Enterprises are using digital technologies to transform their businesses, identify new sources of revenue, improve customer experience, and create a competitve advantage. IDC-defined third platform technologies, around cloud, mobile, social, and big data/analytics, are fundamentally changing the way business is conducted and driving better business results.
Cloud communications is a critical digital transformation enabler. It’s essential for businesses to implement these technologies thoughtfully and to integrate them into existing enterprise infrastructure and applications. The research shows that when deployed effectively, cloud-based solutions provide new options for customer-facing and internal communications to improve revenue, profitability, customer satisfaction, retention, and productivity. Nonetheless, many companies and decision makers still don’t understand how communications can help drive business.