Choosing the right business communications solutions is no longer simply a case of choosing which type of system and brand you want.
The mind-boggling array of options available today means that the importance of making the correct choice has never been more critical.
Communication behaviour is also changing. Today’s users are moving from formal meetings, booking resources and geographic limitations towards real-time collaboration, using diverse communication methods and devices, and regardless of location.
Outside of your employees the customers of SMBs are also changing how they interact and driving an excellent customer experience has become a business critical differentiator.
“When consumers hear about a product today, their first reaction is ‘Let me search online for it.’ And so they go on a journey of discovery: about a product, a service, an issue, an opportunity. Today you are not behind your competition. You are not behind the technology. You are behind your consumer.” Rishad Tobaccowala, Chief Strategy & Innovation Officer, VivaKi
This transformation can be seen in seven key trends:
Technology is now an enabler
The rise of communications protocols such as SIP and options such as cloud is opening up a new world of applications and solutions. Today’s IP phone systems are gateways to this new world.
SMB IT staff are increasingly cloud and applications managers
The role of ICT staff is evolving to become more pro-active and strategic with a reduced emphasis on support and break/fix.
Spending growth for a mobile world
IT and telecoms budgets are increasingly focussed around the smartphone, applications and on delivering a more flexible work experience.
A new approach is required to an increasingly mobile world of work from remote working to businesses without offices.
Premium on protection
Many business are re-focussing on protection in areas from network security and remote working to applications and business continuity plans.
Incremental, integrated solutions approach
Without the resources to buy and install everything at once many SMBs are adopting an incremental purchasing strategy and a phased approach to implementing applications and communications.
Reshaping the customer experience
The way customers buy products and services is transitioning towards online. All businesses need to consider how this new form of customer engagement will impact on the technology they need.
Mitel has produced a free Buyers Guide to explore these issues further and to help you to navigate the business communications market.
- What are the key trends influencing business communications today?
- What questions should you ask?
- What features, phones and tools does your business really need?
- Is cloud or traditional communications the right choice?
- A glossary to demystify telecoms terms