Leading Customers through the 6 Stages of Cloud Comms Deployment

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Photo by Raimond Klavins on Unsplash

Service providers must know a customer’s digital transformation goals

Any digital transformation initiative should be divided into six stages: assessment, planning, delivering, managing, transforming, and optimizing. For service providers selling unified communications, the importance of conducting a comprehensive assessment at the start of a cloud communications deployment cannot be overstated. 

Begin the assessment of the project by:

  • Defining the digital transformation goals
  • Integrating the enterprise’s business goals 
  • Understanding the critical workflows and processes

Planning and delivering

Next, in the planning and delivery stages, service providers must help design and implement the appropriate solution. The elements to consider should include the feature set desired and the solution’s performance. 

The proper training of both admins and users will ensure broad solution acceptance and usage. Don’t forget to cultivate internal advocates throughout the company who will be vital to your digital transformation projects’ success and help maximize the return on investment.

The final stages

As they move their customers through the management, transformation, and optimization stages, service providers must stay on top of the project by continuously monitoring and documenting customer costs, productivity gains, and other relevant KPIs. These stats will validate the team’s efforts and make the next digital transformation project easier to push forward.

Remember to capitalizing on the power of APIs and programmability 

Service providers should focus on integrating communications, collaboration, and customer experience solutions by using flexible APIs with the important business and vertical applications. The end objective is to use API flexibility and programmability to:

  • Automate business workflows
  • Increase user productivity
  • Enhance the UX (user experience)

In a recent white paper, Frost & Sullivan reported that 36% percent of the companies surveyed found that “programmable communications” improved operational efficiency by automating processes. 29% of the same respondents said that these adjustable communications helped reduce their customer service team’s workload

“Providers can capitalize on the power of APIs and programmability to elevate the cloud migration conversation to focus on high-level business outcomes.”

Frost & Sullivan, May 2021

Frost & Sullivan survey results

PROGRAMMABLE COMMUNICATIONS DELIVER CONSIDERABLE BENEFITS

BenefitsPercentage of the respondents
Improve operational efficiencies by automating workflows36%
Reduce costs and risks related to human error31%
Improve outbound customer outreach31%
Support worker or customer safety30%
Enhance office worker productivity30%
Reduce customer service workload and associated cost29%
Improve inbound customer interactions27%
Address frontline worker needs27%
Address unique vertical/business-specific use cases25%
Reprinted from Frost & Sullivan May 2021

BUSINESSES’ USE OF APIs IS GROWING

APIPercentage that use now and plan to use in the futurePercentage that do not use now but plan to use in the future
Email
62%
28%
Messaging59%28%
Video58%31%
Voice54%34%
Two-factor authorization53%36%
Provisioning/Management48%37%
Chat Bot/AI46%38%
Reprinted from Frost & Sullivan May 2021

Get your complimentary copy of the Frost & Sullivan report

The Frost & Sullivan visual white paper titled Enabling Disruption Through Innovative Business Models and Advanced Cloud Collaboration Solutions is available for download now

 You will learn 

  • What APIs businesses plan to use in the near future
  • Top 10 types of criteria that are used to choose a cloud comms provider
  • What 68% of UCaaS buyers say is crucial to their purchase decision
  • Cloud strategies that are key to digital transformation
  • Cloud migration plans for businesses within the next two years
  • How to choose platform partners that unlock value on all levels
View Report

The next Frost & Sullivan report-inspired blog: Guiding Businesses on their Digital Transformation Journeys

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