The way we work is undoubtedly changing. Whether it’s a shift in the market or different business model, new generational trends, or updates in technology, these changes create a variety of communication challenges for organizations and their IT leaders. Employers are faced with supporting the workforce of the future and the challenges that come along with mobile and geographically distributed employees.
Communicating in the Mobile & Remote Workplace
How is your business evolving? What technology gaps are currently present? At the forefront, current communications challenges for businesses include: scaling to keep up with rapid growth, global and dispersed offices, and supporting virtual teams that need to connect more efficiently, all while providing the freedom to work with today’s modern workforce. Legacy on-premise equipment simply cannot keep up with the modern, mobile-first workplace we operate in today. Technology needs to be flexible and easy-to-manage to accommodate the evolving workforce and support the future success of your business.
Evidencing this shift in a recent release by IDC: IDC expects mobile workers will account for nearly three quarters (72.3%) of the total U.S. workforce by the end of 2020 (read: in two years!)1 Supporting an organization comprised of remote employees brings additional challenges to the table. IT managers must be able to support more dynamic and collaborative environments for these workers while having an effective way to set up and manage their communication systems from afar. Compared to modern solutions, on-premise PBX systems do not have the flexibility to support these demands, leading to the necessary changes seen in the market today.
The Millennial Demographic Domination
More than one-in-three American workers today are Millennials, which now makes up the largest generational share of the U.S. workforce.2 As the core foundation of every business, the workforce has a critical and direct impact on a company’s growth, corporate culture, and employee productivity. Millennials communicate entirely different than past generations through the use of different technology and tools. Your workforce demographics now reflect this statistic (or soon will), which means one thing: your workforce expects a modern and mobile way to communicate. A standard phone call or email does not cut it anymore; Millennials want to talk, text, collaborate, gif, instant message, and share memes on a single platform from any device, anywhere around the world. Mobility is the basis of their workplace productivity.
The Instrumental Enabler: Cloud Communications Solutions
This shift in workplace demographics and overall business structure drives the requirement for modern modes and styles of communication (i.e., freedom to work anywhere); the transition to the cloud is accelerating because of the new demands from this workforce. Whether it is people connecting to people, people connecting to devices, or devices connecting to other devices, having an ecosystem which supports all modes of connectivity and collaboration is essential for organizations that want to be successful.
With a single interface offering: voice, video, text, team messaging, file sharing, collaboration, task management, integrations capabilities, and gif-ing (yes, we said it!), cloud communications solutions replace complexity with simplicity. Not only does a cloud solution allow employees to be more productive and efficient in the way they work, but it is more cost-effective than legacy on-premise systems and allows IT leaders to simply manage the system from anywhere in the world. By enabling a geographically dispersed workforce to connect with a cloud communications solution, companies are ultimately connecting different parts of their business, to now work better, together with increased collaboration.
How to Make the Cloud Transformation Easy
Making the cloud communication transformation is easier than you might think, particularly when contact centers add implementation and optimization services to their cloud platform investment. These additional services operationalize the cloud technology, enabling true transformation for all user groups. By adding professional services, contact centers reach beyond the technology to address workforce- and operations-focused practices that complete the transformation package. These services combine technology with industry benchmarking and best practices to ultimately drive higher contact center performance.
“With cloud technology alone, contact centers may achieve only 15-35% of the functionality or business benefit. But when contact centers expand their technology investments with services focused on operational processes and people management, they complete the utilization of the technology and drive those ROI numbers higher. That’s the difference between technology implementation and true transformation,” said Bill Pieper, President of EPIC Connections.
Many companies (small, medium, and large) have partnered with EPIC Connections to succeed in making a true cloud transformation. EPIC’s comprehensive services are specifically designed to craft cloud transformation roadmaps, seamlessly deploy cloud communication solutions, and enhance ROI:
- RapidCheck Assessment: Benchmark objectives and build a strategic roadmap that aligns capability gaps with cloud communications technologies as well as processes for operational excellence and workforce management solutions
- Implementation Services: Seamlessly deploy cloud communications applications, ensuring tight integration, testing, calibration, functionality, and team training
- Optimization Services: Evaluate your cloud communications solution output and use data-driven optimization services to improve contact center KPI performance and higher ROI
With cloud technology and a transformation partner, success comes easier and faster. Schedule your business assessment today to learn how a cloud communications system could create a powerful business case for your organization.
1International Data Corporation, US Mobile Worker Forecast Report 2015-2010
2Pew Research Center Tabulations of monthly 1995-2015 Current Population Surveys, Integrated Public Microdata Series (IPUMS)