as a quick fix and choosing a cloud communication platform that can really do the job right.
Recently, Forbes shared a survey that everyone can relate to: Who led your digital transformation?
A. CEO
B. CIO
C. COVID-19
If you picked C, you’re in good company. But now it’s time for executives to take back the reins and lead a proactive, sustainable digital transformation.
One of the first and biggest steps in digital transformation is establishing effective communication and collaboration, and for most, that probably means moving away from disparate tools employed as a quick fix and choosing a cloud communication platform that can really do the job right.
Recently, Forbes shared a survey that everyone can relate to: Who led your digital transformation?
A. CEO
B. CIO
C. COVID-19
If you picked C, you’re in good company. But now it’s time for executives to take back the reins and lead a proactive, sustainable digital transformation.
One of the first and biggest steps in digital transformation is establishing effective communication and collaboration, and for most, that probably means moving away from disparate tools employed as a quick fix and choosing a cloud communication platform that can really do the job right.
Dion Hinchcliffe from Constellation Research recently published research which recognizes the heightened need for “the best digital communications tools to be not only available for their far-flung talent base but situated as effectively as possible for their newly remote workers to remain, and in many cases become even more, productive.” Constellation points to its research over the years which has shown that, “the digital communications experience has grown ever more fragmented and complex, to the considerable detriment of effective engagement and collaboration both between workers and between them and other key stakeholders such as customers or partners/suppliers.”
Dion Hinchcliffe from Constellation Research recently published research which recognizes the heightened need for “the best digital communications tools to be not only available for their far-flung talent base but situated as effectively as possible for their newly remote workers to remain, and in many cases become even more, productive.” Constellation points to its research over the years which has shown that, “the digital communications experience has grown ever more fragmented and complex, to the considerable detriment of effective engagement and collaboration both between workers and between them and other key stakeholders such as customers or partners/suppliers.”
Dion Hinchcliffe from Constellation Research recently published research which recognizes the heightened need for “the best digital communications tools to be not only available for their far-flung talent base but situated as effectively as possible for their newly remote workers to remain, and in many cases become even more, productive.” Constellation points to its research over the years which has shown that, “the digital communications experience has grown ever more fragmented and complex, to the considerable detriment of effective engagement and collaboration both between workers and between them and other key stakeholders such as customers or partners/suppliers.”
Dion Hinchcliffe from Constellation Research recently published research which recognizes the heightened need for “the best digital communications tools to be not only available for their far-flung talent base but situated as effectively as possible for their newly remote workers to remain, and in many cases become even more, productive.” Constellation points to its research over the years which has shown that, “the digital communications experience has grown ever more fragmented and complex, to the considerable detriment of effective engagement and collaboration both between workers and between them and other key stakeholders such as customers or partners/suppliers.”
The events of 2020 didn’t help in this regard. IT leaders had to improvise digital communications solutions that were good enough, at least on a temporary basis. But these temporary solutions uncovered several issues: gaps between employee communications and contact center agent-customer communications; organizational and application silos as global teams chose different communications platforms; and sustainability questions about technological approach and long-term cost effectiveness under IT budget duress.
The events of 2020 didn’t help in this regard. IT leaders had to improvise digital communications solutions that were good enough, at least on a temporary basis. But these temporary solutions uncovered several issues: gaps between employee communications and contact center agent-customer communications; organizational and application silos as global teams chose different communications platforms; and sustainability questions about technological approach and long-term cost effectiveness under IT budget duress.
The events of 2020 didn’t help in this regard. IT leaders had to improvise digital communications solutions that were good enough, at least on a temporary basis. But these temporary solutions uncovered several issues: gaps between employee communications and contact center agent-customer communications; organizational and application silos as global teams chose different communications platforms; and sustainability questions about technological approach and long-term cost effectiveness under IT budget duress.
The events of 2020 didn’t help in this regard. IT leaders had to improvise digital communications solutions that were good enough, at least on a temporary basis. But these temporary solutions uncovered several issues: gaps between employee communications and contact center agent-customer communications; organizational and application silos as global teams chose different communications platforms; and sustainability questions about technological approach and long-term cost effectiveness under IT budget duress.
