Landline instead of Mobile: 4 Trends in Business Communications31. July 2017 Published by Raphael Doerr
The world of business communications is changing rapidly. While the worldwide sales of smartphones increases and more and more people use their smartphone for both personal and business activities, VoIP, SIP and CTI are taking over the world of business telephony. Not to mention the use of e-mail, WhatsApp, chat and other digital ways of communication on the shop floor. What are the developments regarding business communications? What are the most important end user demands? And what are missed opportunities?
Gigaset asked for help from its social media followers to determine the most important trends in business communications.
Trend 1: e-mail before telephony
Seventy percent of the people does not make the best use of their business phone: they only use the basic functions or even prefer using e-mail over their business telephony system. A lost opportunity, since contact by telephone offers important advantages over other ways of communication like e-mail, texting or social media. It’s communication on a more personal level, and it allows people to add dimension and emotion to their words in order to communicate more efficiently.
Trend 2: availability and user-friendliness
The modern business phone sometimes resembles a real designer piece. But the outside isn’t the only thing that counts. Users also rate availability (34 percent) and user friendliness (32 percent) as important criteria when it comes to business phones. The reason? Customer demands are higher than ever. Thanks to online developments and new technologies, consumers demand quick service and answers. A company’s availability – both online and offline – is therefore more important than ever to optimize customer service and efficiency. Therefore, a business telephone needs to offer all basic functions and end user needs, including mute, do-not-disturb, transfer and handsfree functions. For telecom manufacturers, it’s important to translate customer demands into their devices, by agile product development and frequent feedback.
Trend 3: conference call
When it comes to conference calls, business people still grab their landline to make a call. Not surprising, since landlines offer multiple advantages over mobile conference calls. Not only the voice and audio quality is better when using a desktop or other fixed telephone system, you also eliminate the risk of running out of battery or losing your mobile phone.
Trend 4: availability before CRM connection
Companies vary in their opinion on the biggest advantages of desktop phones. Most important advantages are easy call-forwarding and the possibility to always be available via one’s desk. End users are also positive about the fact that the battery never runs out. Connection from a desktop phone to a business CRM system however, is an underestimated benefit. Undeserved, since connecting telephony systems and CRM offers various operational efficiencies. Computer Telephony Integration (CTI) for example, can speed up phone calls by showing caller’s details and enable businesses to offer social, personal service while still gaining operational benefits. Seize the opportunity!