Virtual PBX Featured Article

Is Your Business Communications Infrastructure Working for You?

December 21, 2020

By Laura Stotler - Virtual PBX Contributing Editor

Staying on top of your business communication needs is a vital part of digital transformation and a major competitive differentiator. Customers are increasingly demanding omnichannel communications options that enable them to quickly and easily address issues and achieve resolution.


Regularly assessing your business communications infrastructure is an important part of modernizing your systems and ensuring you are well prepared for future needs. The following five steps provide an efficient way to assess your needs and make sure you are set up to meet customer demands while also keeping apace of your organization's requirements.

1. Get a Handle on Existing Communications Infrastructure
Digital transformation has significantly expanded the communications options of many businesses. Your company may very well have a blend of voice and data solutions including video conferencing, instant messaging and collaboration tools. Getting a handle on all those offerings can go a long way toward meeting your current and existing needs. Is there overlap? Would one unified solution make better sense for your business needs?

Periodically evaluating your solutions will help you determine if changes need to be made along with further infrastructure investments.

2. Determine Your Communications Goals
Your existing communications infrastructure may meet your current needs, but what about your future goals? If your infrastructure is not easily scalable and adaptable, it may not be adequate to meet future demands. Identifying and setting up your business communication goals is a great way to assess your future needs and ensure your system is up to the task.

3. Identify Your Users and Their Needs
An important part of assessing your communications infrastructure is to determine exactly who will be using the tools available. Your employees and their needs are obviously important, but you should also take your partners and customers into consideration. Understanding exactly who is using your system and how they prefer to communicate is a major part of determining your future infrastructure needs and whether your current system can adapt.

4. Find a Trusted Partner
If you are in the market for a new or updated communications system, it's important to choose the right partner. Many solutions are delivered through the cloud or on an as-a-service basis, and a reliable, trusted partner is the key to success. Finding the right provider includes talking to their customers and making sure appropriate service level agreements (SLAs) are in place. It also means your partner will be available for support where and when you need it.

5. Invest in a Long-Term Solution
Stop-gap measures are rarely a good idea, especially when it comes to investing in communications infrastructure. Before making any significant changes, ensure the solution you choose will be able to scale and adapt to meet your future needs. By having a long-term communications strategy in place, you can make the best choice for your business that will withstand the rigors of digital transformation and fluctuating customer demands.

Whether you are ready to make changes to your communications infrastructure or would prefer to wait, it's important to evaluate your needs periodically. By having a clear communications strategy in place and identifying your goals and needs, you can make the best and most informed long-term investment possible.




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