Steve ForcumApril 23, 2020

Work Has Changed, But Has Your Phone System?

Today’s world of work reminds me of an iconic line from the classic original Jurassic Park. Jeff Goldblum’s Dr. Ian Malcom is having a conversation with Henry Wu, one of the scientists working at Jurassic Park, who explains that they control the chromosomes assigned to dinosaurs to prevent breeding. Dr. Malcom’s response: “Life, uh, finds a way.”

Technology also, uh, finds a way. Now, more than ever thanks to efforts to slow the spread of COVID-19, work is something we do versus somewhere we go. Even under ideal conditions we spend less time at our office desk and more in meetings using a broad number of touchpoints, interaction types, and devices. It’s no longer a matter of how a worker reaches someone, so long as they’re connected to get things done.

Your workforce has been forced into this new reality of work. Chances are you’ve learned that your phone system has struggled to keep up.

Is Your Phone System Helping or Hurting? 

For years, traditional phone systems have been the backbone of business communications. But as employees explore seemingly endless ways to interact with the digital world, the need for cloud communications have become inevitable. Adopting the cloud doesn’t have to be complicated, and with solutions like Avaya Cloud Office, it’s easy (shameless plug, but it’s true). The benefits of reduced costs and complexity, seamless mobile functionality, and Avaya’s award-winning support are simply too good to ignore. Here are three no-brainer reasons to make the switch…

  1. Reachability

Have you ever thought about why we still heavily rely on email in the workplace? Because it’s easier. You have one email address synchronized across all your devices (laptop, mobile phones, tablets, smart watches, etc.). Not only are inbound emails synchronized, you can start typing an email on one device and then pick it up later on a different device before sending. Voice, on the other hand, is completely fragmented. Each device has its own number, feature set, and voicemail box. Workers may not know how to reach someone or what number is best to call.

Avaya Cloud Office solves this problem by adopting the email model. Every user has a single business phone number which synchronizes across all of their devices. Incoming calls ring on all devices and calls can be passed from device to device without disruption. No matter where you are, what device you have, and what network it’s connected to, a single number connects you by voice, text, fax and video. Avaya Cloud Office is also easier for users to manage since all unanswered calls go into one voicemail box. Instant notifications for voice and fax messages can also be sent via email, SMS or the Avaya Cloud Office app to always keep you in the loop.

  1. Omnichannel for the Knowledge Worker

As mentioned above, the user experience for employees is changing. Workers depend on a broad number of digital touchpoints (web, text, video) and interaction types (touch, voice, vision) accessible across a host of different devices, and they expect a unified and effortless experience.  A smarter cloud solution is needed to support the way workers communicate more efficiently.

Let’s say you make a cold call that turns into a promising lead. You’re having a great conversation, but the person needs to hang up because they’re heading into the bank. With Avaya Cloud Office, you can pick up right where you left off through text message, using the same office number to wrap up the conversation and even send a follow-up video message so the customer can put a face to the name. 

There’s also seamless device handoff. Let’s say you dial into a conference call at your desk with your headset on. The meeting is going long and you need to leave to pick up your kids from school. With Avaya Cloud Office, you simply flip the call from your office phone to your cellphone, continuing the conversation on a reliable VoIP connection. No having to stay on the line while the phone system calls your cellphone, and no slow performance or poor audio quality using the cellphone network.

With Avaya Cloud Office, you can also integrate apps from Google, Salesforce, Oracle, Microsoft and more with your communications to create a seamless user experience that eliminates the need to hop in and out of different applications. For example, integrating with Office 365 will enable you to easily view your calendar and schedule meetings.  

  1. Eliminating Physical Conference Rooms

Remember the good old days of fighting for conference rooms? There would sometimes be double bookings, or a room would open but the reservation wasn’t removed from your company’s calendaring app. Teams would cram into cubicles or managers would host important meetings in their personal office. This is still a struggle for many companies.

Technology has evolved to the point where the need for a physical conference room is virtually non-existent. Avaya Cloud Office gives every user his or her own bridge with full collaboration functionality for making work less work. Teams can use video conferencing for weekly meetings--regardless of where people are or what devices they’re using--with the ability to screenshare and share files. Your marketing department can sync up, even if half the team is at an out-of-state convention. A salesperson can pull in a product specialist on the fly during a demo to answer client questions. Avaya Cloud Office provides unlimited audio and video conferencing with up to 200 participants (video conferencing) or 1,000 participants (audio conferencing).

As Dr. Malcom says: “Life will not be contained. Life breaks free. It expands to new territories [and] crashes through barriers.” Work has changed and for many of you, your phone system has not. Avaya Cloud Office provides hassle-free migration to a secure and reliable cloud platform, enabling workers to call, chat, collaborate and access business apps on any device, anywhere.

Learn more about how Avaya is supporting businesses impacted by the Covid19 pandemic. Find about a cloud phone system that works where and how you do.

Work Has Changed, But Has Your Phone System?

Steve Forcum

Steve Forcum, an Avaya sales engineer, can explain complex technology in simple terms. Forcum is a trusted advisor to many of the largest businesses in New England and beyond. He has developed a platform of engagement, interacting with customers, partners, and other followers on all forms of social media.

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