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December 2, 2014

Customer management is key or lose out businesses are warned

Management and integrated comms are vital

By CBR Staff Writer

Organisations looking to gain a competitive advantage must take an integrated approach to communications and customer management, according to research.

Analyst Ovum has released a white paper, alongside call recording specialist TeleWare, that suggests integrated communications can create a range of benefits, including improved employee engagement, businesses agility, process efficiency and customer satisfaction.

"The real value from intelligent communications lies in its ability to bridge the gaps between traditional services, mobile communications, and emerging collaboration applications," said Saurabh Sharma, Senior Analyst at Ovum.

"Intelligent communications allows enterprises to extract maximum value from their investments in communications infrastructure and collaboration platforms."

The white paper, ‘Gaining Competitive Advantage with Intelligent Communications’, examines how organisations can use communications technology to drive productivity and deliver cost savings.

The research also discusses the leading IT trends for 2014-15, which are focused on data capture, risk management, security, compliance, and the continued popularity of bring your own device (BYOD).

"With the increasing popularity of BYOD and smart phones emerging as a key medium for customer service communications, enterprises need to provide appropriate tools to deliver a compelling and well-integrated customer experience via mobile devices to remain competitive," said TeleWare chief executive Steve Haworth.

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