New technology enabling the delivery of Financial Services to everyone.

That we live in
an ever more digitized world is immediately apparent if you are a citizen of
Western Europe, North America or East Asia/Australasia. Accessing social media,
communications and retail shopping – increasingly on a smartphone – are
commonplace today. But what is less obvious to consumers is the underlying
technology that powers this ubiquitous, always on world of discourse, commerce
and communication that is being adopted virtually everywhere. Technology is
rapidly changing how we do just about everything.

Klaus Schwab at
the World Economic Forum (WEF) a year ago spoke of a ‘Fourth Industrial
Revolution’, one based on what he described as cyber-physical systems[1]. While
the majority of his predictions are still to scale up, one that has already
arrived is underlying the core of the digital economy: the new technology that
is powering digital currencies and
online payments and is changing how banking and other players in the
financial services industry (FSI) interact with their customers.

At its most
basic, banking historically provided the essential service as an intermediary for
the exchange of cash for goods or services. This remained essentially unchanged
from Renaissance Italy, where modern banking emerged, to the end of the 20th
century. The tools bankers used progressed to double entry bookkeeping to
essentially the same ledger process powered by mainframe computers. Over the
centuries the controls also remained unchanged: with few exceptions, government
issued the currency and the banks its distribution.

Cash is now on
the decline in many economies; large denomination banknotes are being removed
from circulation as being a societal risk in that they enable criminals and tax
evaders to easily hide their crimes. Direct electronic payments can now replace
most transactions from paying for a taxi fare in Kenya with a simple sms phone
service via M-Pesa[2],
to ewallets that are replacing plastic credit cards[3]. Depending
on the country, the amount of cash in circulation as a percentage of total
monetary value averages about 8% globally and has been declining[4]. In
Sweden it is now so low (1.5%) the Riksbank is
seriously studying the replacement of cash completely with emoney[5].

The commonality
behind both the fourth industrial revolution and the revolution in currency and
payments is the widespread adoption of the new technology that is both agile
and that can affordably scale: this is hyper-scale Cloud
computing: services that scale to thousands of servers that can provide unique
security advantages in addition to agility and economy.

The FSI sector: banks, insurance companies and
securities market makers are being profoundly affected by what is now seamless machine
to machine communication, enabling the full automation of double entry bookkeeping,
reducing costs for all parties in the transaction.

This brief paper
will examine how the FSI sector may become more robust and how regulators may
approach these fundamental changes, today, tomorrow and in the future.

The Financial Industry today.

The move away
from cash is not driven by the incumbent banks or financial institutions as
much as it is being pushed forward by software engineers, start-ups and
entrepreneurs, including the established technology giants. It is also being
abetted by governments that are keen to close loopholes for money laundering,
corruption and terrorist finance. The removal of the €500 note in 2016 (nicknamed the ‘Bin Laden’) is a
direct consequence of this policy as is the replacement of high value notes in
India and Venezuela in late 2016. Only Switzerland and Singapore have high
value notes today. The former US Secretary of the Treasury, Larry
Summers, has even called for the US$100 bill to be eliminated[6]. Moreover with interest rates at
historic lows, many banks now charge for large cash deposits to reflect the
real cost of handling cash (as well as asking where it came from). Cash is no
longer King for banks, but a liability.

This has fueled
the move to mobile money from Beijing to Johannesburg, where it
has effectively brought banking to over 15 million South Africans for the
first time[7].
The World Bank reports that while just 1 percent of adults globally use only a
mobile money account, in Sub-Saharan Africa, this rises to 12 percent or 64
million adults, with 45 percent of them having only a mobile money account[8]. In
Nigeria, the new national identify card has electronic payments functionality
built in to the EMV chip[9]. Thus
technology is driving financial inclusion around the world through lowering the
barriers to gain access to low cost payment services, a key issue in addressing
inequality and development. This is also recognised by APEC as a driver of the
digital economy[10]

Start-ups, banks and telecom companies are all
competing in an increasingly crowded market for online and mobile financial
services, so how is a potential customer to choose? When banks first started
their journey to empower customers, it was not altruistic: cost containment was
the driving issue. Although having been introduced as long as 50 years ago, the
ATM remains central to the banking industry and adoption is still growing in
many countries, with a projection for over 3.5 million units installed worldwide
by 2020. Depending on the bank’s location, the cost of ATM vs a counter service
transaction is approximately 90% lower. ATM’s remain central to a cash economy,
but the installed base is decreasing in Europe in line with the decrease in
cash as the prime means of transaction and the rapid uptake in Europe of online
banking for other services[11].

The next round of automation was phone banking
followed in the late 1990’s by the first recognisable online banking service enabled
by the internet. The first true internet enabled banking (videotext in the 1980’s
never really took off) was not embraced until the widespread availability of the
World Wide Web (www) and the internet browser. This was launched in 1995 by
Wells Fargo bank in the US which enabled customers to interact with their
accounts for information via its website.

At the end of 1999 penetration was less than 0.4% of
households in the U.S. but by 2004, some 33 million U.S. households (31%) were
using some form of online banking. In the UK online banking grew from 63% to
70% of internet users between 2011 and 2012[12].

Rajesh Kumar, Professor at the Institute of
Management Technology Dubai, UAE, referenced a report that a typical branch
teller transaction in the US costs the bank US$4.25, dropping to $2.40 through
a phone call centre and then plunging to only US$0.20 for the same transaction
online. He has further postulated that a mobile transaction will be less than
half that again at US$0.08[13].
This is a decrease in cost almost comparable to Moore’s Law for computing[14]. This
is an important observation as it is access today to new technology, in
particular the collection of services under Cloud computing, that will enable both
FinTech companies and FSI’s to drive down costs even lower.

Paradoxically it is both a faster internet in more
developed economies and weaker broadband infrastructure in lesser ones which has
led to mobile becoming a far more practical option to carry out tasks and
duties in developing economies.

This in turn leads to what will be one of the
key differentiators in a crowded bank/FinTech market in the near future: lowering
the cost of transactions to as close to zero as possible.

The Financial Industry of tomorrow.

If we take the closing
sentence above as the starting point, and if we further take tomorrow as
January 1 2017, we have to ask is this practical and what does it mean for the
FSI sector? Temenos is a Swiss company that is a major supplier of core banking
systems worldwide. John
Schlesinger, Chief Enterprise Architect at Temenos, stated “The advantages of Cloud computing in terms of cost
and customer experience look more compelling than ever.” In a recent paper
written by David Arnott, CEO Temenos, customers were asked questions regarding
benefits and barriers in adopting cloud services. The major benefits cited were
lower overall IT costs (58 percent); ability to shift to new technology (50
percent) and to add new business functionality more quickly (34 percent).

Before we get
into details, as banking has at its core the provision of services for both
citizens and the financing of the exchange of goods and services, in other
words trade, let’s look at that first. A U.S.
International Trade Commission study showed that cross-border data flows and
the business trends that they enable generate enormous value globally:

More globally
connected Economies increase their gross domestic product (GDP) growth by up to
40 percent more than less connected Economies.
Information
and communications technology (ICT) usage enables growth, particularly in
emerging economies, by giving new and small businesses ready access to global
service delivery platforms.
Removing
trade barriers faced by digitally intensive firms would markedly increase GDP,
wages, sales and employment. Embracing cross-border data flows reduces physical
trade barriers and reduces the impact of geographical isolation from major
export markets.

As the French
economist Thomas Piketty has recently observed, protectionism does not produce
wealth, and free trade and economic openness are ultimately in everyone’s
interest.[15]

Anyone who has
used an Over the Top (OTT) service, so called as they layer on an internet
connection, is already experiencing
close to zero cost for their voice phone calls and SMS. Software and hardware
companies are increasingly morphing into technology service companies and are making the world’s
best technology available to consumers at close to zero marginal cost; many supported
by advertising. Free voice messaging apps like Skype, WhatsApp or Allo enables people
to communicate and collaborate in ways – and at price points – never possible
before. Online search
saves the average consumer many hours each year to find products and services.
GPS enabled mapping saves even more in time: congestion, fuel and pollution are
all reduced in guiding people to where they need to go. Online marketplace
platforms like Alibaba.com, Global Sources, Amazon and eBay mean micro
enterprises and individuals can access global markets instantly.

An increasing majority of these instances host their
data and it is processed in a Cloud infrastructure, where the owner of the
service has outsourced the hardware and often the software and storage for
their service. A Cloud enabled infrastructure using managed data centres that
may scale on demand and therefore reduce the cost per transaction. Distance is no longer a barrier nor is the
cost of communication which has dropped virtually to zero due to packet
switched technology, the same technology that powers the Cloud.

But not all
Cloud offerings are delivered equally. Although the basic attributes may be
created and hosted on smaller data centres, the Cloud efficiencies really come
to the fore in hyper scale deployments: literally thousands of servers in a
single geographic cluster. This is well suited to the financial industry which
needs such scale to drive down transaction costs. The only limitation to this
is really regulation: regulators that do not open to the hypercloud will create
a disadvantage to their national banks in being unable to scale to increase their
agility to modernise ageing legacy infrastructure and to embrace change and
reduce costs. This disadvantage will, over time, both limit the
services available to customers in the country and competitiveness.

There will certainly be some classes of data that
regulators want stored locally (although over time I believe this will be
minimal), so hybrid options are okay for now. Current policy focus needs to be
on data classification and management rather than on large scale data
localization if the cost and scale benefits of the Cloud are truly to be
realized. It is clear then that for banks to be competitive tomorrow
they need to transform today. The
technology for this is available now, in particular as the blockchain provides
an immutable ledger of transactions. As proven with widespread adoption of packet switch technology,
costs have dropped dramatically and by logical extension this may extend to ultra-low
payments transaction costs; what next?

