Webinars - Featured Articles

June 14, 2016

Webinar - The Benefits of Phone and Business Process Integration

It should be no secret that we live in what has been called, “The Real-Time Economy.”  It is characterized by the facts that regardless of company size or location, if you are not in business 24/7/365, being responsive to customers and all of your stakeholders, you are not really in business and soon will not be. 

I have characterized the era we have entered as “The Age of Acceleration”.  It is one where the only constants are change and the increasing speed at which it is coming at us. Realities are in this new always on/all ways connected world, being agile in terms of dealing which dynamic changes and responsive to them in a manner that hopefully exceeds expectations is not a nicety but a business necessity. 

Indeed, this need to be adroit has been well-documented. Studies have shown that companies that leverage next generation communications and collaboration technologies employing an omnichannel approach, automate business processes to reduce valuable time of skilled personal that should be focused on high-impact interactions rather manual data entry, and integrate all of their customer profile data and workflow capabilities so as to be more responsive, financially outperform those that do not. They also almost always are market leaders. 

A major challenge that arises is how to assure the right people have the best tools and training to perform optimally in the real-time economy.  Truth be known, real-time may be too slow. If all of the data and business processes your organization relies on to please customers and create competitive advantage is not integrated and easily accessible by your frontline people suboptimal results are sure to follow.  Those front line people need to have a holistic real-time view of the entire customer journey at their fingertips, along with access to data and people that can solve problems quickly and in a satisfactory manner.

This brings up two interesting questions for real-time economy success. 

  1. Are all of your business systems and processes that contain and manipulate valuable data about the customer journey or your value-chain optimized, i.e., automated to the extent that they are “best practices”?
  2. Are all of those systems and processes integrated with each other, and with your communications and collaboration tools, so that frontline people can have the tools they need to maximize their time spent and monetize those interactions?     

The facts as noted are indisuputable, if the answers to the questions above are no, it is costing your company BIG TIME! 

For example, did you know? 

  • The average time it takes to log one call-[into Salesforce]-is 2.6 minutes, according to Griffith University. Multiplied by the number of calls a company’s workforce makes a day – and that’s a significant amount of time and dollars wasted. 
  • 80 percent of senior executives say their biggest CRM challenge is getting their staff to use the software, according to Merkle Group Inc. With companies investing thousands of dollars a year on CRM systems, it’s no surprise that their ROI isn’t matching up.

Wasted time is obviously wasted opportunity. However, this does not have to be the case.  The tools needed to leverage the data from various siloed areas, particularly CRM systems, integrated with unified communications capabilities can be customized to meet your unique needs and propel business success.

How to optimize your “E”vironment” to maximize your company performance in the real-time economy through business process integration will be the subject of the forthcoming webinar, Solving the Data Disconnect:  Benefits of Phone (News - Alert) and Business Process Integration on your Business' Bottom Line.  To be held Thursday, June 23, 2016 11:00 AM PDT / 2:00 PM EDT, you are invited to join me and Crisantos Hajibrahim, Product Evangelist, Vonage (News - Alert) Business as we discuss in detail:

Current challenges across sales, marketing and IT

  • What is business process/CRM integration, and how it works
  • The benefits of a fully integrated communications system 
    o Estimated ROI and Cost Savings: increase workforce productivity and mobility 
    o Real-time data and intelligence: automated call reporting and analytics 
    o Streamlined customer experience 
    o Increased Reliability of Calls and Applications 

Disconnected data is a major obstacle to business success.  You need your systems and data to work as hard as your people because the best tools and information in the right hands has no alternative when it comes to being ready to profit for whatever the future has in store.  

Edited by Stefania Viscusi