From voice, emails, texts, to social media, and now even video, enterprise mobility has never been richer in applications and content. And with the advent of more communication devices and platforms, expectation levels from users will continue to rise.
According to GSMA, the Asia Pacific region accounts for half of the global mobile subscriber base, and will remain as one of the world's fastest growing markets through 2020and beyond. High mobile penetration and access bring about a highly mobile workforce and opportunities and challenges to engage both employees and customers on multiple fronts.
Additionally, customer satisfaction has become more critical than before for businesses in Asia Pacific to succeed. In fact, a recent Avaya survey established a strong correlation between Customer Experience Management (CEM) programs, customer satisfaction and business success -- 81 percent of the businesses surveyed saw a significant increase in profits with a CEM program in place.
Employees expect their company's communication solutions to help them work more effectively, engage more easily, and make decisions faster-anytime and anywhere. An example of this is the move from audio-only conferencing to video. Not only does video help boost productivity and lower operational costs (including significant reductions in travel time and cost), on demand video collaboration creates higher levels of engagement, allowing for effective information exchange and smarter decision making processes. In today's hyper-connected environment and ecosystem, businesses need to boost productivity, better manage customer experience, and enable their workforce to be more mobile and connected.
Avaya outlines three considerations for businesses when evaluating how video collaboration can support this:
1. Capacity and scalability:
Flexible to growth, the solution needs to be able to 'right-size' to your organisation's needs.That means the solution shouldn't force you to overbuy now, but instead allow you to easily expand as circumstances require. Instead of being forced into a forklift upgrade — swapping out hardware, adding software and re-negotiating your maintenance agreements — look for a solution that protects your original investments. It should also allow easy integration with existing applications, for example leveraging existing platforms like Microsoft Lync.
2. User-experience, features and applications:
Employees today are consumers as well, so technology they use needs to be intuitive and easy to use. Solutions that have the right application for the function, vertical and market place are critical to communications and collaboration. Integrated solutions with a complete set of voice, data, and video capabilities can result in greater positive impact on the bottom line. For example, integrated conferencing capabilities save on costly third-party conferencing services, which can range into thousands of dollars monthly. Businesses should also look for options that run on low bandwidth, allowing for high definition video and quality communication on-demand, anywhere, and anytime.
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