Unified cloud communications for the services industry

As COVID-19 pandemic disrupted industries worldwide, the strain on business communication because of lockdown measures has led to a forced shift towards contactless. Most businesses facilitated work from home support almost overnight. According to BCG, almost 60%-90% of the customer facing workforce, be it sales, service or business development in India logs in remotely.

Even before the pandemic, companies were exploring ways for an enhanced customer experience beyond the traditional phone-based support. The pandemic necessitated and expedited the entire process.

The adoption of web conferencing, live chat, social media, SMS, WhatsApp and chatbots skyrocketed to ease the burden on professionals.

Even when the world emerges from the aftermath of the pandemic, the advances made in digital customer experiences are here to stay. The next step is to move towards robust processes and operations which leverage the potential of digital and human-centred service to craft a superior experience for all stakeholders.

Let’s explore the technologies crucial for galvanizing the move towards contactless.