A new Oracle Communications study ‘The Cloud Redefines Customer Experience’ revealed that enterprises view in-application communications technologies as critical to enhancing customer experiences and gaining a competitive edge and higher growth.
While 65 percent of enterprise IT decision makers polled noted that embedded communications will become the dominant way of communicating with employees, suppliers and customers moving forward, nearly half (46 percent) noted they lack the expertise to deploy new communications technologies. Enterprises risk losing customers, revenue and competitive advantage if they don’t meet their customers’ expectations of engagement and experience. As such, enterprises are increasingly turning to cloud-based communications solutions to effect this change and achieve their business objectives, although many are still behind the curve when it comes to infusing critical communications capabilities into their business transactions. Industries including education, energy, engineering and construction, financial services, public sector, technology, healthcare/life sciences, hospitality and retail rated their companies ‘below a C’ in this regard.
“Businesses are under increased pressure to accelerate digital change to improve customer experiences and employee productivity, all while lowering costs,” said Doug Suriano, senior vice president and general manager, Oracle Communications.“Businesses need the agility to take advantage of the latest communications technologies — be they chatbots, HD Voice, HD video, screen sharing, and annotation — to achieve these objectives,” he said.