Expert Blog

Success in the provision of UCaaS ultimately boils down to having a full understanding of the market and a specific approach to customers, says Justin Hamilton Martin, Sales Director, Enreach for Service Providers. Here, he lays out the key consideration points he believes should be at the forefront of a reseller’s strategic UCaaS thinking...

Cloud technology has transformed how many services and applications are delivered, giving access to sophisticated functionality previously only available to big enterprises with large budgets. Unified Communications as a Service (UCaaS) is part of that cloud revolution, and represents an opportunity for service providers to offer powerful contact technology to business customers

How people collaborate and communicate has in many cases been narrowed down to the size of a screen. That is why it is so important to make digital collaboration as meaningful and effective as possible, whether internally or customer-facing. In the same way that businesses would not tolerate office space that is not fit-for-purpose, the same should apply to online workplaces, and collaboration is an essential component of those environments.

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.

Contact centre platforms have previously been seen as the preserve of large corporations that can afford substantial upfront investment in infrastructure, handle lengthy and complex deployment projects and attract the attention of large, global service providers to ensure good customer service. However, as familiarity and comfort with cloud solutions have increased, many of these barriers have been reduced or removed. Smaller businesses are now using cloud-based contact- centre-as-a-service (CCaaS) platforms and this is empowering them with large enterprise-grade contact centre functionality.

– 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.”