Tipsheet: Successful Technology Advancements Must Align with Business Trends

Rukmini Glanard

August 10, 2017

Enterprise communications have changed greatly over the last century, as you may have read in our brief travel through its history -- a rapid evolution made possible by technology and vendor advancements.

尽管这些进步令人印象深刻, how do they fit together with the current trends and requirements of today’s enterprise?

We’ve spent some time working with independent market research firm Wainhouse研究 this year to gain a deeper understanding of market trends to perfect our 阿尔卡特-朗讯彩虹™ 基于云的关系管理平台.

Out of that work came this infographic on business trends impacting enterprise communications. Without balancing technology advancements against the business trends explored in this infographic, a new enterprise communications solution will likely be unsuccessful. 以下是对每种趋势的详细分析:

安全、隐私和监管焦点 – We don’t have to tell you that data security is top of mind for well, everyone, 尤其是今天的企业. 企业云供应商敏锐地意识到了这一点, and most position digital security as a core competency to their service. The more advanced solutions ensure that encryption, storage, and transmission protocols meet a wide range of industry and geography regulations – and deliver maximum transparency and clear communication to the enterprise.

Control – Services are provisioned and deployed as new employees are on boarded and de-provisioned as employees exit, or the company can face ongoing costs and security risks. At a user level, services must support administrative control of content, permissions, 以及正在进行的会议.

Technical Support – Most enterprises require access to advanced technical support resources, so enterprise cloud vendors must offer an array of business-focused support resources, 从简单的电子邮件和在线票务系统, 给高级2级和3级支援小组.

无需多设备用户 – The average enterprise user leverages a mix of devices to get their jobs done. In fact, a Wainhouse研究 survey found that upwards of 70% of end users leverage a combination of a desk phone, PC, 以及用于商务通信的移动设备.

复杂的环境 – The average enterprise has a mix of UC vendors supporting their users’ communications, which can make it difficult to deliver an enterprise-wide, 高级用户体验. In fact, Wainhouse研究 found that 75% of enterprises leverage two or more PBX vendors supporting business communications, and 33% have two or more UC platforms in production!

Borderless Teams – Today’s enterprise supports a growing mix of external team members, contractors, and partners who communicate and collaborate on a regular basis. These users require solutions that make it easy to collaborate regardless of location, device, or domain. 把这个放在上下文中, the average enterprise notes that a full 25% of their conference calls include external participants.

增加合作 – Larger enterprises note that over 50% of their voice traffic ends up in a group conference call! As peer-to-peer voice communications takes a backseat to conferencing or group IM, those who are aware of this trend are increasing focus on collaboration-enabled solutions, over traditional point-to-point voice infrastructure.

客户互动 – This is a key area of focus for many enterprises. CPaaS solutions are enabling many enterprises to change the way they communicate with their customers, providing cost-effective and tightly integrated voice, text, 以及核心产品中的视频接触点.

Well, our blog series on our work with Wainhouse研究 is almost complete, but we have one more post for your coming soon on keys to a successful transition. 同时，你可以下载报告 here that looks at “seven steps to unifying the user experience” and more great information from ALE and Wainhouse研究!