The Financial Industry of the (near) future.

If payments are
the low hanging fruit that may be enabled today by Cloud computing and rolled
out as services tomorrow – that is in 2017 – what of the next five years? In 2015 there were just fewer than five
billion unique mobile subscribers, according to the GSMA, compared with the
global population of 7.4 billion. Forecasts predict 5.6 billion unique mobile
subscribers globally by 2020 – which is likely to be more than the number of
people with electricity at home (5.3 billion), regular bank accounts (4.5
billion), or running water (3.5 billion)[16].

The vast
majority of new subscriber additions will come from developing markets, with
GSMA Intelligence putting this proportion as high as 93%. According to the
International Telecommunications Union (ITU) data shows that while 84 percent
of the world's people live in an area where mobile-broadband services are
offered, only 47 percent are actually using the Internet right now[17]. So
there is a gap to be closed to bring these people into the online world.

A report by the World
Bank Development Research Group and the Better Than Cash Alliance outlined how
the digitisation of payments, transfers, and remittances contributes to the G20
goals of broad-based economic growth, financial inclusion, and women’s economic
empowerment.

Paradoxically it
is the poorest that pay the highest costs for sending money across borders. Recent
research including the GSMA’s ‘Driving a
Price Revolution: Mobile Money in International Remittances’ that looks at the
impact of mobile money on reducing the cost of international remittance and ‘ A
Cloud for Good’ from Microsoft[18]
examines how technology may address this. The average cost of sending US $200
was 2.7 percent, compared to six percent when using global money transfer
operators (MTO’s). Entrepreneurs are aiming for sub 1% costs. So there is a
clear case to encourage inclusiveness for the unbanked into at least the
payments and remittance system as a precursor to full financial inclusiveness,
which is a key Millennium Development Goal (MDG) of the UN.

By lowering the
costs of transactions through automation in the Cloud for mobile devices, banks
can compete with the FinTech payment providers. Also by transforming their
legacy systems to be Cloud based they may gain business from dominant MTO’s (as
well as competitors): their ‘Uber’ moment may be fast approaching.

New ways of financial
transaction accounting are being explored using blockchain technology that is
the concept of a decentralised, independently verifiable, and immutable ledger.
It can be a distributed database or even a decentralised hosting provider, but
for blockchain to reach mass adoption, there are also technical challenges that
need to be addressed, such as scalability and private key management., both of
which may be addressed by taking advantage of hyperscale Cloud computing.

We are headed
towards an era not just of ubiquitous connectivity, but of smartphones heading toward
$US 50 a unit, which is affordable for all except the very lowest income
segment of society. One way to address this gap may be the supervised distribution
to developing countries of the many smartphones that today come off typical 2
year contracts in the advanced countries. These may be voice printed via an app
to end users to prevent resale, with approved charities administering distribution
and not subject to import duties. Given recent trends this segment will rise in
the not too distant future to be connected. It is not inconceivable that
connectivity and access may be a basic human right in the near future; such is
the network effect on economic well-being.

With affordable
connectivity and hardware combined with rapid advances in software leading to
practical uses of artificial intelligence, we are well on the way to what Ray
Kurzweil has described in ‘The Singularity is Near’: beyond the cyber-physical
to the virtual merging of man and machine[19].

This may be enabled through a vision of the Platform, People & Process, whereby the platform
is the Cloud that enables people to access the processes that they want to use,
which in turn will drive growth.

But what about the regulator?

Banks are a
sector of society that has been regulated for decades, and for good reason:
they are the bedrock of trust in all institutions and have failed spectacularly
in the past, some most recently as 10 years ago: banking is still a fragile
institution in many countries. How can this be improved?

A regulator
usually has a dual function: to maintain the stability of the country’s
financial system and to regulate banks and deposit taking institutions. Whilst
both are linked, it is the regulation of banks and how they use the Cloud that
needs clarifying.

The degree of
regulation varies by each country; however a commonality is that the regulators
must be able to examine the records of those regulated. With respect to new
technology, since its inception in the United States, online
banking has been federally governed by the Electronic Funds Transfer
Act of 1978 which somewhat
presciently included ‘remote banking’ programs[20].

Most central
banks have guidelines for bank technology outsourcing, which has been common
for decades and includes contract IT services, data centre hosting, credit card
processing (often abroad) and software. Indeed an examination of software
agreements since the inception of mainframe computing clearly states that the
developer is the owner and the bank merely licenses the software for use. The
majority of such guidelines therefore implicitly have the approval for Cloud
computing services to be utilised by banks, but they may need to be clarified
in an update in some countries. Forward looking regulators have indeed already
done this[21].
Draft guidelines have been submitted by industry associations to central banks
in several counties for consideration.

One often cited reason that regulators have been
slow to approve Cloud outsourcing for banks is that sensitive information may
not be sent or stored outside their jurisdiction. At issue really in the
definition of what is ‘sensitive’, is it personally identifiable information?
If so then the answer is to protect it via data classification and strong encryption[22]. If
it is because no bank data may leave the national borders, then they are
ignoring reality.

This really does not make much sense: if enacted it would
bring the global financial system to a grinding halt as trillions of dollars
are transacted across borders everyday over the bank-owned SWIFT messaging
system. The encryption used by SWIFT as well as the hardware is virtually identical
to that of the major Cloud service providers: if it’s good enough for SWIFT and
in compliance with the same standards and certifications, then there is no logical
reason that the Cloud should not be used by the financial industry in any
country.

The future of the financial
system lies in the ability to reduce the cost of transactions as low as
possible with full data redundancy and security, which I have written about
elsewhere[23]. The technology that will
enable this will be a hybrid of on premise (for core banking services) and
outsourcing, via the Cloud for all non-core banking services.

In
addition to the agility and economic benefits in the Cloud, there may also be a
closer integration of compliance and security with enhanced visibility for
regulators. Security and risk management is a given requirement, but how do you
address the elements that make this up?
One example is that the
Cloud may enable the regulator to also check for bank compliance in virtually real
time, in fact this is being done today in stock trading compliance for insider
trading/fraud detection using the Cloud. This may also reduce a bank’s
compliance costs. In anticipation of this, the New York Federal Reserve has
increased its technical oversight of banks, building on draft federal
guidelines which will come into effect March 1 2017.[24]

Cloud platforms also may
act as “system containers”, providing a new kind of defence in depth (the Cloud
is not only a programmable infrastructure, but a reacting infrastructure: it
allows for monitoring, logging and alerting of “interesting” events, enhancing
security).

From the FSI sector
view, it is clear that they want to deliver competitive quality services, without
any compromise as to data security, confidentiality, integrity and high
availability. At the same time they need to reduce costs to improve the balance
sheet to compete with each other and the FinTech start-ups.

The best way to do this is to adopt the same technology as what the
FinTech start-ups are using: The hyper Cloud. It is available right now and is
well on the way to being the basis for all enterprise computing. Forward
looking institutions will work towards the same goal – utilizing the hyper Cloud to benefit their customers
and the competitiveness of their national economies.

[1]https://www.weforum.org/agenda/2016/01/the-fourth-industrial-revolution-what-it-means-and-how-to-respond/

[2] https://www.mpesa.in/portal/

[3] http://www.toptenreviews.com/business/payment-processing/best-mobile-wallets/

[4] https://www.quora.com/What-percentage-of-the-worlds-money-is-printed-in-cash-bills-coins

[5] http://www.riksbank.se/en/Press-and-published/Speeches/2016/Skingsley-Should-the-Riksbank-issue-e-krona/

[6] http://time.com/money/4226174/kill-100-dollar-bill-500-euro-phase-out/

[7] https://www.theguardian.com/global-development-professionals-network/2015/jun/30/barclays-boss-financial-inclusion-africa

[8] http://www.worldbank.org/en/programs/globalfindex

[9] https://newsroom.mastercard.com/press-releases/mastercard-branded-national-eid-card-launched-nigeria/

[10] http://www.apec.org/Press/News-Releases/2016/0818_ECSG.aspx

[11] https://www.accenture.com/_acnmedia/PDF-10/Accenture-Banking-ATM-Benchmarking-2016.pdf

[12] http://eprints.hud.ac.uk/21250/1/An_investigation_of_risk_management_practices_in_electronic_banking_revised_version_-_Final_accepted_version_-_BBS.pdf

[13] Strategies of Banks and Other Financial
Institutions: Theories and CasesBy Dr. Rajesh Kumar http://www.imtdubai.ac.ae/drbrajeshkumar/

[14] http://www.mooreslaw.org/

[15] ‘Capital in the 21st Century’, Thomas
Piketty Page 523 (English edition) Harvard University Press

[16] https://www.gsmaintelligence.com/research/?file=357f1541c77358e61787fac35259dc92&download

[17] http://www.itu.int/en/ITU-D/Statistics/Documents/publications/misr2015/MISR2015-w5.pdf

[18] https://news.microsoft.com/cloudforgood/

[19] http://www.kurzweilai.net/

[20] https://www.federalreserve.gov/boarddocs/caletters/2008/0807/08-07_attachment.pdf

[21] The UK, Singapore, Australia and
Hong Kong, to name but a few

[22] See Cloud Computing: why security is
not the issue – its data classification. M Mudd 2016

[23] https://thestack.com/expert/michael-mudd/

[24] https://www.governor.ny.gov/sites/governor.ny.gov/files/atoms/files/Cybersecurity_Requirements_Financial_Services_23NYCRR500.pdf

Exclusive! Succeed in the Digital Era with Cloud Communications

In the age of digital transformation, effective communication stands out as a strategic investment crucial for organisational growth. Unified Communications as a Service (UCaaS) emerges as a cutting-edge concept in the realm of information and communications technology, offering integrated communication services through a cloud-based model.

