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Communications Solutions Keeping Pace with Digital Transformation

February 09, 2017

As a digital transformation takes hold throughout the technology sector, enterprise communications are changing and adapting. Call accounting and management solutions need to keep up with the digital transformation so businesses can stay on top of an increasingly remote workforce using a variety of devices and applications to communicate.

Digital transformation in the enterprise is creating a situation where individual users need to communicate and collaborate seamlessly across a growing number of devices and applications, many of them cloud based. Teams and departments also require seamless collaboration across an organization, and workers need to be able to communicate and share files with outside users like sales prospects and partners. These disparate “tiers” of communication and collaboration have created some challenges from a call accounting and management perspective, along with opportunities.

Very simply, call accounting must be able to support cloud infrastructure to keep pace with the digital transformation. According to Melanie Posey, research vice president for 451 Research (News - Alert), the number of organizations that don’t use cloud services is on the decline, while a growing number of companies are deploying the software-as-a-service (SaaS (News - Alert)) model for their communications and collaboration needs. The research firm expects a whopping 76 percent of workloads to run in the cloud within the next two years.

For the moment, enterprises are largely using a combination of legacy communication applications and solutions along with some hosted and cloud-based offerings. These solutions must be able to be managed and accounted for, seamlessly, throughout an entire organization and its workers, wherever they happen to be located.

An increasing number of call accounting and management solutions that can handle legacy, hosted, cloud-based and hybrid calling options are coming to market. Many are even offered though a cloud or subscription-based model, enabling flexibility, efficiencies and cost savings for businesses using a variety of communications and collaboration solutions. These offerings can be expected to continue evolving as the digital transformation takes hold, helping businesses and enterprises stay on top of a diverse number of communication and collaboration solutions.

Edited by Alicia Young

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