Where Next for Business Collaboration?

Slack, Salesforce Chatter, Huddle, Box – the list of enterprise collaboration tools goes on. But what’s behind the proliferation of these tools and what impact will they have for businesses?

Enterprise collaboration tools have well and truly earned their stripes – they work wonders in facilitating collaboration between different arms of the business, from file-sharing and cloud storage to calendaring and reporting. And with improved collaboration promising to help businesses streamline internal communications – through increased work agility and improved decision-making, for example – it’s no wonder more and more companies are investing in these apps.

Collaboration tools are helping organizations drive competitive advantage, too – never mind lowering the costs associated with travel and desk space.

According to recent research gathered by Clinked, organizations that use collaboration tools enjoy higher productivity levels – an increase of almost 13 percent. What’s more, 97 percent of businesses say that using these tools allows them to serve their clients more efficiently.

It’s no wonder then that 82 percent of businesses that currently use collaboration tools want to increase their use in the future. And it’s thanks to this growing appetite that the market is predicted to be worth around €65 billion by 2019, compared to roughly €43 billion in 2014.

So what exactly is behind the proliferation of these tools and how will the future of team engagement look?

In a nutshell, collaboration tools are, ostensibly, designed to eliminate silos – one of the biggest inhibitors to digital transformation today.

A huge and very common problem that businesses encounter today involves having to deal with multiple silos where collaboration at work exists. For many employees, for example, email is a go-to method of communication; in fact, today over 200 billion emails are sent per day, compared to just 12 billion in 2000. At the same time, however, employees may be using a separate document management system, like Google Docs, to collaborate on long-term projects; a separate chat or IM platform for real-time interaction with colleagues; or a separate document management system, like Dropbox, to store files.

While each of these separate tools are useful in their own right, especially in terms of team-based projects and discussions, a better solution exists for streamlining teams to engage with one another. Organizations should work to aggregate these separate and siloed tools into one centralized space to ensure a more streamlined and less disruptive user experience.

That’s where advanced collaboration tools come into play for bolstering the enterprise workspace. These kinds of tools are very purpose-focused and seamlessly tie in important workflows that exist today, from project management to document management to content creation and sharing. They also support common workflows, like managing tasks and staying on track with due dates, which is advantageous for any deadline-driven organization.

As more and more businesses work toward fully adopting advanced collaboration tools, we’re seeing the definition of collaboration and communication being challenged. Not only does this help encourage adoption in the industry but it also challenges collaboration solution providers to innovate in order to continually improve the user experience and encourage the next generation of team engagement.

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3 Trends Defining the Future of Employee Experience

As a marketing professional, I’m often asked what I do for a living. When I reply that I’m a “marketer,” my family, friends, and even colleagues usually follow up with: “Yes, but what is it that you DO?”

I used to frame my answer around the Four Ps of marketing: product, price, place and promotion. Depending on who I was talking to, I could illustrate with examples ranging from pretty simplistic to more complex and in-depth.

As my career has progressed, however, I’ve come to see that HOW I do my job is as important as what I DO. Yes the Four Ps are still relevant, but in a distributed, hyper-connected world bringing together the right resources with the right information at the right time has become the cornerstone of my daily success. This change has been driven by three trends that I find are relevant for most employees today:

  1. Mobility.

    I, like millions of other employees, no longer sit in an office all day every day. As a marketing executive, wife and mother of young kids, my schedule demands that I be both flexible and available in many different places. So mobile devices and apps have become an indispensable part of my work and home life. Marketing is a high-touch profession involving lots of other people up and down the organization. Whether I’m traveling to a conference, meeting with an executive, taking a child (or children) to the doctor, attending a parent-teacher meeting, or watching a baseball game, I need to be connected anywhere I go. Today I am. Mobile everything (calls, messaging, web, video, email, even conferencing) keeps me connected, and it’s all available now with a single touch, one login, and one easy-to-learn solution.

  2. Globalization.

    As a global business, Avaya’s people, resources and intellectual property are virtually everywhere. Years ago, that meant I had to rely on long-distance landlines and plane travel to meet with company executives, product managers, vendors, customers and my team. Now they are all within easy reach, whether I’m in my office, at home or on the road. I, like many other professionals, DO much more—am responsible for much more—than ever before, because I’m more responsive and productive. I don’t have to travel unless truly necessary, yet I still get the face time I need with all of those other people, even if they are halfway around the world. Today’s digital technology and unified communications keep me in touch.

  3. Collaboration.

    Our marketing team is global, scattered around North America, Europe, Asia Pacific, etc. I typically only get to see people once or twice a year in person. Yet it’s vital that we interact and collaborate regularly on a range of initiatives, from market research and new product introductions to advertising, promotions, web presence and social media. As a result, I’m in back-to-back meetings most days with associates across various organizations at Avaya. We rely on smart digital technology to keep track of and manage all of that, from scheduling meetings, to sharing digital, video and audio content, to recording meetings and sharing notes afterward. If we need to bring in another colleague, it’s a simple click. A voice call comes in while I’m in a meeting? I schedule a callback with a simple click or tap. Meeting runs late? No problem—I switch seamlessly from desktop to smartphone and keep going even as I walk to the car for my next appointment. Every day is full like this, yet across locations, devices and time zones my colleagues and I are able to stay up to date, engaged, and in action. Having the tools to manage this pace of activity makes a big difference in our teams’ ability to be effective.

Employee experience has been and will continue to be undergoing enormous change. Mobility, globalization, collaboration increasingly influence how people live, work and play. Whether we’re marketers, bankers, doctors or other professionals, what we DO is increasingly defined by HOW easy it is for us to connect, interact and collaborate with others in a smart digital world. Would simplified communications and collaboration accelerate your enterprise? I’d love to hear from you—send a note to innovations@avaya.com.