This approach enables organisations to consolidate various communication tools such as voice, video, chat, web conferencing, and collaboration into a centralised platform, fostering seamless communication in the digital era.

The cloud-based nature of UCaaS provides organisations with flexibility, allowing teams to communicate and collaborate without geographical constraints or hardware limitations. By unifying communication tools, UCaaS simplifies infrastructure management and reduces IT burdens, empowering organisations to concentrate on their core activities.

One of the key advantages of UCaaS is its potential to enhance productivity by providing an integrated and user-friendly work environment. Features such as video conferencing, screen sharing, and live chat facilitate efficient communication among teams, regardless of their locations.

A robust UCaaS infrastructure should encompass voice calls, video conferencing, live chat, and cloud-based collaboration, ensuring that organisations can easily access and utilise various communication features. Integration with other business applications, such as email, calendar, and task management, further contributes to establishing a comprehensive communications ecosystem.

The successful implementation of UCaaS relies not only on selecting the right infrastructure but also on effective planning and adoption strategies. Organisations must carefully assess their communication needs and choose a UCaaS service provider capable of meeting those requirements. Involving end users in the implementation and training process is crucial for ensuring the optimal adoption of the UCaaS platform.

In response to the rise of remote work and increased team mobility, having a communication solution accessible from anywhere, at any time, and through various devices becomes paramount. UCaaS not only facilitates enhanced team collaboration but also boosts overall flexibility and productivity.

However, the adoption of UCaaS comes with considerations, particularly in terms of data security and privacy. Storing and accessing communication data via the cloud necessitates a robust focus on information security. Hence, selecting a UCaaS provider with a robust security policy and compliance with industry standards becomes critical for safeguarding sensitive information.

With the right UCaaS infrastructure and a well-planned implementation approach, organisations can optimise both internal and external communications. This not only cultivates a more connected and collaborative work environment but also provides a competitive advantage in navigating the ever-evolving landscape of business challenges.

The OpenGov Tech Day on 23 November 2023, at W Bangkok, Thailand served as an invaluable forum for in-depth discussions on accelerating communications in the digital transformation era. By bringing together organisational leaders from diverse sectors with UCaaS experts, this event aims to shed light on the transformative potential of UCaaS in fostering efficient and future-ready communication strategies.

Opening Remarks

Mohit Sagar∶ UCaaS serves as more than a technological solution – it’s a catalyst for organisational growth

Mohit Sagar, CEO and Editor-in-Chief of OpenGov Asia acknowledges that cutting-edge technology has accelerated a radical shift in the dynamics of the global workplace. The search for collaborative work environments has turned into a strategic imperative for organisations looking to stay ahead in a highly competitive landscape in this era of rapid digitalisation.

At the core of this transformative journey lies Unified Communications as a Service (UCaaS), marking not just the convergence of communication tools but a paradigm shift in the way individuals connect, collaborate, and innovate.

“The very nature of work has evolved – boundaries between physical and virtual spaces blur, diverse teams span the globe, and the speed of decision-making becomes a competitive advantage,” explains Mohit. “The role of unified communications takes centre stage as an enabler, transcending traditional communication barriers to foster a culture of collaboration that knows no bounds.”

UCaaS transcends the subtle technical nuances of unified messaging, video conferencing, and integrated collaboration platforms; it embodies a profound importance in the modern business landscape. Beyond being a merging of communication tools, UCaaS represents a strategic imperative for businesses, offering unparalleled flexibility to adapt to evolving work scenarios. It ensures a seamless experience that extends beyond geographical boundaries, facilitating unhindered communication and collaboration.

Mohit reiterates that more than just a technical solution, UCaaS creates an environment conducive to creativity and innovation. It acts as a catalyst for businesses to navigate the challenges posed by dynamic work situations, providing a framework for smooth and effective communication.

UCaaS emerges as a linchpin, fostering an atmosphere that encourages not just communication but the cultivation of ideas. It stands as a transformative force, empowering businesses to thrive in a landscape defined by change, ensuring they remain agile, connected, and primed for innovation. By enabling businesses to seamlessly navigate changing work dynamics, UCaaS becomes a strategic ally in ensuring operational continuity and workforce collaboration.

The flexibility inherent in UCaaS allows organisations to transcend traditional communication barriers, creating an interconnected workspace where geographical distances are no longer impediments. This not only streamlines workflows but also nurtures a collaborative ethos that is essential for sustained success.

Mohit believes that the collaborative potential embedded in UCaaS becomes a driving force, propelling organisations toward a future where adaptability, connectivity, and creativity converge seamlessly.

“As we navigate the intricacies of the digital age, the importance of UCaaS becomes increasingly evident,” Mohit concludes. “It not only transforms the way we communicate but becomes an integral component of a thriving, forward-thinking organisational culture – one that embraces change, encourages collaboration, and sets the stage for continuous innovation.”

Technology Insights

Nathan Guy∶ Zoom manages technical intricacies, so businesses can concentrate on employees and customers

Nathan Guy, Head of UCaaS, Asia Pacific at Zoom, acknowledges the ongoing challenges confronted by support leaders in diverse companies, ranging from SMBs to larger enterprises. These challenges revolve around the imperative to achieve more with limited resources and meet the growing demand for responsive and proactive customer service.

To overcome these hurdles, according to Nathan, support leaders strategically leverage a combination of technology and automation while maintaining agility to adapt to evolving business landscapes. Effectively scaling teams necessitates the integration of innovative tools and technologies that deliver enhanced outcomes without incurring exorbitant costs.

“The goal is to improve support operations, increase productivity, and maintain a high level of customer service, particularly during peak periods such as Black Friday or the holiday season,” Nathan asserts.

In the area of customer service, seamless support across multiple channels, such as phone, video, and webchat, is deemed paramount. Nathan emphasises the critical role of technology in enhancing user and customer experiences, citing a Gartner survey that highlights the potential risk for businesses if customers experience dissatisfaction.

Nathan elaborates on Zoom’s AI innovation that focuses on empowering individuals and teams responsibly with a federated approach. The Customer Experience portfolio, including Zoom Contact Centre, Zoom Virtual Agent, and the new Workforce Engagement Management (WEM) offering, accommodates the changing dynamics of the future workplace.

Amid economic uncertainty and budget reductions, Nathan stresses the importance of establishing a robust technology foundation for stability and growth. Key elements include a cloud and mobile-first approach, prioritising employee engagement, fostering flexibility, enabling real-time collaboration, and promoting emotional well-being.

Zoom’s commitment to a solid technology infrastructure is evident in its communication and collaboration solutions tailored to diverse needs. The integration of AI further enhances the collaboration experience across Zoom’s solutions, aligning with their ultimate focus on serving customers and employees to thrive in the new era of work.

Recognising the critical role of customer-facing teams, Nathan advocates for empowering these teams as subject matter experts to deliver personalised and delightful experiences. This approach aligns with Zoom’s overarching mission to facilitate success in the evolving landscape of work.

“Customer-facing teams need to address various challenges to provide an exceptional customer experience. By empowering these teams to become subject matter experts, businesses can deliver personalised experiences that delight customers,” Nathan explains.

Jayraj Nair∶ It’s vital to meet consumer needs and demands with personalised, thorough experiences

Jayraj Nair, Customer Experience Lead-ASEAN at Zoom, speaks to the primary objective of merging all product innovations into a unified solution. This holistic solution aims to empower knowledge workers and teams, fostering seamless collaboration internally and with external customers, ultimately propelling business growth.

The spectrum of employee collaboration activities spans calendar management, chat, email management, meeting collaboration, casual huddles, and task conclusion with phone calls. In contrast, customer collaboration encapsulates marketing events, webinars, sales processes, and delivering a unified customer experience, all within a singular interface.

Jayraj shares that the adverse impact of subpar customer experiences on businesses is substantial, particularly in today’s landscape where meeting customer needs demands personalised and insightful interactions despite limited resources. Studies underscore these challenges and highlight the escalating expectations of consumers.

A global Metrigy survey identifies “customer satisfaction” as the top business priority for 2022 and 2023, surpassing other concerns like product and service quality, information security, and revenue generation. Jayraj stresses the criticality of consistently delivering excellent customer experiences, as even a few negative encounters can result in a loss of 60% of customers.

Despite this, only 33% of customers believe that customer service organisations are improving. Recognising the need for digital engagement channels, customer service organisations are actively adapting to address emerging trends and priorities, aligning with Gartner’s predictions of increased spending on digital transformation, artificial intelligence (AI), and security.

Organisations providing a total experience connecting employees and customers are projected to outperform competitors in satisfaction metrics by 25% in both customer experience (CX) and employee experience (EX) by 2024. However, delivering a consistently excellent customer experience becomes challenging when EX and CX strategies are developed independently.

“Recognising the interconnectedness of EX and CX and aligning strategies accordingly can lead to more seamless and satisfying experiences for both employees and customers,” Jayraj explains. “The integration of employee productivity and customer experience is expected to emerge as a prominent trend for 2023.”

A significant challenge in delivering excellent customer experience is the presence of teams working in silos with different tools, hindering effective communication and collaboration. A report suggests that by 2026, around 60% of large enterprises will leverage the concept of total experience to transform their business models.

Zoom addresses these challenges by offering an end-to-end capability for both EX and CX through its cloud-based Zoom Platform. In 2022 alone, the company released over 1,500 new features and products, showcasing remarkable product innovation and expansion.

Zoom’s comprehensive collaboration solutions, including Zoom Phone, Zoom Events, Webinars, Meetings, Zoom Spaces, and developer tools, cater to both employee and customer experience. Their CX products, such as Zoom Contact Centre, Zoom Virtual Agent, and Zoom IQ, further emphasise their commitment to providing comprehensive solutions.

