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Rethinking Business Hosted Communications Strategy

Wednesday, October 14, 2015 - 11:30
Rethink Business Communications

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When you are comparing enterprise business hosted communications systems, it's easy to get caught up in all the specifications, features, and glitzy demos provided by different vendors. Cool tools tend to rule, and the vendor with the most toys tends to win. It's only after the system is installed that you discover it doesn't actually do what the business needs it to do.

That’s why IT decision-makers need to take a lesson from J.K. Rowling, author of the Harry Potter series (arguably the most successful book/movie/entertainment franchise in history). While the rest of the world anxiously awaited each installment to see how the story played out, Rowling already knew. In fact, in published interviews, she has said she knew what the ending would be before she started writing the first book, and then let that guide the rest of the massive seven-book series.

Achieve Business Goals and Maximize Investments

Start with the outcome in mind—what a concept. Because hosted communications technology isn’t about having the best this or the biggest that. It’s about helping the business achieve its goals by maximizing the value of every communications touch point. It’s about understandingwhy you’re communicating; when you do that, what to use lays itself out like the plot of a good book.

Hosted UC Business Goals

The business spends a great deal of time and effort to recruit and retain the best talent, and line up the right partners. It also works diligently to build client relationships for a lifetime. After all of that, users want enriched communications and collaboration capabilities that make those investments pay off; the communications infrastructure simply has to facilitate those objectives so they can deliver measurable gains to their bottom lines. In Harry Potter terms, the users are the wizards and the infrastructure is the wands, i.e. the tools they use to make the magic happen.

To get there, organizations want to work with partners who can help them achieve business success by optimizing their IT assets through a variety of cloud and on-premises delivery options. The goal is to take advantage of every aspect of their core assets – people, information and processes.

What’s needed now is a more strategic and expansive perspective, one that can make business leaders more effective and elevate IT leaders above the fray of fragmented technology rather than one that is solely focused on moving products for the vendors.  

To make business communications technology truly strategic, you have to look beyond the technology and ask why.

  • Why might we rethink our approach to hosted communications and collaboration?
  • Why might a new approach set us apart in the marketplace?
  • Why might our employees, partners, and customers value this approach?  

By diligently addressing these questions, you make hosted communications a catalyst for enduring growth.

Accelerate Business Growth with the Right Communications Tools

Thinking strategically about hosted communications starts with understanding the performance objectives the business is trying to achieve. And it recognizes there are no all-encompassing, magical product suites—no charms, spells, or “silver bullets”—that will fully address these goals. Products must be interoperable, and they must be integrated within a larger framework and network environment.

Strategic UC for Business

It’s also critical to ensure you are considering performance gains that can multiply over time as opposed to just the “hard” cost savings that deliver only short-term results. When hosted communications becomes a mere “commodity” in the minds of IT decision makers, it becomes merely a means to an end rather than a competitive advantage.  Instead, hosted communications should be viewed in terms of total value equations; accounting for the vast, ongoing returns associated with productive meetings and interactions among professionals.

Strategic approaches to hosted business communications encompass and enable your lines of business. They involve a clear-eyed view of how business gets done – and how business performance can be taken to new levels.

Think of your communications systems and services as strategic enablers at every touch point – for every opportunity you have to come into contact with employees, customers and partners.

Leverage these systems and services to achieve growth:

  • Improving customer relationships
  • Increasing revenue
  • Reducing cost and capital
  • Increasing quality
  • Reducing risk
  • Capturing valuable data

The underlying hosted communications and on-site tools supporting these strategic initiatives, by necessity, must address trends and market drivers such as: user expectations rising as IT budgets diminish; the increase of bring your own device (BYOD) within the enterprise; the rise of mobile/remote/global workers; and the desire for on-demand access to content, colleagues, and data. All of these factors are impacting the way organizations operate and make decisions today. Only by fully leveraging these tools as catalysts for growth opportunities can businesses realize their goals.

One company that understands the value of a strategic approach to business communications isPlanview, a software firm specializing in IT portfolio management.  It capitalized on the power of strategic business hosted communications to launch its own virtual user conference. Due to budget and travel restrictions among its customers, the company sought an alternative to its annual on-site conference.

Impressively, the firm was able to increase attendance by 250%, generate nearly 3,000 content downloads, and enable more than 3,000 visits to 18 virtual booths. What’s more, it facilitated 634 one-to-one chat sessions and 250 meet-the-expert sessions. With a keynote address by Guy Kawasaki, 50 videos, and 35 customer and company presentations, the event far exceeded projected results and demonstrated that thoughtful hosted communications can deliver a powerful experience that deepens customer relationships and drives growth.

Open at the Close - Know Your Story to Know Your Future

While the Harry Potter world is filled with all sorts of magical tools and wonders, those things aren’t what made it wildly popular. After all, there had been plenty of stories about witches and wizards before. What Rowling understood was the real interest lies with the people and how they use that magic to achieve their goals – and she built her story around it.

Future of Business UC

It is no different in your world. The future points to hosted communications as a source of strategic value and competitive differentiation. How you communicate determines how you perform. That’s the reason there is so much riding on the richness of your enterprise’s interactions – whether they occur internally or externally. It’s why so much is at stake in terms of the quality of your hosted communications, particularly as your platforms and applications are tested by the intensifying demands of mobile, remote, and global participants.  

Partnering with an industry leader like West IP Communications can help IT muggles decipher and select the best options for their organization from the many seemingly “magical” hosted communications possibilities.

Start with the end clearly in view – focusing on the wider impact you intend to make – and your organization’s “story” will lay itself out before you as well, as you embark down the path to cloud-based UC deployment.

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