Younified Communications—it Really is All About YOU!

One of my favorite things about working for Avaya is that we’re marketing the same collaboration tools we use to do our jobs. Best of all, we have access to beta versions of our solutions, providing R&D teams with first-hand unedited feedback. Yep, we are drinking our own champagne!

Based on my interactions with customers across the world, I know that many of you work just like we do. Meeting after meeting, virtual, mobile and in-person. It’s not just about the quantity of meetings we all participate in, but the quality of our experience to drive productivity and engagement. As you know, there are many different types of meetings. Let me give you a few examples just from my last week:

  • A group text chat with a few colleagues—getting a quick answer in a sidebar or multi-tasking activity
  • A one-on-one video meeting to review a spreadsheet with one of my staff members
  • A team meeting over desktop or mobile video where we collaborated about an upcoming quarterly plan—many IMs were going on behind the scenes that aligned with meeting topic discussions
  • Remote participation in a customer executive briefing, where the customer’s team was using a video room system in HD
  • A global all-employee meeting broadcast to every person in the company—that’s thousands of people across the world
  • A sales webinar to several hundred participants where we shared a presentation and responded to questions via integrated chat
  • A detailed technical training session on a product with full application sharing for a demonstration of the new user interface
  • Last but not least, a quick impromptu meeting on the phone with one of my team members

Historically, these different meeting types were hosted on multiple different systems or services. This required users to learn different interfaces, which required different logins, passwords, technical requirements, and delayed starts. At times, major compromises resulted based on the meeting scale required, bringing everyone’s level down to the lowest common denominator. The result? The least engaging experience for the audience, and therefore the lowest amount of attention and engagement, and consequently sub-optimal productivity.

Sound familiar? Do you have one solution for IM, another for telephony, perhaps a web conferencing service, a separate audio conferencing solution, another solution for room video conferencing and yet something else for large scale events? All of which fit under the term “unified” communications, but how much of it provides YOU with an engaging and collaborative experience?

A Single, Truly Unified Solution

While the vision of Unified Communications was to merge methods and tools and simplify access, vendors today struggle to fully consolidate all of the communication application infrastructure and cloud-based services into a single platform—at least until now. The Avaya Equinox™ Experience, announced at GITEX in October, is our new platform for business communications, and fulfills the long-sought promise of UC. It is finally all about YOU! One of the key capabilities of Avaya Equinox is that it supports all the different modes of meetings, conferencing and collaboration in one platform. That’s right—one tool that really does it all. There is robust mobility so it works wherever you have a network connection, high scale audio conferencing, extensive web collaboration, multi-media messaging, rich multi-vendor HD video, even event streaming to 100,000 users—and that’s just for starters.

As you would expect, there are many benefits of one platform covering all UC use cases and requirements versus separate platforms or services for messaging, telephony, audio, web, video, and event conferencing. For users, one login and one easy-to-learn solution. For IT, one solution to support with one set of statistics, single provisioning, and a smaller footprint with higher efficiency and lower costs.

I like to call Avaya Equinox the “uber” all calling-conferencing-collaboration solution, where Avaya puts the YOU in unified. But check out Avaya Equinox for yourself at this First Look video.

How many different communication and conferencing applications do you use? Tell me about your experiences—send a note to innovations@avaya.com.

The Value of Enterprise Mobility—Spread the Love

In a recent blog, I mentioned my sister-in-law’s frustration at not being able to use her smart phone for work purposes and how many businesses are struggling with the mindset change required for real digital transformation. That’s not to say that there aren’t valid business concerns about bring-your-own-device (BYOD) and mobility generally. Failure to secure mobile telephony and collaboration can open enterprises to significant risks.

A good example of those concerns came up at a recent conference while talking to an Avaya customer about BYOD. The customer’s perspective was that companies should just let their employees use personal mobile devices, with no need for an enterprise-grade software client to tie the device to the company network, databases, apps or governance. (Enterprise grade in this context means having call logs, directories, presence capabilities and access to enterprise collaboration tools like video and web conferencing, no matter where or how you work, or on what.) The approach of not having such a software client would fulfill employees’ desire to use their own phones, as well as the familiar tools and apps on them, without the need for the comprehensive security required by an integrated BYOD strategy.

We explained that just an hour earlier another Avaya customer had approached with a concerning story:

The customer’s company allowed its salespeople to use their personal cell phones without connecting directly to the company network. The problem: when one sales person recently left the company, all of the intellectual property of the company (contacts, pipeline information) went with them. Our customer wanted to know how to solve for this.

Avaya enterprise-grade solutions for mobile devices directly address the concerns that customers and others often express: a significant amount of flexibility for employees, security and privacy for everyone involved, and a measure of control over processes, policies, and data. Avaya mobility solutions are open, so they are adaptable to different devices and platforms. They capture important information that can lead to faster, more informed decisions and, ultimately, better outcomes. In short, they enable companies to operate at the speed of their customers.

The point is consumers and employees today are increasingly mobile. Gartner predicts that 80% of key business processes will include exchange of real-time information involving mobile workers. Not being able to use employee-owned devices slows business down. So the business case for mobility solutions—the flexibility they offer customers and employees, the improved outcomes, and the support of intelligent business response and decision-making—points toward value that outweighs the risks. Enterprise-grade mobile communications solutions have reached a level of both maturity and sophistication that they can now meet the needs of all stakeholders in the employer/employee/consumer equation. Everyone can share the love.

How is your organization addressing mobility? I’d love to hear from you.

Also, be sure to check us out at GITEX Technology Week 2016 where we will showcase our latest innovations designed to enable companies to meet customer and employee expectations with true multi-touch communication capabilities.