Jayraj reveals that Zoom’s Contact Centre, a video-first omnichannel Contact Centre-as-a-Service (CCaaS) solution, is included in the Zoom platform. It enables businesses to deliver prompt, efficient, and highly personalised customer experiences that drive loyalty and retention.

Zoom Contact Centre integrates unified communications with customer experience, allowing businesses to engage with customers naturally and efficiently. Advanced features like skills-based routing and an intelligent virtual agent enhance the ability to provide concierge-like experiences at scale.

Zoom Virtual Agent, operating 24/7 across multiple support channels, ensures fast and personalised customer experiences, reduces call volumes for human agents, and generates significant operational efficiencies. It can be seamlessly integrated with Zoom Contact Centre and other leading CRM and contact centre solutions.

“All these innovations showcase Zoom’s commitment to providing comprehensive solutions that cater to the evolving needs of organisations in enhancing both EX and CX,” Jayraj concludes.

Closing Remarks

Nathan expressed sincere appreciation for participants, recognising their inputs are underpinned by a shared aspiration and collective commitment to preparing for the digital era. Their unwavering dedication would serve them well as they navigate the ever-evolving landscape of the digital era.

Distilling the outcome of their discussions, he emphasises the pivotal role of communication in nurturing synergy and collaboration among team members, highlighting its critical function in aligning perspectives, cultivating trust, and averting misinterpretations. Effective communication, when coupled with clarity and efficiency, enables teams to overcome potential limitations, fostering a dynamic work environment.

Nathan stresses the significance of facilitating inclusive and sustainable communication for innovation and collective growth within the team, particularly as individuals with diverse backgrounds and experiences collaborate. By championing inclusive communication, they pave the way for a rich tapestry of ideas and perspectives, weaving together a stronger, more resilient team poised for groundbreaking achievements.

Addressing the evolving landscape, Nathan points to the increasing reliance on cloud infrastructure for communication in remote work environments. Ongoing digital transformation has significantly altered communication methods in the workplace, especially with the widespread adoption of cloud infrastructure.

He acknowledges the potential for maximising and optimising cloud systems to boost organisational efficiency, leading to heightened customer satisfaction. Cloud systems provide versatile access to work information and tools, fostering seamless collaboration among team members regardless of geographic constraints.

Mohit reiterates the increasing significance of equipping organisations with a UCaaS system in response to a dynamic communications environment. This approach, attuned to the shifting landscape of communication in the digital era, consolidates diverse communication services – encompassing voice, instant messaging, video collaboration, and document sharing – into a cohesive, unified platform.

His call for the adoption of UCaaS advocates for a deliberate and strategic effort directed towards ensuring that organisations are not only well-equipped but also proactively positioned to effectively address and overcome the communication challenges presented by the digital age.

This strategic outlook underscores the recognition of the transformative power of UCaaS in enhancing organisational communication, fostering collaboration, and navigating the intricacies of modern digital landscapes.

By embracing UCaaS, organisations position themselves to harness the full potential of integrated communication tools, streamline operations, and stay ahead in an evolving digital environment where effective communication is paramount for sustained success.

“Recognising the profound impact that integrated and efficient communications, the investment in a UCaaS system stands as a cornerstone in readying organisations for success in an era defined by constantly evolving modes of communication,” Mohit concludes.

Eksklusif! Sukses di Era Digital Menggunakan Cloud Communication

Dalam era transformasi digital, komunikasi menjadi hal penting sebagai salah satu investasi untuk mendukung pertumbuhan organisasi. Melalui komunikasi yang efektif dan lancar, organisasi dapat dengan mudah melakukan adaptasi di era digital.

Unified Communications as a Service (UCaaS) adalah sebuah konsep terkini dalam dunia teknologi informasi dan komunikasi yang menawarkan berbagai layanan komunikasi terpadu melalui model layanan berbasis cloud. Dengan pendekatan ini, organisasi dapat menggabungkan berbagai alat komunikasi seperti suara, video, obrolan, konferensi web, dan kolaborasi dalam satu platform yang terpusat.

Model layanan berbasis cloud memungkinkan akses yang mudah dan fleksibel dari berbagai perangkat, sehingga memungkinkan tim kerja untuk berkomunikasi dan berkolaborasi tanpa terkendala oleh batasan geografis atau perangkat keras tertentu. UCaaS tidak hanya mengintegrasikan alat komunikasi, tetapi juga menyederhanakan manajemen dan pemeliharaan infrastruktur komunikasi, mengurangi beban IT, dan memungkinkan organisasi untuk fokus pada kegiatan inti mereka.

Kelebihan lain dari UCaaS adalah kemampuannya untuk meningkatkan produktivitas dengan menyediakan lingkungan kerja yang terintegrasi dan mudah digunakan. Dengan fitur-fitur seperti konferensi video, berbagi layar, dan obrolan langsung, tim dapat berkomunikasi secara efisien, bahkan jika mereka berada di lokasi yang berbeda. Selain itu, kemampuan integrasi dengan aplikasi bisnis lainnya, seperti email, kalender, dan aplikasi manajemen tugas, juga merupakan faktor kunci dalam membentuk ekosistem komunikasi yang holistik.

Keberhasilan implementasi UCaaS tidak hanya tergantung pada pemilihan infrastruktur yang tepat, tetapi juga pada perencanaan dan strategi pengadopsiannya yang baik. Organisasi perlu mengidentifikasi kebutuhan komunikasi mereka dengan cermat dan memilih penyedia layanan UCaaS yang dapat memenuhi persyaratan tersebut.

Selain itu, terlibatnya pengguna akhir dalam seluruh tahapan proses implementasi dan pelatihan merupakan langkah krusial yang tidak dapat diabaikan. Dengan melibatkan mereka secara aktif, baik dalam pemahaman akan fitur-fitur yang ditawarkan maupun dalam mengikuti pelatihan yang komprehensif, dapat memastikan adopsi yang sukses dan optimal dari platform UCaaS. Pendekatan ini tidak hanya membangun pemahaman mendalam tentang kemampuan platform, tetapi juga menciptakan keterlibatan yang berkelanjutan, yang pada gilirannya dapat membentuk pengguna menjadi ahli yang percaya diri dalam memanfaatkan semua potensi yang ditawarkan oleh platform tersebut.

Dalam menghadapi tren kerja jarak jauh dan mobilitas tim yang semakin tinggi, memiliki solusi komunikasi yang dapat diakses dari mana saja, kapan saja, dan dari berbagai perangkat adalah kunci untuk mencapai kelancaran kolaborasi tim. UCaaS tidak hanya memfasilitasi kolaborasi tim yang lebih baik tetapi juga meningkatkan fleksibilitas dan produktivitas secara keseluruhan.

Perusahaan mengadopsi UCaaS juga perlu memperhatikan keamanan data dan privasi. Dengan data komunikasi yang disimpan dan diakses melalui infrastruktur cloud, menjaga keamanan informasi menjadi prioritas utama. Oleh karena itu, dalam konteks ini, pemilihan penyediaUCaaS dengan kebijakan keamanan yang kuat dan kepatuhan yang ketat terhadap standar keamanan industri sangat krusial. Menciptakan lapisan pertahanan yang kokoh untuk data komunikasi yang diakses dan disimpan di lingkungan cloud menjadi suatu keharusan, terutama mengingat meningkatnya kompleksitas ancaman siber saat ini.

Dengan infrastruktur UCaaS yang tepat dan pendekatan implementasi yang baik, organisasi dapat mengoptimalkan komunikasi internal dan eksternal mereka dengan sangat lancar. Hal ini tentunya tidak hanya menciptakan lingkungan kerja yang lebih terhubung dan kolaboratif, tetapi juga memberikan keuntungan kompetitif dalam menghadapi tantangan bisnis yang terus berkembang.

Acara OpenGov Tech Day telah digelar pada tanggal 23 November 2023 di W Bangkok, Thailand, merupakan sebuah forum yang sangat informatif. Dalam rangka memfasilitasi diskusi mendalam tentang percepatan komunikasi di era transformasi digital, acara ini berhasil mengumpulkan pemimpin organisasi dari berbagai sektor dengan para ahli Unified Communications as a Service (UCaaS).

Berbagai sesi diskusi dan presentasi dalam acara ini mencakup beragam topik, mulai dari pemilihan infrastruktur UCaaS yang tepat hingga strategi pengadopsian komunikasi yang sukses. Para delegasi dapat mendapatkan pemahaman yang lebih baik tentang bagaimana UCaaS dapat membentuk ekosistem komunikasi yang holistik dalam organisasi mereka.

Salam Pembuka

Mohit Sagar∶ UCaaS merupakan katalisator bagi pertumbuhan organisasi

Mohit Sagar selaku CEO dan Pemimpin Redaktur OpenGov Asia mengakui bahwa teknologi canggih telah mempercepat pergeseran radikal dalam dinamika tempat kerja global. Pencarian lingkungan kerja kolaboratif telah berubah menjadi imperatif strategis bagi organisasi yang ingin tetap unggul dalam lanskap yang sangat kompetitif di era digitalisasi yang cepat ini.

Pada inti dari perjalanan transformatif ini terletak Unified Communications as a Service (UCaaS), yang tidak hanya menandai konvergensi alat komunikasi tetapi juga pergeseran paradigma dalam cara individu terhubung, berkolaborasi, dan berinovasi.

“Sifat pekerjaan telah berkembang – batasan antara ruang fisik dan virtual kabur, tim yang beragam menjangkau seluruh dunia, dan kecepatan pengambilan keputusan menjadi keunggulan kompetitif,” jelas Mohit. “Peran komunikasi terpadu mengambil pusat perhatian sebagai penggerak, melampaui hambatan komunikasi tradisional untuk menumbuhkan budaya kolaborasi yang tidak mengenal batas.”

