MARKET REPORT Collaboration
adoption for most of the SME
world and they will need to
complete their move to exible
communications technology
and consumption models, and
stabilise their own ship before
exploring further into the idea of
technology = productivity.
Telecoms players beware
however, the IT Crowd will not
be looking for your customers
to slow that progress and as the
HPBX becomes just part of a
30 day application licence mix,
they will be looking to eat your
lunch.”
ED SAYS…
The power of collaboration can no longer be
denied. Further waves of COVID-19 on the
horizon will only cement the working habits
which employees have developed over the
last 6 months. Where does the power sit in the
collaboration community? Customers want
business benefi ts over brands, the agnostic
nature of partners make them an incredibly
valuable asset to the vendors they choose to
work with. Don’t you forget it!
Vendor Interview - Tony Martino, CEO of Tollring
“With the rush to implement collaboration infrastructure now
over, businesses are starting to look towards the longer term,
formalising new processes and, for some, taking time to regroup
and restructure. We believe many businesses will preserve the
hybrid offi ce-remote working model, but understanding the
impact this has on customer communications, as well as on staff
productivity and wellbeing, is key.
We are seeing new demand for collaboration analytics,
particularly on Microsoft Teams, to provide an understanding of
how staff are interacting with both customers and colleagues.
It is becoming increasingly important to understand whether
individuals perform better in an offi ce or home setting and
to consider the wellbeing of staff, using analytics to show if
someone’s behaviour has changed, either over time or suddenly,
and whether they need additional support as a result.
Collaboration analytics also facilitates team performance
improvement and provides insight into whether teams are using
tools effectively, to ensure effective return on investment.
Different business functions operate in various ways, and by
identifying effective work patterns for different departments they
can perform at their best.
Within the next 12 months, expect a greater focus on analytics
in the team collaboration space – particularly where it is combined
with more traditional call reporting, to provide a complete view of
individual and team performance.”
selling based on deep market
knowledge. is is attracting
a new wave of partners with
a healthy focus on customer
experience.
Regardless of how partners
are delivering services to their
customers, we are de nitely
seeing far more focus on the
customer experience, putting
users at the centre, and towards a
mobile- rst UX.”
Jon Dailey from NFON
commented, “First: More and
more people and companies
will take team collaboration
for granted. Cloud technology,
especially telephony from the
cloud, is becoming more and
more established. Second:
Further integrations with other
tools, such as contact centres
and email etc. ere will also
be further capabilities to route
calls via other carriers, such as
direct routing. As more people
work from di erent locations the
use cases and thus opportunity
for the channel will continue to
scale.”
Will Emm from Oak
Innovation said, “Organisations
will be taking a step back,
learning from their experiences
and preparing for the ‘new
normal’. For many, working
from home necessitated
compromises, particularly in
the areas of risk and customer
experience. e importance of
call recording, call analytics
and card payment systems really
come into focus when managing
a highly distributed workforce.”
Iain Sinnott of VanillaIP
added, “I think we will see
customers heavily using the
meeting elements but being
slower to develop a hunger
for the more work ow driven
application adoption. It has
been a big shift in technology
Looking to connect your Teams in motion?
For better mobile UC and cross-team collaboration
choose Spectralink devices.
Learn more http://more.spectralink.com/teamsinmotion
34 | Comms Business Magazine | September 2020 www.commsbusiness.co.uk
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