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Businesses today are engaged in digital transformation,” says Johan De Belie, Business Development Manager at Proximus. “They are looking at how they should tackle the new (digital) economy, the extension of the touch points for customer communication and business processes. And this over and above the new way of working and evolving communication needs of their own employees. In short, businesses need to manage new ways of collaborating, new technologies and the cloud.”
“In the long run, the cloud and IP will simplify a great many things, but in the short term we have to look at questions like: how do you guarantee the quality of phone conversations if your broadband is also being used for videoconferencing? How do you integrate mobile telephony without being dependent on mobile data and smartphone apps? What do you do with applications like operator consoles, contact centres, fax servers, legacy video platforms, privacy and data regulation?” says Johan De Belie.
“The reality is we already have the missing links, the ‘glue’ between the components for solutions such as fixed and mobile network convergence. And fixed and mobile connectivity can also be provided to guarantee the best user experience for telephony, video and other methods of communication. And that can be done regardless of whether a business is working via the traditional on-site architecture, a full cloud or a hybrid set-up.”
There are two on-going battles in the collaboration arena, driven by the buzzword ‘co-creation’:
It’s taking place in boardrooms and meeting rooms amid concerns on how to better integrate the physical workstations (meeting rooms, including whiteboards, flip charts, etc.) and digital solutions such as web and/or video conferencing. Both Microsoft (with Hub and MRS) and Cisco (with Cisco Spark Board) have come up with innovative solutions for this.
The fight here is between e-mail and contextual messaging or collaboration applications.
Tools like Slack, Jive, Spark, Teams and Circuit are mushrooming. In parallel CRM-ERP packets offer embedded communication tools (e.g. Salesforce Chatter). Any initiative that relieves the burden on our inbox is to be applauded, as long as the alternative doesn’t signal the uncontrolled growth of various other tools.
Are you prepared for the digital transformation? Keep in mind these top tips:
Analyse which employees need which communication tool in order to do their job.
Work out which competencies, know-how, platforms and data have to stay in-house.
Make a migration scenario that lists the deadlines and the steps to be taken.
Do you want more information or advice about digital transformation in your company?
Contact your account manager or go to www.proximus.be/futureofvoice
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