UCaaS melampaui nuansa teknis yang halus dari pesan terpadu, konferensi video, dan platform kolaborasi terintegrasi; ini memiliki kepentingan mendalam dalam lanskap bisnis modern. Di luar penggabungan alat komunikasi, UCaaS merupakan imperatif strategis bagi bisnis, menawarkan fleksibilitas yang tak tertandingi untuk beradaptasi dengan skenario kerja yang terus berkembang. Ini memastikan pengalaman yang mulus yang melampaui batas geografis, memfasilitasi komunikasi dan kolaborasi tanpa hambatan.

Mohit menegaskan kembali bahwa lebih dari sekadar solusi teknis, UCaaS menciptakan lingkungan yang kondusif bagi kreativitas dan inovasi. Ini bertindak sebagai katalis bagi bisnis untuk menavigasi tantangan yang ditimbulkan oleh situasi kerja yang dinamis, memberikan kerangka kerja untuk komunikasi yang lancar dan efektif.

UCaaS muncul sebagai kunci, menumbuhkan suasana yang mendorong tidak hanya komunikasi tetapi juga pengembangan ide-ide. Ini berdiri sebagai kekuatan transformatif, memberdayakan bisnis untuk berkembang dalam lanskap yang ditentukan oleh perubahan, memastikan mereka tetap gesit, terhubung, dan siap untuk inovasi. Dengan memungkinkan bisnis untuk menavigasi dinamika kerja yang berubah dengan mulus, UCaaS menjadi sekutu strategis dalam memastikan kelangsungan operasional dan kolaborasi tenaga kerja.

Fleksibilitas yang melekat dalam UCaaS memungkinkan organisasi untuk melampaui hambatan komunikasi tradisional, menciptakan ruang kerja yang saling terhubung di mana jarak geografis tidak lagi menjadi hambatan. Ini tidak hanya merampingkan alur kerja tetapi juga menumbuhkan etos kolaboratif yang penting untuk kesuksesan berkelanjutan.

Mohit percaya bahwa potensi kolaboratif yang tertanam dalam UCaaS menjadi kekuatan pendorong, mendorong organisasi menuju masa depan di mana adaptabilitas, konektivitas, dan kreativitas menyatu dengan mulus.

“Saat kita menavigasi seluk beluk era digital, pentingnya UCaaS menjadi semakin jelas,” pungkas Mohit. “Ini tidak hanya mengubah cara kita berkomunikasi tetapi juga menjadi komponen integral dari budaya organisasi yang berkembang dan berpikiran maju – budaya yang merangkul perubahan, mendorong kolaborasi, dan menyiapkan panggung untuk inovasi berkelanjutan.”

Technology Insights

Nathan Guy∶ Zoom menangani teknis kompleks, sehingga bisnis dapat fokus terhadap hal strategis

Nathan Guy selaku Head of UCaaS untuk Asia Pasifik di Zoom, menggarisbawahi terkait berbagai tantangan yang dihadapi oleh berbagai pemimpin perusahaan dari beragam tingkatan. Tantangan tersebut berpusat pada kebutuhan untuk mencapai lebih banyak hal dengan sumber daya yang terbatas dan tuntutan yang terus meningkat untuk layanan pelanggan yang responsif dan proaktif. Untuk mengatasi tantangan ini, pemimpin dukungan secara strategis menggunakan kombinasi teknologi dan otomatisasi sambil tetap menjaga kegesitan untuk beradaptasi dengan lanskap bisnis yang terus berkembang.

Dalam melakukan peningkatan kualitas tim secara efektif, para pemimpin memberikan prioritas dukungan terhadap integrasi alat dan teknologi inovatif yang dapat memberikan hasil signifikan tanpa menambah biaya (cost). Tujuan dari langkah tersebut adalah demi mengoptimalkan operasional, meningkatkan produktivitas, dan menjaga kualitas pelayanan pelanggan. Hal ini menjadi sangat penting terutama pada high season seperti Black Friday atau musim liburan. Pada masa-masa ini, permintaan pelanggan cenderung meningkat secara signifikan. Melalui pengoptimalan dukungan operasional dan produktivitas, perusahaan dapat lebih efisien menangani lonjakan permintaan tersebut, sambil tetap memberikan pelayanan yang baik kepada pelanggan.

Dalam sisi customer service, dukungan yang lancar dari berbagai channel, seperti telfon, video dan webchat adalah penting untuk dipotimalkan. Pengalaman negatif yang dialami oleh pelanggan memiliki potensi besar untuk mengarahkan mereka beralih ke layanan yang disediakan oleh pesaing. Pada saat pelanggan merasa tidak puas dengan pelayanan suatu perusahaan, mereka mungkin mencari alternatif yang dapat memenuhi kebutuhan dan harapan mereka dengan lebih baik. Dalam konteks ini, peran teknologi menjadi semakin krusial, karena kemajuan teknologi dapat menjadi kunci dalam meningkatkan secara signifikan pengalaman pengguna dan pelanggan.

Survei Gartner menyebutkan bahwa lebih dari 60% pelanggan mempertimbangkan untuk beralih kepada competitor akibat pengalaman pelanggan yang buruk. Oleh karena itu, perusahaan dituntut untuk tetap memahami dan memenuhi harapan pelanggan, serta secara proaktif memanfaatkan teknologi guna meningkatkan kualitas dan keseluruhan pengalaman yang diberikan kepada pelanggan.

Teknologi dapat memberikan dampak positif dalam berbagai aspek pengalaman pelanggan, mulai dari kemudahan akses, responsivitas, hingga kualitas layanan secara keseluruhan. Pemanfaatan teknologi dalam memberikan solusi yang efektif dan inovatif dapat menciptakan lingkungan yang mendukung interaksi yang lancar dan memuaskan antara perusahaan dan pelanggan. Oleh karena itu, investasi dalam teknologi yang dapat meningkatkan kualitas layanan dan respons terhadap kebutuhan pelanggan menjadi suatu strategi yang sangat penting bagi perusahaan.

Inovasi kecerdasan buatan (AI) Zoom berfokus pada pemberdayaan tim, guna memastikan penggunaan yang bertanggungjawab melalui privasi keamanan data. Portfolio User Experience Zoom sendiri mencakup Zoom Contact Centre, Zoom Virtual Agent, dan penawaran Workforce Engagement Management (WEM) baru, yang mampu mengatasi dinamika berubahnya tempat kerja di masa depan.

Ketika bisnis menghadapi situasi ekonomi yang tidak pasti dan mengalami pemangkasan anggaran, Nathan menyoroti pentingnya untuk menyusun dasar teknologi yang kokoh sebagai landasan bagi stabilitas dan pertumbuhan organisasi. Beberapa elemen kunci yang ditekankan melibatkan pendekatan cloud dan mobile-first, memberikan perhatian utama pada keterlibatan karyawan, mendorong fleksibilitas, memungkinkan kolaborasi secara real-time, dan mengedepankan kesejahteraan emosional.

Dengan membangun fondasi teknologi yang solid berdasarkan elemen-elemen ini, perusahaan dapat lebih baik mengatasi tantangan ekonomi dan melanjutkan pertumbuhan mereka dengan lebih baik.

Komitmen Zoom terhadap infrastruktur teknologi yang solid terlihat dalam solusi komunikasi dan kolaborasi yang disesuaikan memalui preferensi dengan berbagai kebutuhan user. Penggunaan Integrasi AI mampu meningkatkan pengalaman kolaborasi di semua solusi Zoom. Hal ini sejalan dengan fokus utama Zoom dalam memberikan pelayanan kepada pelanggan dan karyawan agar dapat berkembang di era lingkungan kerja yang dinamis. Dengan mengintegrasikan teknologi AI ke dalam solusi mereka, Zoom berhasil meningkatkan kualitas dan efektivitas kolaborasi, menciptakan pengalaman yang lebih canggih dan responsif untuk para user mereka.

Nathan menyadari bahwa tim yang berinteraksi langsung dengan user memiliki peran yang sangat penting dalam menciptakan user experience yang luar biasa. Dengan memberdayakan tim ini sebagai ahli dalam bidangnya, bisnis dapat memberikan experience yang tidak hanya dipersonalisasi sesuai dengan kebutuhan dan preferensi user, tetapi juga dapat memberikan kepuasan. Hal ini sejalan dengan misi Zoom untuk menciptakan kesuksesan di tengah perubahan kerja yang dinamis secara terus-menerus. Dengan memiliki tim yang memahami dengan baik kebutuhan user dan mampu memberikan pengalaman yang positif, Zoom bertujuan untuk menciptakan lingkungan kerja yang dapat mendukung pertumbuhan, baik bagi pelanggan maupun perusahaan.

“Tim yang berhadapan langsung dengan user perlu mengatasi berbagai tantangan dalam memberikan user experience yang luar biasa,” jelas Nathan. “Dengan memberdayakan tim ini untuk menjadi ahli dalam bidangnya, bisnis dapat memberikan personalised-experience yang membuat user merasa puas.”

Jayraj Nair∶ Memenuhi kebutuhan konsumen, diperlukan pelayanan komprehensif & penyesuaian preferensi

Jayraj Nair, Customer Experience Lead-ASEAN di Zoom, menyoroti tujuan utama adalah menggabungkan semua inovasi produk ke dalam solusi terpadu. Solusi holistik ini bertujuan untuk memberdayakan seluruh pekerja dan tim, untuk mendorong kolaborasi internal dan dengan pelanggan eksternal secara mulus, yang pada akhirnya akan mendorong pertumbuhan bisnis.

