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.