DX is a hot buzzword that’s been singeing tongues and burning ears throughout the Unified Communications Industry over the last year, but how much do you really know about Digital Transformation and do you think your business is ready to make its journey into the cloud?
What is DX (Digital Transformation)?
Over the last decade the world of business has seen a huge spike in the rise of highly advanced digital technologies that have completely transformed the traditional ways that businesses communicate, both internally and externally. As technology changes, so must business practices and DX is all about addressing those changes to ensure your brand is still relevant in a market that’s constantly evolving.
There’s no point fitting new tyres on a car if the engine’s knackered, just like there’s no point investing in new technology unless you have a clear strategy that addresses all areas of your business, not just one. A Digital Transformation should be a whole scale change to the very foundations of your company; from its infrastructure, right through to what it sells, who it is selling to and how it is selling it to them.
Admittedly, formulating this plan alone and deciding which path to take without the help of well-informed professionals can be difficult, which is precisely why we suggest reaching out to providers such as Avaya, who through open APIs offer in-depth business process integration capabilities and full ongoing support to all of their customers as they embark on their journey into the cloud.
Why are customers seeking DX?
Typically, DX is a loose term with a definition that changes completely depending on who you speak to. As businesses change in size or industry, for example, so do their needs and the needs of their customers. For instance, if you’re a start-up business looking for a fast communications solution that maximises productivity at a minimal cost, going all into the cloud from the start is perfect.
However, if you’re an SME, mid-range business or a contact centre that is thinking of moving into the cloud but has already invested a great deal of capital into traditional comms, a hybrid solution such as Avaya IP Office Hybrid could be the best way to protect an existing investment and lets you make the transition at a gradual, more comfortable pace.
What benefits can DX bring?
Cost Effective Solution – Alongside added flexibility, the massive reduction in call costs, maintenance costs, software/hardware costs (the list goes on and on) is a huge pull for any business looking to save money and increase profits, and with the right digital transformation plan in place, there are no limits to what a company can achieve in the future.
Greater Business Agility – another benefit of DX is that it allows business to gain a clearer scope into their future customers as well as their existing ones, and by doing this can form a long-lasting solution that offers multi-channel support for a wide number of demographics.
Greater Security – in a GBM survey in which more than 900 IT professionals took part, 61% claimed data security was their main reason for choosing the cloud. Theft is one of the most obvious disadvantages of keeping anything of value on-site and ensuring that it is protected 24 hours a day from looming criminals consumes a terrible (and, thanks to cloud, now largely unnecessary) amount of time and money.
Increased Productivity – with unified communications features such as those offered in Avaya IP Office, employees can stay in constant contact with one another and remain connected to the company network from any location with working Internet access.
Improved Customer Experience (CX) – a good reputation is the key to success in any business, so by investing in a cloud communications solution that increases productivity, and maximises an agent’s ability to give great service during every call heightens customer retention rates and, by good word of mouth, can even increase them.
Improved Customer Communication – closing the gap between customer expectation and customer experience is another reason more and more businesses are engaging in DX. With the arrival of digital channels such IM, Chatbots and WebRTC, businesses are able to engage with a whole new generation of customers in a way that is most suitable for their needs.
Journeying forward with DX in mind
As shown above, the benefits of DX to businesses are vast and can drastically improve communications and overall profits, but finding a provider like Avaya that promises to deliver ongoing support from the start of the partnership right through into the future play a crucial role in how successful a digital transformation will be.
Do you believe it is important for businesses to engage in DX? Are there any experiences you wish to share regarding data transformation? Would you like to read the experiences of our other readers on this subject? If so, please feel free to submit your comments to the section below.
