Digital transformation initiatives are a top priority for many organizations going into 2018. From globally recognized brands, to mid-market and small organizations, the momentum is spreading across every industry, with CIO’s leading the charge.
As technology leaders continue to seek out solutions to improve customer engagement, productivity and maintain a competitive edge, unified communications are becoming a vital step in the path to transformation.
And, here is why.
The User Experience is the Be-All and End-All
There’s never been a greater emphasis on the user experience than now. The success of digital transformation initiatives is contingent upon implementing services that not only improve workflows, but are widely used and accepted by the organization’s user base. A large motivation for upgrading technology is to eliminate the need for numerous applications and time wasted accessing mission-critical services. With user expectations higher than ever, only the most intuitively designed interfaces providing quick and easy access to the tools and information users need, how and when they prefer it, will make the cut. The single pane of glass concept that is achieved when unifying voice, messaging, conferencing, and other key communications services and applications into a single platform is a prime example of a solution where the user experience directly aligns with the work habits of its users, making it a favorable and well-received step for CIOs in their digital transformation journey.
Digital Collaboration is King
Consumer adoption and reliance on new technologies are driving new expectations in the workplace. Digital transformation is completely changing the way consumers interact and in turn, how businesses communicate. As a result, organizations are moving away from premises-based deployments to systems that can better support the type of digital communications preferred by their users. Messaging has become central to the modern workplace culture, offering a new level of sophistication and functionality to AOL’s instant messaging concept of the 90’s. Cloud-based unified communications systems are providing businesses with a messaging-centric approach to real-time communications and collaboration, boasting an array of attractive messaging types, including web chat, voice and video text, and even chatbots, all within popular application integrations. With messaging blended into advanced telephony features that support mobile, desktop and multi-location needs, unified communications systems are enabling the natural, unrestricted interactions that users are accustomed to outside of the office, boosting productivity and paving the way for seamless digital collaboration.
Digital workplaces require employees to be connected to one another and the information they need instantly. As IT leaders continue to navigate through the unchartered waters of digital transformation, employee engagement will be a critical measure to their success. With the growing need and adoption for tools and technologies that empower collaborative interactions and optimize business processes, unified communications will be a key player in digital transformation strategies and successes to come.
Austin Herrington is Vice President of Enterprise Voice Product Management for Windstream. He oversees Windstream’s enterprise product strategy and roadmap. He and his team develop, manage and market advanced products and services offered to customers nationwide, executing programs to help businesses achieve a perpetual state of winning. He was previously director of product management responsible for Windstream’s Internet portfolio and value-added services. Prior to joining Windstream in 2006, Herrington was director of product management for Alltel. He holds an MBA from the University of Arkansas’ Sam M. Walton College of Business.
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