49% of Businesses Show Poor Collaboration
Experiences Negatively Impacted Customer Experience
Business leaders share insight into what they
need to better communicate and collaborate internally and
externally
HOLMDEL,
N.J., Sept. 24, 2024 /PRNewswire/ -- In a
study conducted by Forrester Consulting on behalf of Vonage, new
insights have emerged demonstrating the significant effects of
inadequate internal collaboration on organizational performance.
The data reveals that businesses plagued by siloed departments and
ineffective communication suffer substantial declines in both
productivity and profitability. Consequently, businesses are
searching for integrated communications solutions for more
efficient operations, better customer experiences, and cost savings
over the next year. The study was commissioned by Vonage, a global
leader in cloud communications helping businesses accelerate their
digital transformation and a part of Ericsson (NASDAQ:ERIC).
According to the findings, when asked how poor internal
collaboration experiences impact their business:
- 49% of respondents found that it has negatively impacted their
customer experience
- 40% say it has reduced employee productivity
- 38% reported that ineffective internal collaboration actually
costs them business.
When asked about business goals, 53% of respondents reported
that they are looking to improve operational efficiency and
productivity, while also improving the customer experience. 48% of
respondents are seeking to reduce costs. These two important
objectives are often at odds, as companies strive to differentiate
their customer experiences - while controlling costs.
This new data serves as a wake-up call for organizations to
reevaluate their collaboration strategies and invest in resources
that will strengthen internal teamwork and communication.
Fostering a culture of open communication and utilizing integrated
collaboration and communications technologies is crucial to enhance
employee engagement and drive business objectives.
The study notes that solutions do exist on the market today, but
it's crucial for businesses to find the right partner with the
right solutions. Organizations can turn to cloud-based
communication solutions, like Unified Communications as a Service
(UCaaS) and Contact Center as a Service (CCaaS). These offerings
provide access to multiple communications channels such as voice,
video, chat and SMS, to increase productivity and customer
experience, all under a single vendor platform.
As decision-makers are searching for more cost-effective and
better-performing solutions to upgrade their current siloed
capabilities, there is both an appetite and intent to connect their
UCaaS and CCaaS solutions.
"The landscape of work is evolving, and companies must recognize
that seamless collaboration is no longer a luxury but a necessity
to thrive in today's competitive market," stated Joy Corso, Chief Marketing Officer for Vonage.
"Businesses are looking for communications solutions to enable
better collaboration, productivity, and internal and external
engagement."
Corso continues, "Unfortunately, we've found that 45% of these
respondents state that their current collaboration tools require
even more time and money to maintain versus relying on these
solutions to simplify processes and reduce business costs. This
study confirms that with a single-vendor combined UCaaS and CCaaS
solution, businesses can take advantage of reliable communications,
secure operations and more cost-effective capabilities. We believe
Vonage solutions, like Vonage Fusion, provide the tools that
businesses can use to help enhance customer experiences and improve
business outcomes."
Businesses can read the full results of the Forrester Consulting
study for more insights and take an interactive quiz on how to
unlock the value of combined communications.
Source: Have your UCaaS/CCaaS Cake, And Eat It, Too; Combine
Core Technologies To Unlock Better Value, Security, and Quality of
Communications - A Forrester Consulting Thought Leadership paper
commissioned by Vonage, June 2024
About Vonage
Vonage, a global cloud communications leader, helps businesses
accelerate their digital transformation. Vonage's Communications
Platform is fully programmable and allows for the integration of
Video, Voice, Chat, Messaging, AI and Verification into existing
products, workflows and systems. The Vonage conversational commerce
application enables businesses to create AI-powered omnichannel
experiences that boost sales and increase customer satisfaction.
Vonage's fully programmable unified communications, contact center
and conversational commerce applications are built from the Vonage
platform and enable companies to transform how they communicate and
operate from the office or remotely - providing the flexibility
required to create meaningful engagements.
Vonage is headquartered in New
Jersey, with offices throughout the United States, Europe, Israel and Asia and is a wholly-owned subsidiary of
Ericsson (NASDAQ: ERIC), and a business area within the Ericsson
Group called Business Area Global Communications Platform. To
follow Vonage on X (formerly known as Twitter), please visit
twitter.com/vonage. To follow on LinkedIn, visit
linkedin.com/company/Vonage/. To become a fan on Facebook, go
to facebook.com/vonage. To subscribe on YouTube,
visit youtube.com/vonage.
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SOURCE Vonage
