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VoIP and Digital Transformation – what’s the connection?
August 7th, 2017

VoIP and Digital Transformation – what’s the connection?

Ian Linton

Digital transformation is a term you can’t easily avoid at present. And neither can your VoIP system. Find out why in this article.

Digital transformation is a term you can’t easily avoid at present. Commentators see it as an essential and inevitable step to business success. In its simplest form, digital transformation is the application of technology and cloud-based applications to key business processes, particularly those that are customer-facing. The aim is to make the business more agile and connected, and enhance the customer experience while streamlining business processes to reduce costs and improve efficiency.

The rising level of customer expectations is an important driver for digital transformation. Customers want fast, convenient service whenever they contact a company. It doesn’t matter which channel they choose, or which device they use; their expectations are the same. In some cases, businesses have responded by developing self-service options, which offer convenience and save costs.

Personalize communications

Digital businesses also aim to maintain a high-quality personal service. That’s why communications technologies like VoIP are so important to digital transformation. They give employees the tools to handle customer communications efficiently, and there’s an added benefit. VoIP supports flexible working, giving employees the opportunity to set their own work place preferences.

The focus on customer experience means that each interaction with a customer represents a “moment of truth” that must meet or exceed expectations. An example is the use of video conferencing to improve the customer experience during an incoming inquiry or outbound sales call. Both customer and representative can take part in a VoIP conference from any location on any device.

The representative can use VoIP’s integration with customer relationship management (CRM) systems to prepare for the call and use the CRM data to personalize the discussion. This helps meet one of digital transformation’s important aims, which is to improve engagement with customers. To be successful, every element of the contact must be fast, convenient, reliable and easy to use.

Drive service through collaboration

Digital businesses aim to harness the skills, knowledge, and experience of all their employees to provide the best possible service to customers. They may harness that knowledge in self-service solutions or encourage employees to collaborate when developing solutions for customers.

VoIP provides easy-to-use collaboration tools that employees can use on any device from any location. The tools also integrate with business applications streamlining workflows and embedding communications into regularly used business processes. The high levels of collaboration and enhanced business processes contribute to improved productivity and efficiency that is essential in the highly automated digital business environment.

Accessible solution

From an IT perspective, a VoIP solution hosted in the cloud meets the expectations of both customers and the business. Digital transformation increases the demands on IT, which now has to support continuous delivery, access anywhere at any time on multiple devices, and the management of vast amounts of data. Digital transformation requires a transformation of IT to optimize performance and meet business expectations.

A cloud-based solution like hosted VoIP enables IT to deliver the quality, responsive communications required for digital transformation without impacting other initiatives.


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