Market Perspectives

Ensuring continuous collaboration and digital communication across an organization advances its ability to engage workers and maintain workforce resilience and readiness. Achieving this goal requires a platform that enables business operations to continue under any circumstance.

Contact center technology is moving to the cloud at a slow but consistent pace. That has allowed the Contact Center as a Service (CCaaS) segment to grow steadily, opening the door to many different approaches for managing the infrastructure needed to serve customers. Some vendors try to include everything under the sun in their offerings to appeal to the widest possible market. Others, like 3CLogic, are taking a more surgical approach, focusing on specific aspects of the call-handling process that reflect each vendor’s expertise.

The hybrid work model is being adopted as the standard for organizations after the pandemic unveiled the weak foundation of conventional business operations. More workers are now performing tasks both in the office and remotely. This, however, can lead to disorganized communication between peers. Workers feel secluded from each other. Additionally, existing methods and tools for collaboration and communication have not been effective in addressing more pressing work demands. Organizations need to consider if their current communications system is meeting the needs of their workforce, what we call digital communications. Microsoft’s communications platform, Microsoft Teams, aims to connect workers to foster collaboration, regardless of their work location.

Remote and hybrid work environments are prevailing in enterprises, regardless of size. The pandemic caused long-lasting disruption in traditional business operations, requiring organizations to rethink digital communication inside and outside the workplace. The expectation today is that a digital communications platform will meet the unique needs of an organization. Teams must be equipped with cloud-based technology that is easily accessible and enables business communication, such as chat with messaging and video meetings to occur with anyone, anywhere and at any time. A secure and reliable digital communications platform can enhance the quality of collaboration and the service offered to customers and to that point we have published a perspective. To that end, Zoho has created an integrated suite, Zoho Workplace, which provides a unified digital communications platform and tools in a unified experience.

Marketing and Customer Experience (CX) are typically treated as separate business functions or, in some cases, poorly connected. But there is a growing effort to (effectively) conjoin these areas as organizations are discovering that these departments and processes are more successful if they work together to facilitate/promote a unified approach to the customer life cycle.

With the increasing exodus from on-premises solutions, organizations are migrating towards cloud computing for data analytics. Cloud computing supports rapid growth, collaborative analysis and real-time insights without requiring large capital investments in IT infrastructure. A cloud-based approach to analytics can help organizations be more agile and responsive to opportunities in the market.