Page 3 - Telecom Reseller May-June 2018

May/June 2018
Telecom Reseller 3
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strategy, with 35 percent delivering on digital transformation.
What’s even more interesting is that other industries are experiencing greater disruption than retail, according to a survey of 2000 C-level executives conducted by Russell Reynolds Associates. Telecom companies ranked second as the most disrupted organizations (media was number one) with 62% of telecom company executives expecting moderate or massive digital disruption. By extension, communication service providers (CSPs) are among the top companies feeling the weight of disruption as they hurriedly try and keep up with their customers’ evolving business needs.
WHERE TODAY’S DISRUPTION HAPPENS: THE CONTACT CENTER
The internet and e-commerce drove the first wave of digital disruption. Social media, peer-based community feedback and mobile applications changed how companies and customers communicate with one another. The Internet of Things (IoT), connected devices, sensors, big data, analytics and artificial intelligence are driving the current wave.
Digital transformation impacts all aspects of
a CSP’s business, from how new products and services are created to how they’re marketed,
sold and supported. The contact center is a primary hub of communication with a CSP’s customers and should be the central focus of digital transformation projects. TM Forum’s Chief Analyst Mark Newman describes
digital transformation not as an ideal for communications service providers but as a mandate that successful CSPs must take seriously.
VITAL ELEMENTS OF DIGITALLY TRANSFORMED COMMUNICATION
Making a successful digital transformation should include initiatives to ensure communication
with customers is seamless and connected on
all channels — particularly web, mobile social, and messaging channels. It’s also imperative
that communication is personalized and even predictive. Customer interactions must be supported by relevant and timely customer data. Digital transformation within the contact center is often aimed at optimizing and improving
the omnichannel customer experience (CX) between CSP and their customer, protecting the relationship and expanding revenue.
Internal initiatives can play into and be applied to external actions, where the CSP focuses on providing an improved omnichannel customer experience to create new lines of revenue by offering contact center as a service (CCaaS) as
a new digital service. This expertise, with both
THE NEW HUDDLE ROOM EXPERIENCE
The Yamaha CS-700
VIDEO SOUND COLLABORATION SYSTEM
An all-in-one huddle room conferencing solution that offers an intuitive collaboration experience with best-in-class audio, video, and screen sharing capability in simple, clutter-free, wall-mounted system.
The 120-degree ultra-wide angle, 1080p camera captures all meeting participants in one field of view — covering 80% more area in the room than traditional video cameras without the hassle of panning and zooming.
With Yamaha’s superior audio technology at the helm, including a beamforming microphone array and a four-element speaker system, the Yamaha CS-700 picks up every spoken word with clarity and delivers amazing audio from the far end.
A single USB connection is all that’s needed for the CS-700 to support audio, video, and content sharing. SIP communications are also integrated, expanding the communication opportunities even further.
For IT staff, the CS-700’s integrated network management system means units can be remotely monitored and managed. Units can also be configured at the same time, easing setup and upgrades for huddle rooms across an organization.
More Information at: revolabs.com/huddle
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