Presented by Zoom
In today's hybrid work environment, teams distributed worldwide often face challenges that hinder productivity and engagement. Communication struggles across various tools and systems complicate IT processes, leading to increased costs and frustrations. Alarmingly, nearly 70% of employees report feeling disengaged at work.
"Companies recognize that their most valuable asset is their employees, which is why enhancing employee experience is crucial for the future of work," explains Gary Sorrentino, Global CIO at Zoom. "Before the pandemic, many employees tolerated subpar workplace experiences, but today, they actively seek organizations that prioritize productivity and effective communication. A superior employee experience is now essential."
Unified Communications-as-a-Service (UCaaS) emerges as a vital solution for digital transformation and fostering a positive company culture. Let’s explore how traditional communication strategies have faltered and how innovative UCaaS solutions are reshaping collaboration while emphasizing the importance of individual work—all within one platform.
Understanding Employee Challenges
According to Sorrentino, IT leaders often misunderstand their employees’ evolving needs. The workforce that transitioned to remote work three years ago has changed significantly, whether employees are back onsite or operating in a hybrid model. Many have discovered flexible work styles that enhance their productivity, making rigid communication and collaboration methods increasingly challenging.
"It’s a common sentiment: ‘I figured out how I want to work, when I want to work, and where I want to work. Now, you're trying to change that," Sorrentino states. "IT leaders need adaptable solutions that align with employees' preferred communication methods—be it chat, voice, video, or email—rather than forcing them into a predefined mold."
Why UCaaS Is the Right Solution
UCaaS integrates voice, video, and collaboration tools into a single cloud-based platform, streamlining communication and enhancing collaboration in ways that directly improve operational efficiency and business outcomes.
Practically, it serves as a universal translator, allowing employees to work in their preferred modalities without stepping out of their comfort zones. As an all-in-one solution, UCaaS is easier for employees to navigate, empowering them to utilize advanced features and connect in diverse ways.
"A UCaaS solution promotes equity," says Sorrentino. "It enables employees to choose how they want to work, providing tools that facilitate seamless transitions between browsing, chatting, and video conferencing—all within one integrated experience."
Moreover, it significantly reduces the "toggle tax," which refers to the time lost switching between platforms. A study revealed workers toggled between applications 1,200 times daily, wasting nearly 9% of their productive hours.
By aligning employee and client experiences on the same platform, UCaaS fosters clear and efficient communication, minimizing the risk of miscommunication and amplifying connection success.
Backend Benefits of UCaaS
The advantages of an all-in-one solution extend beyond front-line employees to IT staff as well. Simplifying administration and maintaining a single platform enhances work quality and reduces the burden on help desks.
UCaaS simplifies backend management compared to a disjointed assembly of tools, leading to fewer user incidents and lower maintenance demands. Partnering with a technology provider that offers ongoing support and upgrades further eases this burden.
"As companies advance through digital transformation, a patchwork of solutions is challenging to manage and often fails," Sorrentino notes. "Partnering with an integrated provider like Zoom helps maintain connectivity and functionality, enabling you to stay at the forefront of innovation."
This is particularly important as artificial intelligence (AI) increasingly plays a role in UCaaS. AI now offers features such as real-time translation, virtual backgrounds, and intelligent assistants, streamlining user experiences and enhancing productivity.
Selecting a UCaaS Provider
When considering an all-in-one communications platform, clarify your needs before engaging with vendors. Identify gaps in both employee and customer experiences and ensure potential providers offer a fully integrated solution that also works with external applications.
Also, factor in the total cost of ownership.
"It’s more than just licensing fees," Sorrentino emphasizes. "Consider support costs, running expenses, training, and the value of a vendor that continually evolves, adds features, and stays attuned to market needs."
As Sorrentino concludes, understanding what employees truly want and need is key to ensuring their ongoing engagement and satisfaction.
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