Aktivitas kolaborasi karyawan di antaranya dengan melakukan berbagai kegiatan termasuk manajemen kalender, obrolan, pengelolaan email, kolaborasi dalam rapat, pertemuan informal, dan menyelesaikan tugas dengan panggilan telepon. Di sisi lain, kolaborasi pelanggan mencakup kegiatan seperti acara pemasaran, webinar, proses penjualan, dan memberikan user-experience yang terpadu terintegrasi dalam satu interface.

Dampak buruk dari pengalaman pengguna yang kurang memuaskan terhadap bisnis memiliki konsekuensi yang signifikan, terutama dalam lanskap bisnis saat ini di mana memenuhi kebutuhan pelanggan tidak hanya mengharuskan interaksi yang dipersonalisasi tetapi juga pemberian wawasan yang relevan, bahkan ketika sumber daya terbatas. Penelitian dan studi terkait menyoroti sejumlah tantangan yang dihadapi bisnis dalam memenuhi standar pengalaman pengguna yang semakin tinggi, serta menunjukkan bahwa ekspektasi konsumen terus meningkat seiring waktu.

Survei global Metrigy mengidentifikasi “user satisfaction” sebagai prioritas utama bisnis untuk tahun 2022 dan 2023, melampaui kekhawatiran lain seperti kualitas produk dan layanan, keamanan informasi, dan generasi pendapatan. Jayraj menekankan pentingnya untuk secara konsisten memberikan pengalaman pelanggan yang sangat baik, karena bahkan beberapa pengalaman negatif dapat mengakibatkan kehilangan 60% pelanggan.

Meskipun demikian, hanya 33% pelanggan yang percaya bahwa organisasi layanan pelanggan sedang meningkat. Mengakui kebutuhan akan saluran interaksi digital, organisasi layanan pelanggan secara aktif beradaptasi untuk mengatasi tren dan prioritas yang muncul, sejalan dengan prediksi Gartner tentang peningkatan pengeluaran untuk transformasi digital, kecerdasan buatan (AI), dan keamanan.

Organisasi yang menyediakan pengalaman menyeluruh yang menghubungkan karyawan dan pelanggan diproyeksikan akan melampaui pesaing dalam metrik kepuasan sebesar 25% baik dalam customer experience (CX) maupun employee experience (EX) pada tahun 2024. Namun, memberikan pengalaman pelanggan yang konsisten dan sangat baik menjadi sulit ketika strategi EX dan CX dikembangkan secara independen.

Keterkaitan EX dan CX serta mengaligkan strategi secara tepat dapat mengarah pada pengalaman yang lebih mulus dan memuaskan baik untuk karyawan maupun pelanggan. Integrasi produktivitas karyawan dan pengalaman pelanggan diperkirakan akan menjadi tren utama untuk tahun 2023.

Tantangan signifikan dalam memberikan pengalaman pelanggan yang sangat baik adalah adanya tim yang bekerja dalam silo dengan berbagai alat, menghambat komunikasi dan kolaborasi yang efektif. Laporan menunjukkan bahwa pada tahun 2026, sekitar 60% perusahaan besar akan memanfaatkan konsep pengalaman total untuk mengubah model bisnis mereka.

Zoom mengatasi tantangan ini dengan menawarkan kemampuan end-to-end untuk employee experience (EX) dan customer experience (CX) melalui platform berbasis cloud mereka. Pada tahun 2022, Zoom berhasil merilis lebih dari 1.500 fitur dan produk baru, memperlihatkan inovasi produk yang luar biasa.

Solusi kolaborasi komprehensif Zoom, termasuk Zoom Phone, Zoom Events, Webinars, Meetings, Zoom Spaces, dan alat pengembang, melayani baik employee experience (EX) dan customer experience (CX). Produk CX mereka, seperti Zoom Contact Centre, Zoom Virtual Agent, dan Zoom IQ, lebih lanjut menekankan komitmen mereka untuk menyediakan solusi komprehensif.

Jayraj menyoroti bahwa Contact Centre Zoom, solusi Contact Centre-as-a-Service (CCaaS) merupakan platform berbasis video. Hal ini dapat mewadahi bisnis untuk memberikan pengalaman pelanggan yang cepat, efisien, dan sangat personals sehingga dapat meningkatkan loyalitas pelanggan.

Zoom Contact Centre mengintegrasikan komunikasi yang bersatu dengan pengalaman pelanggan, memungkinkan bisnis berinteraksi dengan pelanggan secara alami dan efisien. Fitur canggih seperti routing berbasis keterampilan dan agen virtual cerdas mampu memberikan pengalaman yang memuaskan.

Zoom Virtual Agent, yang beroperasi 24/7 dapat melintasi berbagai support channel, bertujuan untuk memastikan user experience yang cepat, sehingga mampu memberikan efisiensi operasional yang signifikan. Hal ini dapat diintegrasikan dengan Zoom Contact Centre dan solusi CRM serta pusat kontak terkemuka lainnya.

“Semua inovasi ini menunjukkan komitmen Zoom dalam menyediakan solusi komprehensif yang memenuhi kebutuhan berkembang organisasi dalam meningkatkan baik pengalaman karyawan (EX) maupun customer experience (CX),” simpul Jayraj seklaigus dimeriahi oleh tepuk tangan seluruh delegasi yang hadir.

Salam Penutup

Nathan memberikan apresisasi yang sebesar-besarnya kepada para peserta yang turut hadir dalam acara tersebut. Baginya, pertemuan ini menjadi sebuah komitmen bersama untuk mencapai tujuan mempersiapkan diri di era digital.

Komunikasi merupakan fondasi terpenting dalam membangun sinergi dan kerjasama di antara anggota tim. Ketika komunikasi diperkuat dengan kejelasan dan efisiensi, tim dapat melampaui batasan-batasan yang mungkin terjadi. Dalam lingkungan kerja, komunikasi yang efektif memainkan peran krusial dalam menyatukan pemikiran, membangun kepercayaan, dan menghindari kesalahpahaman yang mungkin muncul di antara individu-individu dengan latar belakang, pengalaman, dan pemahaman yang berbeda.

Di samping itu, kemampuan untuk menyampaikan ide, menyikapi umpan balik, serta memahami kebutuhan dan harapan masing-masing anggota tim menjadi lebih lancar dan efektif melalui komunikasi yang terbuka dan jelas. Dalam konteks ini, fasilitasi komunikasi yang inklusif dan berkelanjutan menjadi kunci dalam menciptakan lingkungan kerja yang dinamis, berinovasi, dan mendukung pertumbuhan kolektif bagi setiap individu di dalam tim.

Ia menyoroti, transformasi digital akan semakin menggunakan infrastruktur cloud untuk menunjang komunikasi di lingkungan kerja tim. Melihat semakin maraknya pekerjaan yang dilakukan secara jarak jauh, sistem ini akan mempermudah komunikasi Dengan pemanfaatan yang maksimal dan optimal, operasional organisasi akan semakin efisien sehingga berdampak kepada kepuasan pelanggan yang positif.

Transformasi digital membawa pergeseran besar dalam tata cara komunikasi di lingkungan kerja. Melalui pengadopsian infrastruktur cloud yang semakin meluas, kolaborasi tim dari berbagai lokasi fisik menjadi lebih mudah dan efisien. Sistem cloud memberikan akses yang fleksibel dan menyeluruh ke informasi dan alat kerja, memungkinkan anggota tim untuk terhubung, berbagi data, dan bekerja sama tanpa terkendala oleh batasan geografis.

Oleh karena itu, Mohit menambahkan bahwa persiapan sistem Unified Communications as a Service (UCaaS) menjadi semakin vital dalam merespons dinamika komunikasi di era digital saat ini. Dengan evolusi peran komunikasi dalam lingkungan kerja, terutama seiring dengan perubahan ke arah model kerja yang lebih fleksibel dan terdistribusi, pendekatan UCaaS memungkinkan organisasi untuk mengintegrasikan berbagai layanan komunikasi seperti suara, pesan instan, kolaborasi video, serta berbagi dokumen dalam satu platform terpadu.

“Dengan pemahaman mendalam tentang pentingnya komunikasi yang terintegrasi dan efektif, investasi dalam sistem UCaaS menjadi kunci dalam mempersiapkan organisasi untuk meraih kesuksesan di era komunikasi yang terus berkembang,” tutup Mohit sambil dilanjutkan oleh tepuk tangan peserta.

Exclusive! Succeed in the Digital Era with Cloud Communications

In the dynamic landscape of the digital era organisations are undergoing a paradigm shift in communication strategies, with the adoption of Cloud Communications emerging as a crucial catalyst for success.

In the digital era, the evolution of communication demands a fundamental reassessment by organisations, and at the forefront of this revolution is Cloud Communications. Offering a flexible and scalable infrastructure that goes beyond traditional boundaries, it establishes a centralised platform for communication, collaboration, and information sharing, overcoming the limitations of geographical location and device constraints.

Cloud Communications, particularly within the realm of modern Unified Communications as a Service (UCaaS), unleashes transformative potential by fostering innovation and flexibility and enhances overall organisational agility in the creation of a collaborative workplace. UCaaS represents the evolution of communication technologies, seamlessly integrating diverse communication channels like voice, video, messaging and collaboration tools into a unified platform.

By providing features like instant messaging, presence, and integrated voice and video conferencing, UCaaS empowers teams to collaborate seamlessly, regardless of their physical location. It modernises workplace communication, fostering an environment where employees can more easily connect, share ideas, and collaborate in real-time. This not only enhances productivity but also contributes to the development of a more agile and responsive organisation.

At the core of Cloud Communications is the drive to cultivate a collaborative workplace, where UCaaS takes a pivotal role in breaking down silos and facilitating meaningful interactions. A significant advantage of Cloud Communications lies in its intrinsic flexibility and scalability, allowing organisations to adapt to evolving business needs by leveraging the scalable nature of UCaaS

Whether accommodating a remote workforce, expanding operations, or integrating new communication tools, UCaaS ensures that organisations can evolve without the constraints of traditional communication infrastructures.

