Parallel Lines: “A new dawn”

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“Focus on service is essential, particularly in view of customers’ specific needs as their business requirements and profiles change. This is a new dawn”By Mke Hallam, managing director, Wish Communications

Unified communications is to experience huge growth over the next few years. It will be transformational for organisations such as Wish Communications and the way in which they recognise return on investment.

It is not a case of simply deploying the technology; it depends fundamentally upon how it is used. In most cases, the benefits of unified communications require a fresh approach to how telecoms fit within an organisation’s business processes.

Historically, mobile dealers have equated strategic direction to amassing a customer base. But that has developed with the addition of landline and mobile data solutions, as well as the introduction of revenue share.

And with those, the sector is looking now to provide more meaningful and broader solutions that suit customers’ very specific requirements. This move is a vital step to a full and mobile-centric unified communications solution.

Integrating an organisation’s disparate communications system into a single cohesive unified communications system ensures a synergy of services from one provider, ultimately reducing cost savings and making communications more convenient.

Embracing present sales channel enhancements, where a customer takes both fixed line and mobile solutions, will enable the transfer to a unified communications solutions to be easier to manage for all parties. And customers already get more clarity through a single monthly bill for their mobile and fixed services.

Unified communications can quickly deliver benefits by simplifying and integrating communication systems. But deployment will depend on individual cases – the cultural fit, as well as how big the transformation of existing systems might be, to ensure the right solutions are identified.

The right blend of software and hardware is a complex task. The right provider must be identified. For unified communications, these types of questions get even more complicated, and require very good account management and development.

Focus on customer service is essential, particularly in view of customers’ specific needs as their business requirements and profiles change. Bespoke solutions are necessary, to a greater extent. This is a new dawn of telephony.

Also, with recent Government announcements confirming plans to promote more flexible working, unified communications will help businesses facilitate increased flexibility in their work forces, ensuring employees can always stay connected and collaborate.

Unified communications is no longer a luxury for large corporate organisations; it provides an essential solution that is available to all business shapes and sizes who want to optimise their responsiveness.

Ultimately it is about making communications easy, getting ahead of the competition and giving organisations the opportunity to choose who, when, how and what communication is appropriate.

Unified communications is set to result in providing an organisation with a more effective means to stay connected with employees and customers alike, coupled with the ability to make real-time decisions.

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