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Guest View: 48 years on: Collaboration is key for Singapore’s continued growth

Lee Chong-Win | Aug. 6, 2013
As Singapore businesses move towards better productivity and workforce mobility, highly collaborative work environments, orchestration and alignment of resources will be key in differentiating successful businesses from the rest.

Over the past 48 years Singapore has become an ever more vibrant city with her people and business landscape defined by diversity and an environment that is fast-paced and bursting with potential.

Strategic in location, well-equipped with the right infrastructure and support from the government, this young nation has quickly developed to one of the go-to places for organisations big or small. A highly mobile and collaborative workforce fuelled by the rapid adoption of a Bring Your Own Device (BYOD) culture has helped drive business round-the-clock both within the city and with companies and colleagues in other time zones.

2013 saw economic shifts and louder calls by the government for businesses to be more productive, efficient and cost effective. Companies are striving to improve efficiencies while delivering better customer service. Over 63 percent of Singapore customers are willing to pay extra for quality service, according to the latest Avaya Asia Pacific Customer Experience Index[1]. In addition, 70 percent of Singapore customers prefer using a wide range of communication channels to interact with businesses - and increasingly that means mobile, online and social media. So as Singapore celebrates its 48th birthday, Avaya shares three tips for success for Singapore businesses:

1.       Collaborating 'real-time' to accelerate business momentum

The bottleneck for businesses is no longer access to information, but the ability to connect people together with the right information, at the right time. With the explosion in the number of devices, applications and communication channels available to businesses, it is essential for organisations to manage real-time business collaboration with a co-ordinated, user-friendly approach.

Forrester's statistics[2] revealed that UC solutions can deliver operational, productivity and strategic benefits including reduction of carrier communications expenses by 30 to 40 percent, and more.  At Avaya, the global investment of US$1.5 million in integrating video capabilities yielded US$18 million in travel savings in just one year. Aligned with the government's calls for greater efficiency, innovative technologies with integrated collaboration capabilities are bringing people together to deliver more effective collaboration that can save time, reduce costs and increase productivity.

2.       Enabling consistency while embracing diversity in delivering the ultimate customer experience

Delivering a first-class customer experience has never been more vital in retaining your best customers than it is today. The Avaya Asia Pacific Customer Experience Index Survey[3] revealed that two in five customers are likely to move or have already moved their business as a result of a poor response from a customer service centre. Customers are also embracing new technology faster than the organisations that serve them, and they expect personalised and timely access to services through any device.

 

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