The success of any communication platform hinges on a seamless and intuitive user experience, and UCaaS plays a pivotal role in achieving this by offering a unified interface for various communication tools. This simplification not only enhances user adoption but also streamlines the IT infrastructure, diminishing the complexity associated with managing multiple communication channels.

Security is a paramount concern in the digital era, and Cloud Communications addresses this concern through robust security measures. Encryption, multi-factor authentication and secure data transmission protocols embedded in UCaaS ensure the protection of sensitive information. These measures not only foster a secure collaborative environment but also instil trust in the reliability of Cloud Communications.

The OpenGov Tech Day on 21 November 2023 at the Sheraton Imperial, Kuala Lumpur Hotel discussed the latest cloud technology trends and benefits for key sectors in Malaysia, including public, enterprise, education, financial services and healthcare.

Opening Remarks

Mohit Sagar∶ Positive user experience directly results in smooth and effective communication

Mohit Sagar, CEO and Editor-in-Chief of OpenGov Asia states that “communication is at the heart of teamwork”. Particularly in the digital age, promoting teamwork and progress hinges significantly on maintaining openness and effective communication.

The ongoing evolution of innovation and the expanding, boundless nature of workspaces underline the necessity for humans to adapt not just to novel communication methods but also to the overall evolution of work itself. Technological progress has led to an open work environment facilitating cross-border collaboration, remote work, and real-time exchange of ideas, transcending physical limitations.

Mohit stresses that adaptability in communication is not only a need but also a necessity in today’s increasingly connected and dynamic environment. Team members should possess the ability to comprehend and utilise diverse communication platforms, be attuned to varying communication styles among colleagues, and enhance their adaptability to the ongoing shifts in information dynamics.

Sustaining constant innovation requires not just adaptability in communication but also flexibility, a comprehension of evolving work cultures, and an insatiable thirst for knowledge. This underscores the importance of cultivating flexible thinking and robust communication skills across various frameworks, such as meeting presentations, online collaboration, and assimilating information from multiple sources.

A pivotal force propelling the virtual communication era is the infrastructure supporting efficient communication, with User Experience (UX) playing a crucial role. A positive user experience, primarily reliant on an interface that is easy to use, intuitive, and understandable, directly contributes to seamless and effective communication.

The quality of the user experience on a virtual communication platform is significantly impacted by how people interact and collaborate. A user-friendly interface, as well as easily accessible features, ensure that users can focus on the message’s content or communication goals, rather than technical obstacles or platform confusion. The user-friendly interface reduces communication barriers, creates more efficient channels for information exchange, and promotes productive collaboration.

Additionally, features that support various aspects of communication, such as visual collaboration, document sharing, or online meetings, in a single integrated platform are critical. This provides a more holistic experience for users, reduces the need for multiple platforms, which can make coordination difficult, and ensures a focus on communication objectives.

The importance of employing video as a communication tool is steadily gaining traction in the contemporary workplace. The rapid growth of video communication is attributed to its capacity to introduce a new dimension to interpersonal interactions. It encompasses not only verbal communication but also incorporates visual elements, enabling facial expressions, body language, and visual context to enrich the overall communication experience.

“Video in workplace communications provides a richer and deeper platform for collaboration. This enables richer information sharing, deeper understanding, and the possibility of engaging in more dynamic and meaningful discussions,” explains Mohit. “Even in remote working situations, team members can feel each other’s presence through video.”

Video has become indispensable in the contemporary workplace, where remote work and flexibility are increasingly embraced to preserve the personalised aspects of communication. Despite team members being geographically dispersed, the accessibility of video conferencing tools and advanced visual collaboration platforms enables interactions that closely mirror those of in-person meetings, thanks to the sophistication of evolving technology.

“Video is not only an effective communication tool, but also a medium for building closer team relationships, increasing engagement, and increasing collaboration across teams globally,” Mohit concludes.

Technology Insights

Nathan Guy, Head of UCaaS, Asia Pacific, at Zoom, acknowledges the consistent challenges faced by support leaders across diverse company sizes, from SMBs to larger enterprises. These challenges centre around the need to achieve more with limited resources and the ever-growing demand for responsive and proactive customer service.

To navigate these challenges, support leaders strategically employ a blend of technology and automation while maintaining agility to adapt to evolving business landscapes.

In scaling their teams effectively, support leaders must prioritise the integration of innovative tools and technologies that deliver enhanced outcomes without incurring exorbitant costs. The goal is to optimise support operations, boost productivity, and uphold a high level of customer service, especially during peak periods like Black Friday or the holiday season.

In the realm of customer service, seamless support across multiple channels, such as phone, video, and webchat, is paramount. A negative experience can drive customers to consider switching to competitors, emphasising the critical role of technology in enhancing user and customer experiences.

“According to a Gartner survey, over 60% of customers would contemplate moving their business due to a poor customer experience,” Nathan explains. “This presents a significant risk for businesses, and technology is now driving a differentiation strategy to enhance user and customer experiences.”

Zoom’s AI innovation focuses on empowering individuals and teams, ensuring responsible use prioritising privacy and security, and adopting a federated approach that adapts to industry evolution. Their Customer Experience portfolio includes Zoom Contact Centre, Zoom Virtual Agent, and a new Workforce Engagement Management (WEM) offering, addressing the changing dynamics of the future workplace.

As businesses grapple with economic uncertainty and budget reductions, Nathan stresses the importance of establishing a robust technology foundation for stability and growth. Key elements include a cloud and mobile-first approach, prioritising employee engagement, fostering flexibility, enabling real-time collaboration, and promoting emotional well-being.

Zoom’s commitment to a solid technology infrastructure is evident in its communication and collaboration solutions tailored to diverse needs. The integration of AI further enhances the collaboration experience across Zoom’s solutions, aligning with their ultimate focus on serving customers and their employees to thrive in the new era of work.

Nathan recognises the critical role of customer-facing teams in providing exceptional experiences. Empowering these teams as subject matter experts enables businesses to deliver personalised and delightful experiences, aligning with Zoom’s overarching mission to facilitate success in the evolving landscape of work.

“Customer-facing teams need to address various challenges to provide an exceptional customer experience,” Nathan knows well. “By empowering these teams to become subject matter experts, businesses can deliver personalised experiences that delight customers.”

Jayraj Nair, Customer Experience Lead-ASEAN at Zoom, underscores the primary objective of amalgamating all product innovations into a unified solution. This holistic solution aims to empower knowledge workers and teams, fostering seamless collaboration internally and with external customers, ultimately propelling business growth.

The spectrum of employee collaboration activities spans calendar management, chat, email management, meeting collaboration, casual huddles, and task conclusion with phone calls. In contrast, customer collaboration encapsulates marketing events, webinars, sales processes, and delivering a unified customer experience, all within a singular interface.

The adverse impact of subpar customer experiences on businesses is substantial, particularly in today’s landscape where meeting customer needs demands personalised and insightful interactions despite limited resources. Studies underscore these challenges and highlight the escalating expectations of consumers.

A global Metrigy survey identifies “customer satisfaction” as the top business priority for 2022 and 2023, surpassing other concerns like product and service quality, information security, and revenue generation. Jayraj stresses the criticality of consistently delivering excellent customer experiences, as even a few negative encounters can result in a loss of 60% of customers.

Despite this, only 33% of customers believe that customer service organisations are improving. Recognising the need for digital engagement channels, customer service organisations are actively adapting to address emerging trends and priorities, aligning with Gartner’s predictions of increased spending on digital transformation, artificial intelligence (AI), and security.

Organisations providing a total experience connecting employees and customers are projected to outperform competitors in satisfaction metrics by 25% in both customer experience (CX) and employee experience (EX) by 2024. However, delivering a consistently excellent customer experience becomes challenging when EX and CX strategies are developed independently.

Recognising the interconnectedness of EX and CX and aligning strategies accordingly can lead to more seamless and satisfying experiences for both employees and customers. The integration of employee productivity and customer experience is expected to emerge as a prominent trend for 2023.

A significant challenge in delivering excellent customer experience is the presence of teams working in silos with different tools, hindering effective communication and collaboration. A report suggests that by 2026, around 60% of large enterprises will leverage the concept of total experience to transform their business models.

Zoom addresses these challenges by offering an end-to-end capability for both employee experience (EX) and customer experience (CX) through its cloud-based Zoom Platform. In 2022 alone, the company released over 1,500 new features and products, showcasing remarkable product innovation and expansion.

Zoom’s comprehensive collaboration solutions, including Zoom Phone, Zoom Events, Webinars, Meetings, Zoom Spaces, and developer tools, cater to both employee and customer experience. Their CX products, such as Zoom Contact Centre, Zoom Virtual Agent, and Zoom IQ, further emphasise their commitment to providing comprehensive solutions.

Jayraj highlights that Zoom’s Contact Centre, a video-first omnichannel Contact Centre-as-a-Service (CCaaS) solution, is included in the Zoom platform. It enables businesses to deliver prompt, efficient, and highly personalised customer experiences that drive loyalty and retention.

Zoom Contact Centre integrates unified communications with customer experience, allowing businesses to engage with customers naturally and efficiently. Advanced features like skills-based routing and an intelligent virtual agent enhance the ability to provide concierge-like experiences at scale.

Zoom Virtual Agent, operating 24/7 across multiple support channels, ensures fast and personalised customer experiences, reduces call volumes for human agents, and generates significant operational efficiencies. It can be seamlessly integrated with Zoom Contact Centre and other leading CRM and contact centre solutions.

