Most companies prioritise employee productivity and efficiency as their primary Digital Transformation driver, with customer experience (CX) a close second.
Communications technology is driving the digital workplace by:
Connecting an increasingly mobile and digital workforce to each other and your customers
Enabling a personalised, proactive, and connected customer experience
Integrating and transforming business processes to deliver better business results and growth
Communications is an enabler of workplace transformation. Other technologies may be the transformation drivers, but communications will provide the essential connecting link to humans.
Here are 5 enablers that can help you put communications capabilities at the heart of your digital transformation:
Treat your communications capability as a critical investment in your digital transformation, not an expense.
Biggest impact of low/sub optimal use of communication tools
56% increased costs
55% reduced agility and flexibility
Top 3 barriers to adopting unified communications
Accelerate the adoption of new communications technology in your business
Read how Avaya helped Telecom Serbia.
Be proactive, be intuitive. Address your customers' needs before they even ask. Pick up the pace by embedding communications into business processes.
91% of companies feel that embedding communications into processes and applications is important
Top 3 reasons to embed communications into business processes and applications
Embed communications directly into your business processes
Read how Avaya helped 112 / eCall.
Integrate service delivery and back office processes and applications into the customer journey to enhance the experience.
Top 3 drivers when selecting a company to do business with
Deliver an exceptional experience throughout the customer journey and keep them coming back to your business
Read how Avaya can help integrate the back office in the customer journey
Keep the human touch in your business. Because there are times when your customers want it.
Automated digital services are essential, but sometimes consumers prefer human assistance particularly for complex or emotional interactions. For example:
However, more than 1/3 of companies find it difficult to blend human and digital interactions.
>25% of consumers feel that it takes too long for them to reach the right person when dealing with a company.
Enable more effective hybrid customer journeys that combine digital and human interactions
Read how Avaya helped Cara Jewellers.
Future proof your business with a channel-agnostic communications infrastructure.
There are many emerging technologies in the markets, and consumers are open to using them.
The customer experience landscape is evolving. Being able to adapt and respond quickly is now a strategic imperative.
Read how Avaya helped O-Bank.
Avaya is a global leader in delivering superior communications experiences.
With our complete portfolio of communications solutions, you get the communications enablement your business needs.