News

Exploring the way customers want to communicate with business

By Tiens Lange, Director Unified Communications and Collaboration Solutions at Westcon-Comstor Southern Africa

 

Well, as it always happens in the technology landscape, just as you are getting used to doing things one way, along comes a new way of doing things with new technologies. But that’s why we love IT, it is always changing and improving the way in which we collaborate and communicate in business internally and with customers.

 

In line with this, a recent report from Forrester Research attests that it is time for businesses to wave goodbye to unified communications (UC) and welcome a new era of customer-activated communication and collaboration (CACC). What that means is that companies need to start exploring the use of innovative communications, collaboration and analytic tools to create a deeper understanding of the customer and seamless interactions across the entire customer experience ecosystem.

 

What CACC means is that businesses will need to implement the technologies that will help them turn customer input into guidelines for creating better customer experiences, so that they can win, serve and retain customers. What Forrester is highlighting is that while unified communications is still important it has its limitations, and when used as a component of CACC, which is, geared directly toward the customer you can make it easier for your business to maintain meaningful relationships with them.

 

According to Forrester CACC is set to become the connective tissue that holds together the customer experience ecosystem. Whether you agree or not, what this highlights is a need for businesses to better understand customers and in turn, they will better understand how to successfully communicate and collaborate with them.

 
..........................................................................................................................

In other news:

Avaya debuts hybrid cloud solutions for midmarket

Dialogic launches software-based load balancer

Exinda’s latest QX platforms break new ground in performance

Fujitsu, others develop high-speed authentication technology for encrypted communications with IoT devices
 
 

Contact

Customer Service Team

Sales

info@westcon.co.za