The average team currently uses 6 approaches to support project collaboration and at least 4 different communication tools. 48% of organizations say their top collaboration hurdle is ineffective communication between team members.
Source: This is What Communications Silos are Costing Companies
The average team currently uses 6 approaches to support project collaboration and at least 4 different communication tools. 48% of organizations say their top collaboration hurdle is ineffective communication between team members.
Source: This is What Communications Silos are Costing Companies
The average team currently uses 6 approaches to support project collaboration and at least 4 different communication tools. 48% of organizations say their top collaboration hurdle is ineffective communication between team members.
Source: This is What Communications Silos are Costing Companies
The average team currently uses 6 approaches to support project collaboration and at least 4 different communication tools. 48% of organizations say their top collaboration hurdle is ineffective communication between team members.
Source: This is What Communications Silos are Costing Companies
Time for an integrated communications plan.
Constellation Research’s work points to several key elements of value that digital transformation leaders derive from more integrated communications, including:
Time for an integrated communications plan.
Constellation Research’s work points to several key elements of value that digital transformation leaders derive from more integrated communications, including:
Time for an integrated communications plan.
Constellation Research’s work points to several key elements of value that digital transformation leaders derive from more integrated communications, including:
Time for an integrated communications plan.
Constellation Research’s work points to several key elements of value that digital transformation leaders derive from more integrated communications, including:
Improved productivity.
A single platform for communications, collaboration, and contact center empowers employees to operate more independently and more productively as individuals or as part of a team. Unifying these tools also provides greater organizational transparency as it simplifies the management, monitoring, and tracking of a dispersed workforce to understand the dynamics that contribute to productivity. Read more about productivity gains.
Improved productivity.
A single platform for communications, collaboration, and contact center empowers employees to operate more independently and more productively as individuals or as part of a team. Unifying these tools also provides greater organizational transparency as it simplifies the management, monitoring, and tracking of a dispersed workforce to understand the dynamics that contribute to productivity. Read more about productivity gains.
Improved productivity.
A single platform for communications, collaboration, and contact center empowers employees to operate more independently and more productively as individuals or as part of a team. Unifying these tools also provides greater organizational transparency as it simplifies the management, monitoring, and tracking of a dispersed workforce to understand the dynamics that contribute to productivity. Read more about productivity gains.
Improved productivity.
A single platform for communications, collaboration, and contact center empowers employees to operate more independently and more productively as individuals or as part of a team. Unifying these tools also provides greater organizational transparency as it simplifies the management, monitoring, and tracking of a dispersed workforce to understand the dynamics that contribute to productivity. Read more about productivity gains.
“The Key to gaining these benefits is not to acquire more point communications and roll them out to workers, but instead think about them in a more organized and consumption-focused away.”
Dion Hinchcliffe
VP & Principal Analyst, Constellation Research
“The Key to gaining these benefits is not to acquire more point communications and roll them out to workers, but instead think about them in a more organized and consumption-focused away.”
Dion Hinchcliffe
VP & Principal Analyst, Constellation Research
“The Key to gaining these benefits is not to acquire more point communications and roll them out to workers, but instead think about them in a more organized and consumption-focused away.”
Dion Hinchcliffe
VP & Principal Analyst, Constellation Research
“The Key to gaining these benefits is not to acquire more point communications and roll them out to workers, but instead think about them in a more organized and consumption-focused away.”
Dion Hinchcliffe
VP & Principal Analyst, Constellation Research
Lower operational costs.
In addition to vendor consolidation, a cloud platform dramatically cuts on-premises maintenance costs and reduces global phone bills. 8x8 customers see an average of a 30% drop in total cost of ownership over three years compared to on-premises, siloed legacy solutions. Read more about cost savings and ROI.
Lower operational costs.
In addition to vendor consolidation, a cloud platform dramatically cuts on-premises maintenance costs and reduces global phone bills. 8x8 customers see an average of a 30% drop in total cost of ownership over three years compared to on-premises, siloed legacy solutions. Read more about cost savings and ROI.
Lower operational costs.
