As we’ve seen in the past, flexible and adaptable companies thrive. The focus on the resilience of business and increasing flexibility will allow businesses to succeed in an ever-growing, changing working environment.

Business leaders have endured a series of essential lessons throughout the last couple of years. There was a lot to learn from the epidemic; however, perhaps the most valuable learning was being flexible and agile in the face of rapid shifts. Businesses that can adapt to the unexpected have fared better than those that cannot quickly react and defend their technology, operations and employees from threats and chaos. According to McKinsey, the most resilient businesses had a profit margin of 11% higher in 2020 compared to 2019. This highlights that flexibility is a significant element in the growth of value.

Adaptability is vital to long-term success as technology and change continue to shape how businesses operate. In the World Business Telephony Forecast, MZA has been as explicit as to name flexibility as one of the critical business communications trends for 2022. It specifically points to the requirement for more flexibilities in the working environment, technology, licensing, and payment models.

Table stakes to ensure the survival

What is the reason flexibility will remain an essential characteristic after COVID? It all boils down to greater expectations. Whether a business is facing difficulties or trying to improve its productivity, employees and consumers are now more discerning than ever before.

Customers today are aware of what they want and trust that companies “get” the value of their business and fulfil it. They’re also becoming increasingly paradoxical, seeking to be connected, not part of the equation, and provided with equal treatment but an individual approach. They’re expecting experiences to be full of features, simple and constant. However, they’re also enthralled by the unplanned. Gartner has called”the “Everything Customer” mindset, and it’s causing us to demand to use the services we have and the experiences we enjoy to “be well-organized” all around us.

The same mindset is spilling onto the workplace. Our experiences as consumers drive the exact expectations for how we work. Workers want to work with employers who maximise their potential to be a positive influence. This means that journeys must be consistent across all personas, modalities, and interactions. In other words, the business experience is supposed to be simple, fun and rewarding for all the personas of clients and employees.

Offering the “Total Experience”

Helping to support”The “Everything Customer” requires delivering a customized customer experience and a multi-experience digital journey that’s intelligent, contextual and consistent. The “Total Experience” integrates and elevates the customer experience, employee experience, multi-experience and user experience to create a single seamless, workstream collaboration experience. However, providing this higher degree of user experience requires the ability to accommodate narrow usage scenarios that a single specially-designed application can’t achieve. Platform-based cloud computing is essential to break down the barriers between roles and persons and provide the flexibility to offer a complete experience.

Cloud as a toolkit but not an endpoint

The cloud plays a vital function in achieving this increased degree of flexibility. However, it is much more than “moving to the cloud.” Flexibility means using the cloud as a collection of tools to help you build more intimate relationships with customers and employees. In addition, providing The Total Experience requires utilising the cloud as an infrastructure to transform and modernize business communications.

With cloud-based experiences, enterprises are provided with the tools to control their Total Experience and accelerate innovation. This is a massive leap from the previous monolithic approach to business communication. With one cloud-based platform, businesses can swiftly adjust to meet the needs of customers and employee demands and provide customized experiences targeted at specific use cases.

Quicker time to market

Cloud-based platforms enable unified communications as a platform (UCaaS) and contact centre as a service (CCaaS) communication platform and workstream collaboration. These workstreams work in concert to speed up innovation-making projects that require months or even years to be accomplished in weeks or days. Additionally, AI applications, like green screening, upscaling transcription, translation, and noise cancellation, are swiftly added and upgraded on any device or mode. This increased agility and speed of adding value provide a distinct competitive advantage for companies as they compete for customers’ focus and time.

Enhancing virtual learning using an immersive learning platform

In reality, more flexibility provides many benefits for firms but also benefits other companies, like higher education institutions.

In the situation at Clemson University, the pandemic caused the rapid switch to online-based courses. In the case of Professor Dr Alex Feltus, Professor of Genetics & Biochemistry, this required a quick transformation of a traditional face-to-face Bioinformatics course with labs to an all-digital system. Utilizing the capabilities of Avaya’s OneCloud(TM) platform, Dr Feltus soon realized that his program resulted in students being more engaged and improved performance and an overall superior experience to the traditional method.

“I wanted to expand my course beyond the classroom in order to provide an experiential element,” says Professor Feltus. “I was looking for something where I could take the things I did in my lab and in my classroom and then scale it up.”

Since the fall of 2021, faculty and students have been forced to return physically to their classrooms. But Professor Feltus has no plans to return to teaching in a full-time classroom due to the increased degree of collaboration and communication his class has experienced thanks to OneCloud. OneCloud platform. In addition, thanks to the built-in analytics feature, he’s also benefiting from real-time data that he now has to look at to determine anyone who hasn’t been on the platform for a long time and might require additional assistance.

“It’s an entirely different experience I am convinced it’s helped me become an even better teacher by 50 times.”

Looking ahead

Companies that were flexible and agile have escaped the spread of the virus. They were not just adept at adapting quickly to the changing environment and reimagining their experience using the appropriate tools performed better. The focus on the resilience of business and enhancing flexibility has enabled companies to flourish in an ever-changing and changing workplace and be better prepared for the next disruption thrown our way.

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