In 2021, there are more ways than ever to communicate. But do you feel that sometimes this is actually making it more difficult to talk and work together?

If you do, you’re not alone. Recent research shows that 36% of companies now have up to 10 different solutions for communication and collaboration.

TEN.

And very few of them talk and work together. This is costing organizations in big ways, from the front office to the contact center. But this post isn’t about the cost of siloed communications. You can find that one here. This post is about the ROI of a platform approach.

Recent research from Metrigy, which provides metrics-driven strategic guidance to technology leaders, has made the case that the less tools, the more value. Their research shows that organizations that have moved to a single unified communications and collaboration provider experience:

  • a 54% increase in revenue versus 26% for companies that use multiple providers for unified communications (UC) and the contact center (CC)
  • a 37% increase in customer experience (CX) ratings vs. 30% for companies that use multiple providers
  • a 22% decrease in the monthly cost per contact center agent with one UC and CC provider

View the infographic here.

And they’re not the only ones proving the value. Aberdeen Research, in its report, The ROI of Uniting Unified Communications and Contact Center, shows that unified communication-enabled contact centers achieve:

  • a 50% increase in agent productivity
  • a 2.9x average handle time improvement year-over-year
  • and an 80% decrease in customer complaints.

When contact center agents can collaborate with organizational SMEs to find quick answers to customer questions, and the organization can see trending topics of conversation from the contact center, for example, this creates a powerful advantage.

The platform pays off.

Interested in seeing more from analysts on this topic? Read all about it in 8x8’s Essentials series here.

Interested in seeing 8x8’s offerings when it comes to a platform approach? Check out the information here.