In addition to vendor consolidation, a cloud platform dramatically cuts on-premises maintenance costs and reduces global phone bills. 8x8 customers see an average of a 30% drop in total cost of ownership over three years compared to on-premises, siloed legacy solutions. Read more about cost savings and ROI.
Lower operational costs.
In addition to vendor consolidation, a cloud platform dramatically cuts on-premises maintenance costs and reduces global phone bills. 8x8 customers see an average of a 30% drop in total cost of ownership over three years compared to on-premises, siloed legacy solutions. Read more about cost savings and ROI.
Less training/support.
An integrated solution significantly reduces the time and effort associated with implementation, learning, management and troubleshooting. This approach allowed Laureate International University, for example, to transition their professors and staff, as well as their contact center specialists, to remote work in 2020 with zero impact to student/professor/staff interaction. But their adoption of a cloud platform was particularly beneficial from a student perspective, as their services team was able to focus on the student experience and organizational needs instead of being mired in development work. Read the university’s story and learn how to assess your own technology landscape.
Less training/support.
An integrated solution significantly reduces the time and effort associated with implementation, learning, management and troubleshooting. This approach allowed Laureate International University, for example, to transition their professors and staff, as well as their contact center specialists, to remote work in 2020 with zero impact to student/professor/staff interaction. But their adoption of a cloud platform was particularly beneficial from a student perspective, as their services team was able to focus on the student experience and organizational needs instead of being mired in development work. Read the university’s story and learn how to assess your own technology landscape.
Less training/support.
An integrated solution significantly reduces the time and effort associated with implementation, learning, management and troubleshooting. This approach allowed Laureate International University, for example, to transition their professors and staff, as well as their contact center specialists, to remote work in 2020 with zero impact to student/professor/staff interaction. But their adoption of a cloud platform was particularly beneficial from a student perspective, as their services team was able to focus on the student experience and organizational needs instead of being mired in development work. Read the university’s story and learn how to assess your own technology landscape.
Less training/support.
An integrated solution significantly reduces the time and effort associated with implementation, learning, management and troubleshooting. This approach allowed Laureate International University, for example, to transition their professors and staff, as well as their contact center specialists, to remote work in 2020 with zero impact to student/professor/staff interaction. But their adoption of a cloud platform was particularly beneficial from a student perspective, as their services team was able to focus on the student experience and organizational needs instead of being mired in development work. Read the university’s story and learn how to assess your own technology landscape.
Higher adoption of communications solutions.
At the start of 2020, 90% of IT leaders declared they’d cease purchasing on-premises communications tools within a year. The need to be agile and untethered has only accelerated the move to the cloud. And the cloud has only accelerated the adoption of innovative, integrated solutions, as organizations can easily go from zero to up and running within 48 hours—especially with a little help from their technology partner. Read more on how to get teams up and running quickly.
Higher adoption of communications solutions.
At the start of 2020, 90% of IT leaders declared they’d cease purchasing on-premises communications tools within a year. The need to be agile and untethered has only accelerated the move to the cloud. And the cloud has only accelerated the adoption of innovative, integrated solutions, as organizations can easily go from zero to up and running within 48 hours—especially with a little help from their technology partner. Read more on how to get teams up and running quickly.
Higher adoption of communications solutions.
At the start of 2020, 90% of IT leaders declared they’d cease purchasing on-premises communications tools within a year. The need to be agile and untethered has only accelerated the move to the cloud. And the cloud has only accelerated the adoption of innovative, integrated solutions, as organizations can easily go from zero to up and running within 48 hours—especially with a little help from their technology partner. Read more on how to get teams up and running quickly.
Higher adoption of communications solutions.
At the start of 2020, 90% of IT leaders declared they’d cease purchasing on-premises communications tools within a year. The need to be agile and untethered has only accelerated the move to the cloud. And the cloud has only accelerated the adoption of innovative, integrated solutions, as organizations can easily go from zero to up and running within 48 hours—especially with a little help from their technology partner. Read more on how to get teams up and running quickly.
More team cohesion.
