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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.

Calls, emails, on-line tools and now, social media-with the increased demand for multichannel communications, business now need to look at transforming their communications architecture to support multimedia, multi-modal communications that can easily adapt to new contact types. Contact centres often are the hubs of customer data, and this is increasingly an opportunity for organisations to analyse customer inputs and provide the right service through better understanding of their preferences. Leveraging the right channels to listen to feedback and respond appropriately will be instrumental in helping businesses define the right channel strategy and a tightly-integrated communications architecture.

Finally, with new legislation like the Personal Data Protection Act (PDPA), businesses need to ensure their customer experience management strategy is in compliance, while differentiating their offer by delivering consistent, first-class service across all channels.

3.       Using the right model to optimize technology investments for your business

According to a recent Gartner global survey of more than 2,000 CIO's, enterprises invest more than $230 billion in IT- yet only realise an average of 43 percent of their investment's business potential[4]. With ever increasing pressure to reduce costs and improve resource management, businesses need to opt for a model that best allows them to add and contract communication resources as needed - whether using a third-party service provider or an in-house, self-managed services approach.

Cloud Applications, Cloud orchestration and the ability to align resources in a manner that can boost productivity and overall efficiency in the communication system securely can be extremely valuable in helping businesses extract maximum value from their investments. A well-structured collaborative cloud environment can enable enterprises to off-load the challenges of managing BYOD environments, widely dispersed workforces and the shifting demands of end-customers - and effectively managed can enable a minimum 15 to 20 percent benefit on the total cost of ownership. 

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.

 

Lee Chong-Win is Managing Director, ASEAN, Avaya.

 


[1] The 2012 Avaya Asia Pacific Consumer Index surveyed over 3,000 contact center users across APAC. The study was completed by research firm Fifth Quadrant.

[2] Build A Better Business Case For UC, Forrester Research, Inc., 25 July 2012

[3]  The 2012 Avaya Asia Pacific Consumer Index surveyed over 3,000 contact center users across APAC. The study was completed by research firm Fifth Quadrant.

 

[4] Source: The 2013 Financial Services CIO Agenda: Realize Technology's Potential in a Digital Age

 

 

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