According to Gartner’s definition, digitalization is the use of digital technologies to change a business model and provide new revenue and value-producing opportunities. Top performing businesses are spending 34% of their budget in support of digitalization, increasing to 44% by 2018.
- 2017 Gartner CIO Agenda Survey
IT’S NO SECRET THAT DIGITIZATION IS CHANGING
OUR WORLD FASTER THAN EVER BEFORE.
It’s creating new opportunities for companies to gain market share and pull ahead of their competition.
To keep up, organizations are shifting their focus toward innovation and business agility. What does it mean to be agile? It’s all about achieving better performance and results through teamwork.
An agile company:
- Learns, responds, and adapts rapidly by encouraging an open flow of information
- Encourages innovation and experimentation
- Brings together an ecosystem of employees, customers, and partners, all working as a team
The right collaboration tools help make it easier for an organization to adapt to market changes and evolve their business faster. This ebook covers the fundamentals of building a more customer-centric business through cloud-based architecture in order to enable better collaboration.
77% of CEOs
say that digital technologies are creating value for internal and external collaboration.
BUILDING A COMPANY WITH THIS LEVEL OF
AGILITY REQUIRES CLOSE COLLABORATION.
Collaboration is a human activity that focuses on getting people to work together more effectively so they can reach common goals faster. And having the right set of collaboration tools accelerates these efforts.
Organizations are adopting more collaboration tools because they deliver tangible business results. They not only help drive innovation, but they can improve the workplace itself—not just for employees, but for partners and customers who interact with it. These tools are changing the way people engage and are boosting employee satisfaction, productivity, cost savings, competitive advantage and innovation.
Multiple studies prove this point:
- A survey by ZDNet states that collaboration has become central to the high functioning of today’s knowledge worker
- PWC’s global annual CEO survey revealed that CEOs say that use of collaboration technology is key to creating and managing effective partnerships.
According to Gartner
of team coordination will occur through mobile group collaboration apps.
TODAY, PEOPLE WORK FROM ANYWHERE—AT HOME, IN COFFEE SHOPS AND AIRPORTS, HOTEL LOBBIES, AND EVERYWHERE IN BETWEEN
People also tend to work differently, using their favorite devices, such as phones and tablets, and methods, such as video and messaging. And the mix is constantly evolving–especially as millennials enter the workforce.
And working together isn’t always about working with internal coworkers. Now, a typical project might involve engaging with a broader ecosystem of business partners, vendors, employees, and even customers.
It’s clear that the “one size fits all” approach won’t work for today’s agile businesses. People need to discuss issues interactively and connect with one another to build closer, more trusted relationships. They need to share ideas and information, make decisions, and document and recall them effectively. An effective collaboration platform will make communication simple and natural for everyone, regardless of their preferences.
CLOUD-BASED COLLABORATION IS BUILT ON A COMMON ARCHITECTURE WITH A SET OF CORE COMPONENTS
Cisco Unified Communications in Action: The Heart of Collaboration
Connect an engineer in London with a project manager in New York to review a design.
Reach a doctor at her office or on the hospital floor instantly when a patient needs urgent care.
Or set up a video conference or share your desktop with a single click.
VoiceMaxx CE from West includes Cisco’s Hosted Collaboration Solution (HCS), which is based on Cisco Unified Communications Manager. It delivers voice and video communications, mobility, messaging, and presence. It also enables web and video conferencing across your whole company, and beyond.
VOICEMAXX CE IS DESIGNED TO DELIVER THE RIGHT EXPERIENCE TO THE RIGHT
ENDPOINT, AT THE RIGHT TIME, VIA THE CLOUD
A variety of high definition (HD) video and audio endpoints make it easier for employees to collaborate and share content on their device of choice.
Endpoints designed to connect securely with your existing endpoints and network bring agile collaboration to every room, every desk, and every pocket.
Every Room: Whether you’re training dozens of salespeople or conducting a performance review in a small office, we offer the right video endpoint for the right space. Automated standup and whiteboard modes as well as settings enable flexible work styles and make it easy to share content and interact face to face—as easily as if you were together in the same room.
Every Desk: Desktop endpoints bring the office and mobile worlds together. With touchscreen interfaces and contact list support, placing an HD video call is as easy and intuitive as a phone call, so you can easily share content and interact face to face in real time.
Every Pocket: Jabber, Cisco’s mobile client, allows your workforce to stay connected on their favorite device—tablet, laptop, or smart phone. Employees can access collaboration tools like instant messaging, presence, voice, video, voice messaging, desktop sharing, and conferencing wherever they are.
BUILD A MORE CUSTOMER-CENTRIC BUSINESS BY INTEGRATING YOUR COLLABORATION TOOLS
Connect a customer with the most knowledgeable account representative—the first time they call. Pull in a supervisor on video to close a customer loan faster. Deliver comprehensive customer profiles to your customer care representatives using contact-related data for faster, more efficient service. Segment customers, and monitor resource availability to meet customer care demands and include presence integration to increase caller satisfaction through improved agent performance.
