Whitepapers
Why UCaaS is the Future of Customer Engagement
Lessons and consumer behaviors learned during the pandemic were inevitably carried over. UCaaS is critical for keeping colleagues connected and, during COVID-19, video, in particular, emerged as an invaluable component of the UCaaS experience.
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The pandemic has been a fast-acting catalyst for the adoption of Unified Communications technologies at an enterprise level. In the world of business, enforced remote working saw previously office-based workers embrace video calls and instant messaging for internal meetings and collaboration. Meanwhile, in the Healthcare sector, video has revolutionized patient care – allowing in-depth consultations, without in-person interactions.
However, as the world slowly returns to normal, it is no longer simply a case of keeping business running smoothly while working from home. With an increasing number of organizations making the switch to a fully remote or hybrid workforce, a “work from wherever” model is now critical. What’s more, lessons and consumer behaviors learned during the pandemic are inevitably carrying over.
Contact centers must adapt to a consumer base that expects organizations to be accessible whenever, wherever, and through whatever channel is most convenient to them.
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