Organizations usually have a lot of operational tasks that need to be done on a day-to-day basis. Eliminating these mundane and routine tasks with workflow automation puts more time back in an agent’s day, provides relief from workloads, improves service desk efficiency, and streamlines operations. Automated workflow systems also help scale your business with better time management and focus on core business goals.
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Deploying bots within collaborative messaging applications can enhance productivity to a large extent. These bots allow agents and end-users to carry out specific ticket-related tasks. It provides instant ticket updates, speeds up approval processes, and creates a collaborative experience for IT teams on chat platforms.
Employees today expect a consumer-grade experience from their IT teams and want to be engaged in their channels of choice. In this world of ‘anywhere operations’, employees will continue to use disparate channels such as email, phone, chat, etc. to reach their IT teams. Employees want a consistent service experience irrespective of the channel(s) they choose for engagement.
Implementing AI-powered virtual agent bots equipped with natural language understanding (NLU) helps provide relevant information to employees/end-users resulting in faster resolution of common queries/issues.
Digital transformation has witnessed unprecedented acceleration since the pandemic began. All businesses—regardless of company size, vertical market or geography—shifted to a digital-first model to adapt to a world where digital technologies are the only way to interact with customers.
With UCaaS platforms accelerating innovation and sharing in productivity resources like chat, voice, and video collaboration, it’s crucial for organizations to scrutinize how their UCaaS vendor-of-choice handles security, data privacy, and compliance to mitigate the rise of serious financial and brand threats.
Cloud technologies, and cloud telephony specifically, have matured greatly with richer functionalities, stronger security, better uptime, and enhancements to user experiences. The result is a market in transition, with businesses moving from data centers to the cloud at a rapid pace.
Gone are the days when IT leaders simply judged the success of their application deployments using only performance-related metrics such as uptime and trouble-tickets. While these are still valuable means of measuring reliability:
Microsoft 365 is a key platform for employee productivity for organizations everywhere. Those organizations can count on widespread adoption of well-established apps like Word, Outlook, and Excel. Many are also looking to maximize their investment by driving usage in other services included in their subscription, like Microsoft Teams.
Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of BCStrategies. As a communications industry analyst, she provides strategic consulting services and market analysis on business communication applications, technologies, and markets, aimed at helping end-user and vendor clients both strategically and tactically.