Modernised communications underpin operators’ and BPOs’ societal role: Avaya
Faten Halabi, Regional Sales Leader, Avaya talks about the role that telecommunications and business process outsourcing (BPO) play in keeping people connected
The telecommunications and business process outsourcing (BPO) industries have grown to play a fundamental role in connecting people, goods and services in the globalised, digital economy.
When the Covid-19 pandemic forced nations to lock down to contain the outbreak, organisations in these sectors not only experienced unprecedented disruption to their own operations, but became responsible for helping citizens – many on the verge of losing their livelihoods – cope with major upheavals.
Consequently, operators and BPOs were faced with implementing new remote work strategies for hundreds or thousands of employees without negatively impacting the quality or efficiency of their services. It was an uphill battle.
While communications technologies are core to their businesses, the crisis introduced various operational complexities which stunted response efforts. In recent months, operators and BPOs revealed that existing workflows made it difficult to resolve customer enquiries quickly, particularly when multiple departments needed to be involved. They also had difficulty in monitoring whether staff were acting in compliance with security and privacy requirements for data now being accessed outside corporate networks.
Although the rapid deployment of video conferencing and messaging platform offered short-term relief for a large-scale problem, business leaders recognised that long-term recovery would require holistic, not fragmented, communications strategies aligned to business priorities. It all became about modernization.
Focus has since shifted to creating ongoing flexibility, increasing operational agility, and ultimately reducing risk. There is also renewed drive for optimising cost models; operators and BPOs sees ‘consuming’ technology as-a-service as an opportunity to reinvest budgets into customer experience.
To support these objectives and help organisations navigate the so-called ‘new normal’, we have partnered with operators and BPOs to build business continuity plans leveraging Avaya OneCloud Subscription, a program created to give companies rapid access to unified communications and contact centre solutions.
As the name suggests, OneCloud Subscription allows organisations to leverage these technologies through incremental payments rather than large up-front costs, with the ability to scale up and down to overcome operational challenges much faster. This also removes the complexity and cost of software licensing, freeing resources to focus on attending to panicked customers.
Given the typical scale of their operations and customer bases, the OneCloud Subscription program also gives operators and BPOs the ability to combine software, support and devices under one monthly price. This is designed to enable on-premises enterprises to flexibly add new users and services, respond more quickly to business and market changes, and expand competitive opportunities with the speed customers expect.
While it’s still too early to assess the full scale of the pandemic’s impact on our communities, the operator and BPO industries will continue to play a pivotal part in the global recovery effort, and more broadly in our digital lives. As we prepare for the post-Covid-19 era, it is crucial communications strategies are refined to emphasise flexibility and agility so that customer experience isn’t jeopardised when its needed most. Avaya OneCloud Subscription has been created to make that possible – here’s how.