West Cloud Contact CE, which includes Cisco’s Hosted Collaboration Solution for Contact Center, helps your contact center provide a more customer-centric business by integrating seamlessly with your collaboration tools. Cloud Contact CE delivers advanced capabilities enabling you to:
- Smoothly integrate inbound and outbound voice applications with Internet applications including real-time chat, web collaboration, email, video and social media. This integration helps agents support multiple interactions simultaneously, regardless of which communications channel the customer has chosen.
- Provide incoming callers with automated, intelligent self-service using touch-tone input or speech recognition. Callers can access and modify their accounts, place orders, get status updates, retrieve information - all without speaking to a live agent. This paradigm results in dramatic savings in agent costs.
These features and more are all available through simplified, prepackaged contact center and hosted solutions from the cloud.
WHEN YOU GIVE YOUR EMPLOYEES ACCESS TO COLLABORATION OVER THE CLOUD, YOU SET THE STAGE FOR SOME POWERFUL BUSINESS OUTCOMES
Build a More Flexible, Efficient Company
Cloud-based collaboration helps your organization get out in front of changing markets and new demands.
Deliver collaboration services faster so you can scale up or down when your business needs to evolve.
Free up your IT teams to focus on things that matter most, like growing your business and serving your customers better, instead of managing network devices.
Pay only for what you need with a simple monthly subscription.
Shift your business model from a CapEx focus to an OpEx approach for more predictable costs.
KEEP UP WITH
Deliver the latest collaboration features quickly and simply using the cloud.
Easily meet user expectations, and IT requirements, without the headaches of maintaining and upgrading an on-premises solution.
USE COLLABORATION TOOLS TO ENABLE OFFICE WORKERS, MOBILE AND REMOTE WORKERS, AS WELL AS TEAMS TO BECOME MORE PRODUCTIVE
- Help mobile and remote workers be as productive as they are in the office. Securely extend your company’s network and applications to them wherever they are. Our cloud-based collaboration includes built-in support for all leading smartphones, tablets, and laptops, and offers the same collaboration tools that are in office.
- Easily meet with co-workers, mobile and remote workers and outside organizations. Your employees, customers, and partners can attend meetings from anywhere on any device and share documents, images, designs, worksheets, and more—together with high-definition audio and video.
- Interact anywhere with video. There’s nothing like meeting face to face to solve a problem, share knowledge, or reach a decision. You can choose from our rich endpoint portfolio to support high-quality video in every room, every desk, and every pocket.
- Collaborate from within business applications. Access collaboration and conferencing tools directly from the applications that you use most often, like email and CRM solutions.
YOU’VE INVESTED A LOT IN YOUR TECHNOLOGY, AND YOU DON’T WANT TO RIP AND REPLACE YOUR PHONES AND NETWORK GEAR. SIDESTEP EXPENSIVE UPGRADES WITH THE CLOUD
Integrate cloud collaboration with your current systems and applications using solutions based on open standards and interoperability.
Stay secure and help safeguard your company and customer data, as well as your reputation.
Maintain integrity and privacy to protect your business, employees, customers, and partners with a secure cloud solution.
Take advantage of advanced cloud technology in a hosted solution that’s as secure—or even more secure—than traditional on-premises systems.
Not all cloud offerings are created equal. Commodity-based services are typically hindered by cloud architectures that limit flexibility and workload mobility. They provide best-effort performance and may offer insufficient SLAs. Often security, compliance, and data privacy are inadequate as well.
CISCO POWERED HCS ADVANTAGE
VoiceMaxx CE, which extends and augments the benefits of Cisco HCS, offers a complete unified communications solution along with the savings, ease of management, and rapid scalability of the cloud. VoiceMaxx CE includes:
- Business phone line/DID
- Long distance
- Voicemail with unified messaging
- IM/presence with softphone
- One to one video
- Call recording
With VoiceMaxx CE you’ll always have access to the collaboration tools, colleagues and information you need. And it integrates with the productivity, CRM, and storage solutions you already use.
West even offers hybrid deployment options that allow you to move to a full cloud solution at your own pace. A West UC specialist can help you design and implement a plan unique to your environment and needs.
IN THE LEADERS QUADRANT
Gartner Magic Quadrant
For UC as a Service, Worldwide
WEST IS A LEADING PROVIDER OF CISCO-BASED UNIFIED COMMUNICATIONS AND COLLABORATION SOLUTIONS. SOLUTIONS INCLUDE:
Cisco HCS (as part of VoiceMaxx CE)
Cisco HCS for Contact Center (as part of Cloud Contact CE)
Cisco Cloud Connected Audio (CCA-SP)
Cisco WebEx Cisco Jabber Cisco Collaboration Meeting Rooms (CMR)
Cisco Spark and Cisco Spark Hybrid
West’s proven ability to deliver Cisco-based solutions has earned us a top spot in several areas:
The world’s leading Cisco WebEx provider
The world’s leading Cisco CCA-SP provider
The leading Cisco HCS provider in the US
The 2016 Cisco Collaboration Cloud Partner of the Year (Americas)
Gartner UCaaS Leader
West has been named a Leader in the Gartner Magic Quadrant for UCaaS for six consecutive years, with the report specifically citing VoiceMaxx CE, as our lead UCaaS offer.
For more information, reach out to one of our experts using the form at the top or side of this page or call 855.554.0455.