An open cloud approach holds great promise for enabling secure communications and collaboration between internal and external constituents. It has to be based on open standards and open APIs so that it is extensible. It will enable deeper integration into business applications via APIs and serve as a connector between systems.
For example, as business strategies pivot to become more customer-centric, communications and collaboration processes related to the customer experience like CRM becomes critical. Integration with CRMs such as Salesforce, NetSuite and Zendesk will seamlessly link agents with customer data in real time to better serve customers.
Information gathering will be streamlined as agents collaborate internally to ensure that customers interact with the right people. Tools like chatbots will help to automate this process and create better conversational experiences for employees and customers.
With the surge in team messaging and collaboration apps such as Slack, HipChat and Zinc, enterprises are now flooded with application proliferation and fragmentation that is hard to manage and govern securely.
The interoperability problem that plagued UCC also is present here. None of these apps can speak to each other. There is valuable interaction data in all of these application silos, but much of it is inaccessible. It cannot be reliably curated, leveraged by other apps, or fed back into enterprise workflows for subsequent reuse.
Businesses need a more open approach that connects these applications elegantly and keeps collaborative interactions in context. Planners should ensure that cloud communications requirements include integration and connectivity across a broad range of applications.
Technically, open cloud communications solutions should support all business units and functions, such as Sales, Marketing, HR and Finance with interoperability capabilities that span the full UCC spectrum along with Contact Center, analytics, and open APIs for application integration.
For businesses, an open cloud approach can save significant time and cost in automating workflows and integrating communications into business processes. This can improve not only productivity, but also user satisfaction and the customer experience. Contact Musato Technologies to learn more about our innovative and our industry-driven cloud computing solutions. An article by Inflow Analysis
You must be logged in to post a comment.