Gains associated with teams communicating and collaborating more easily can be seen on both the employee and customer side. For example, when corporate and contact center teams use the same communications platform, those contact centers see a 50% increase in agent productivity, a 2.9x average handle time improvement year-over-year, and an 80% decrease in customer complaints according to Aberdeen Research. Acer is a company that has proven success when it comes to connecting corporate and contact center employees through an operate from anywhere platform. Check out their story here.
More team cohesion.
Gains associated with teams communicating and collaborating more easily can be seen on both the employee and customer side. For example, when corporate and contact center teams use the same communications platform, those contact centers see a 50% increase in agent productivity, a 2.9x average handle time improvement year-over-year, and an 80% decrease in customer complaints according to Aberdeen Research. Acer is a company that has proven success when it comes to connecting corporate and contact center employees through an operate from anywhere platform. Check out their story here.
More team cohesion.
Gains associated with teams communicating and collaborating more easily can be seen on both the employee and customer side. For example, when corporate and contact center teams use the same communications platform, those contact centers see a 50% increase in agent productivity, a 2.9x average handle time improvement year-over-year, and an 80% decrease in customer complaints according to Aberdeen Research. Acer is a company that has proven success when it comes to connecting corporate and contact center employees through an operate from anywhere platform. Check out their story here.
More team cohesion.
Gains associated with teams communicating and collaborating more easily can be seen on both the employee and customer side. For example, when corporate and contact center teams use the same communications platform, those contact centers see a 50% increase in agent productivity, a 2.9x average handle time improvement year-over-year, and an 80% decrease in customer complaints according to Aberdeen Research. Acer is a company that has proven success when it comes to connecting corporate and contact center employees through an operate from anywhere platform. Check out their story here.
“Moving to the cloud has made us more nimble and agile. It makes it easier for us to adapt to a changing business conditions. But along with what we’ve benefited from some technology upgrades and new capabilities, especially on the contact center side.”
Mark Groveunder
Senior VP, IT and Customer Service, Acer
“Moving to the cloud has made us more nimble and agile. It makes it easier for us to adapt to a changing business conditions. But along with what we’ve benefited from some technology upgrades and new capabilities, especially on the contact center side.”
Mark Groveunder
Senior VP, IT and Customer Service, Acer
“Moving to the cloud has made us more nimble and agile. It makes it easier for us to adapt to a changing business conditions. But along with what we’ve benefited from some technology upgrades and new capabilities, especially on the contact center side.”
Mark Groveunder
Senior VP, IT and Customer Service, Acer
“Moving to the cloud has made us more nimble and agile. It makes it easier for us to adapt to a changing business conditions. But along with what we’ve benefited from some technology upgrades and new capabilities, especially on the contact center side.”
Mark Groveunder
Senior VP, IT and Customer Service, Acer
The final benefit of more integrated communications that Hinchcliffe notes in his research is less cognitive overload. He reasons, “when too much mental effort needs to be put into finding the right tools and/or channel to communicate in, the quality of work itself suffers. Creating more centralized, streamlined, and usable communication experiences can offload workers to focus better on their business activities.”
The final benefit of more integrated communications that Hinchcliffe notes in his research is less cognitive overload. He reasons, “when too much mental effort needs to be put into finding the right tools and/or channel to communicate in, the quality of work itself suffers. Creating more centralized, streamlined, and usable communication experiences can offload workers to focus better on their business activities.”
The final benefit of more integrated communications that Hinchcliffe notes in his research is less cognitive overload. He reasons, “when too much mental effort needs to be put into finding the right tools and/or channel to communicate in, the quality of work itself suffers. Creating more centralized, streamlined, and usable communication experiences can offload workers to focus better on their business activities.”
The final benefit of more integrated communications that Hinchcliffe notes in his research is less cognitive overload. He reasons, “when too much mental effort needs to be put into finding the right tools and/or channel to communicate in, the quality of work itself suffers. Creating more centralized, streamlined, and usable communication experiences can offload workers to focus better on their business activities.”
Time to go beyond good enough.
At the start of the pandemic, “good enough” point solutions appeared to offer quick relief to the many organizations struggling to support a new remote workforce model. Communications tools were rolled out quickly. But then, almost as quickly, ne