Business VoIP Featured Article

Integrating Communications Critical to CX

June 19, 2019

By Maurice Nagle, Web Editor

We readily read about the change taking place in technology, as the cloud continues to drive evolution in communications. The days of legacy communications are in the rearview, and cloud powered communications solutions are illustrating why.

Recent research indicates that nearly 98 percent of CIOs feel pressured to deliver the customer experience (CX) expected by both internal colleagues and customers. The scary part is only 52 percent of CIOs admit to being unable to provide a seamless, integrated, omnichannel customer communications experience.

“It is widely known that the ability to innovate and improve customer communications can make or break a business. Worryingly, the research lays bare the gap between the experience customers now expect, and what businesses are currently able to provide,” said Aseem Sadana, EVP at IMImobile.

The obstacles, according to IMImobile research, are myriad. The top three hurdles are legacy IT systems, data spread across multiple systems and budget constraints. An answer, however underused at this point, is automation.

“The challenge is that delivering a great customer experience is easier said than done. This is especially the case for large consumer facing enterprises, where fragmented, legacy IT environments make integrating new communications channels and processes very complex. Many of them also have data that is spread across multiple systems, with programmes and processes varying from department to department. CIOs must consider a centralised platform approach to orchestrate and automate communications across existing business systems and communications channels.”

Over 80 percent of CIOs note an inability to automate customer journeys end-to-end will result in being left behind by the competition. Knowing this, only 35 percent of CIOs are currently able to automate customer communications journeys from end-to-end. On the plus side, half of CIOs surveyed noted their firms are automating customer communications journeys, with 45 percent stating a plan to automate over the next three years.

The highly crowded and competitive space that is cloud communications is offering organizations the tools to reinvigorate customer communications, engagement and loyalty.

Are your communications in the cloud, yet?

Edited by Maurice Nagle



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