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T-Ware Whitepaper: Gaining Competitive Advantage with Intelligent Communications
Exploiting intelligent communications to drive employee productivity, improve customer experience, ensure compliance, and deliver cost savings
Enterprise mobility and the need to improve customer experience are forcing businesses to look for alternatives that enable a shift away from fragmented communications infrastructures and towards a well-integrated communications and collaboration stack. This is of utmost importance for customer-facing functions, as they can no longer hope to compete by providing “good enough” customer experience and engagement capabilities. Moreover, persistent time and budget constraints further reduce the number of options available for supporting this transformation.
Communications account for about 22% of the enterprise IT spend and considering that about 80% of the IT budget is used for “keeping the lights on”, the goal of meeting critical business requirements with limited scope for adoption of new ICT solutions/platforms seems difficult to achieve. There are several areas where enterprises need to invest in order to ensure “relevance” to more demanding and empowered customers. Enterprise mobility and digitalization are driving major changes in the expectations of customers, as well as necessitating adoption of more agile and flexible approaches to communications and collaboration.
For customer-facing functions, this translates into the need to provide a compelling customer experience across a range of channels, including digital touch points. Business functions, such as HR, sales, marketing, and customer service need to support the mobility requirements of employees to drive better collaboration, engagement, and productivity within and outside the enterprise.
Intelligent communications bridge the gaps between traditional telephony services, mobile communications, and emerging collaboration applications to improve synergies between customer service capabilities and customer expectations. Moreover, by enabling the development of more flexible communications and collaboration capabilities, intelligent communications provide effective support for enterprise mobility and help ensure that businesses are able to quickly adapt to changes in customer requirements and maintain and strengthen their competitive positioning. With the provisions for analyzing qualitative and quantitative aspects of both internal and external communications, intelligent communications help drive “continuous improvement” in customer service and engagement capabilities, as well as increasing return on investment (ROI) on communications spend.
The views expressed in this white paper are based on Ovum’s ongoing independent research into this specific market, which takes into account the opinions of industry consortiums, enterprise business and IT leaders, and relevant practitioners, as well as the market experiences of TeleWare.
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