Expert Blog

As businesses have had to pivot to being online, demand for remote customer service and support is at an all-time high. Anyone who is customer-facing is in effect a contact centre, or part of one, and as a result of the pandemic, making that experience digitally viable has become a priority. Much of businesses’ engagement with their audiences has been narrowed down to digital screens, so ensuring the best possible customer experience is vital.

– What Justin Hamilton-Martin, Enreach for Service Providers says: “Last year, many businesses rapidly proved flexible working was possible, achieved through a blend of collaboration and communication technologies: from having a reliable network connection through to access to applications. Now they are building on those successes and beyond the quick fixes many adopted in 2020, they are laying foundations for more efficient and flexible working, whether at home, in the office or elsewhere.”

Enterprise-grade UC solutions cover a multitude of users. Is there really a one-size-fits-all solution? Justin Hamilton-Martin, sales director UK, Enreach for Service Providers thinks “there is absolutely no doubt” UC solutions are theoretically capable of scaling from large to small, but what matters is the execution.

The disruption every business experienced in 2020 has pushed forward cloud adoption in the UK. Comms Business looks at the lay of the land, and the opportunities that remain. The cloud has long offered partners new revenue opportunities and the ability to solve problems for their customers.

The global pandemic has inspired a tidal wave of home working innovations and the impact on the conferencing market has been huge. But what comes next? And how can resellers continue to maximise sales momentum in an age where video, and not just audio, is the new king of conferencing?

In recent history, the pandemic has been the single most civilisation-shaping event for populations across the globe, and inevitably, it has changed communication forever. UC Today hosted a roundtable where industry experts shared their views on the biggest changes from last year. In addition to remote communication, there was also the need for channel integration, UX transformation, and a surprising resurgence of audio. Check out the insights from Justin Hamilton-Martin, Director, Enreach for Service Providers, UK