“All these innovations showcase Zoom’s commitment to providing comprehensive solutions that cater to the evolving needs of organisations in enhancing both EX and CX,” Jayraj concludes.

Closing Remarks

Nathan Guy, Head of UCaaS for Asia Pacific at Zoom underscored the transformative potential of cloud communications and highlighted the pivotal role of UCaaS in fostering collaboration within the modern workplace.

The revolutionary shift was brought about by the seamless integration of communication channels – voice, video, messaging, and collaborative tools – into a unified platform. Cloud communications reshape how teams connect and collaborate, breaking down geographical boundaries and enhancing productivity.

Nathan recognises that promoting collaboration in the workplace is not merely a trend but an essential requirement, positioning UCaaS as a strategic facilitator to dismantle silos, boost productivity and cultivate an environment conducive to the flourishing of ideas.

Taking into consideration the paramount concern of safeguarding sensitive information in the digital landscape, the robust security measures embedded in UCaaS, including encryption and multi-factor authentication, ensure a foundation of trust for secure collaboration in the cloud. This emphasis on security underscores the commitment to maintaining a secure environment for sensitive data within UCaaS.

Nathan advocates for organisations to not only recognise the evolving landscape of the digital era but also to proactively embrace it by adopting the most fitting communication tools and strategic plans. In today’s dynamic business environment, adaptability is crucial for overcoming challenges and seizing opportunities.

Highlighting the importance of selecting appropriate communication tools, Nathan underscored the necessity for organisations to align their technology choices with their specific needs and goals. He repeated that a one-size-fits-all view is inadequate in a diverse and rapidly changing digital ecosystem, urging decision-makers to meticulously assess and choose tools that meet their unique requirements. This ensures a seamless integration that enhances collaboration, productivity, and overall operational efficiency.

Nathan stressed the importance of strategic thinking in tandem with adopting these communication tools. He concurs that technology alone cannot guarantee success; it requires a well-thought-out strategy that aligns technology implementation with broader organisational objectives. This approach involves considering factors such as scalability, security, and future-proofing to ensure that the chosen communication tools can adapt and grow along with the organisation.

Mohit underscored the critical importance of not only embracing technological advancements but, more significantly, strategically integrating these innovations into operations. Moreover, integration should be conducted in a manner that closely aligns with the specific objectives and goals of the organisation. This strategic alignment is essential for organisations to harness the full potential of technological advancements and navigate the evolving landscape of technology effectively.

Mohit underscored the paramount importance of adaptability in navigating the complexities of the digital era. Recognising the ever-evolving nature of the contemporary digital landscape, he acknowledges the strategic significance of aligning communication technologies with organisational goals.

Genuine transformation stems from a profound understanding of the dynamic nature of technology and its rapid evolution. As such, true success cannot be had merely in the adoption of advanced communication tools, Mohit believes, but in their thoughtful and seamless integration into the organisational framework.

Mohit reiterated the transformative impact of UCaaS, highlighting its capacity to transcend geographical boundaries and reshape the conventional notion of office spaces. The substantial shift from traditional setups to dynamic ecosystems has been facilitated by UCaaS connectivity, signifying a departure from the limitations imposed by physical locations. This empowerment allows individuals to contribute their expertise and talents irrespective of their geographic presence.

The collaborative power of UCaaS is exemplified by its capacity to create a virtual environment where teams can seamlessly communicate, collaborate, and innovate. The platform enables real-time interactions, breaking down barriers imposed by distance and fostering a sense of unity among individuals dispersed across various locations.

“Regardless of where individuals are situated, UCaaS ensures that each team member can actively participate, share ideas, and contribute their best efforts,” Mohit concludes. “This democratisation of collaboration not only enhances productivity but also nurtures a diverse and inclusive work culture.”

Eksklusif! Mencapai Kesuksesan di Era Digital dengan Komunikasi Cloud

Dalam lanskap era digital yang dinamis, berbagai organisasi bersama-sama sedang menuju ke arah perubahan paradigma strategi komunikasi. Dalam hal ini, pengadopsian Cloud Communications juga semakin meluas bahkan menjadi navigator utama untuk mencapai kesuksesan mereka. Ringkasan ini mencoba menggali lebih jauh ke dalam transformasi Cloud Communications yang potensial, terlebih terhadap Modern Unified Communications as a Service (UCaaS) dalam menciptakan tempat kerja yang kolaboratif sehingga dapat mendorong inovasi, fleksibelitas, dan agilitas organisasi secara keseluruhan.

Era digital menuntut organisasi untuk berfikir ulang terkait pendekatan komunikasi yang akan diimplementasikan. Cloud Communications menjadi alat paling penting dalam menghadapi revolusi ini, sebab teknologi ini mampu menawarkan fleksibelitas dan infrastruktur yang berskala yang dapat mendobrak teknik-teknik lama. Selain itu, Cloud Communications juga menyediakan platform komunikasi yang tersentralisasi, sehingga hal tersebut dapat memutus batasan geografi dan device sekalipun dalam menciptakan kolaborasi yang efektif.

UCaaS merepresentasikan evolusi dalam transformasi teknologi komunikasi. Teknologi ini mampu mengintegrasikan berbagai saluran komunikasi, seperti video, suara, dan alat-alat komunikasi lainnya ke dalam satu platform terpusat. Ringkasan ini mengulas bagaimana UCaaS dapat memodernisasikan sistem komunikasi di tempat kerja, sehingga mampu meningkatkan lingkungan yang dapat memberikan kesempatan tenaga kerja untuk saling terkoneksi, bertukar gagasan, dan berkolaborasi di waktu yang bersamaan. Tentu hal ini tidak hanya meningkatkan produktivitas, tetapi juga berkontribusi pada penciptaan organisasi yang lebih responsif.

Seperti yang sudah disinggung di ata, salah satu keunggulan utama Cloud Communications adalah fleksibilitas dan skalabilitas. Ringkasan ini mengulas bagaimana organisasi dapat beradaptasi dengan perubahan bisnis dengan memanfaatkan skalabilitas UCaaS. Baik untuk menyikapi tenaga kerja yang bekerja dari jarak jauh, meningkatkan operasional, atau mengintegrasikan alat komunikasi yang beragam. UCaaS bertujuan untuk memastikan organisasi dapat berkembang melalui komunikasi yang efektif dan lancar.

Selain itu, user experience yang lancar adalah kunci keberhasilan setiap platform komunikasi. Ringkasan ini juga akan menyoroti bagaimana UCaaS mampu menyederhanakan user experience dengan menyediakan interface sebagai alat komunikasi yang terpadu. Hal ini tidak hanya meningkatkan user experience tetapi juga menyederhanakan infrastruktur TI, sehingga dapat mengurangi kompleksitas pengelolaan saluran komunikasi ganda.

Lebih jauh lagi, keamanan menjadi perhatian utama di era digital. Dalam hal ini, Cloud Communications mampu menangani permasalahan tersebut melalui langkah-langkah keamanannya yang kuat. Ringkasan ini akan menggali lebih jauh terkait enkripsi, otentikasi multi-faktor, dan protokol transmisi data yang aman dalam UCaaS. Hal ini untuk memastikan perlindungan informasi sensitive, guna membentuk lingkungan kolaboratif yang aman menggunakan Cloud Communications.

OpenGov Tech Day telah diselenggarakan pada 21 November 2023 di Sheraton Imperial, Kuala Lumpur Hotel, mendiskusikan terkait teknologi cloud terbaru dan manfaatnya terhadap berbagai sektor penting di Malaysia, termasuk di antaranya, sektor publik, swasta, edukasi, keuangan, dan kesehatan.

Salam Pembuka

Mohit Sagar∶ Interface yang intuitif dan responsif adalah kunci untuk meningkatkan UX yang positif

“Komunikasi adalah sebuah jantung dari kerjasama tim,” ungkap Mohit Sagar selaku CEO sekaligus Kepala Redaktur di OpenGov Asia. Ia menjelaskan bahwa komunikasi dan transparansi adalah faktor terpenting dalam menunjang kerjasama dan kemajuan tim terutama di era digital.

Transformasi inovasi dan struktur ruang kerja yang semakin tidak terbatas dalam konteks saat ini menunjukkan bahwa manusia tidak hanya harus adaptif terhadap cara komunikasi, tetapi juga terhadap evolusi kerja secara keseluruhan. Pertumbuhan teknologi telah menggiring kita ke dalam lanskap kerja yang terbuka, yang memungkinkan kolaborasi lintas batas, kerja jarak jauh, dan pertukaran ide di waktu nyata tanpa terpengaruh oleh pembatasan fisik.

Dalam lingkungan yang semakin terhubung dan dinamis ini, adaptabilitas dalam komunikasi bukan hanya menjadi kebutuhan, tetapi juga suatu keharusan. Individu-individu dalam tim harus mampu memahami dan menggunakan berbagai platform komunikasi, memperhatikan gaya komunikasi dari rekan-rekan kerja yang berbeda, dan memperluas kemampuan adaptasi terhadap perubahan yang terus menerus dalam aliran informasi.

Perluasan inovasi yang terus berkembang tidak hanya membutuhkan adaptabilitas dalam cara berkomunikasi, tetapi juga dalam pemahaman terhadap perubahan budaya kerja, fleksibilitas, serta kemampuan untuk belajar secara konstan. Hal ini menciptakan permintaan akan kemampuan adaptif dan ketrampilan berkomunikasi yang efektif di sepanjang spektrum yang luas, dari presentasi dalam rapat hingga kolaborasi virtual, hingga kemampuan untuk memproses informasi dari berbagai sumber yang berbeda.

Dalam era komunikasi virtual, infrastruktur yang mampu mendukung efektivitas komunikasi menjadi salah satu fondasi utama. Salah satu aspek krusial terkait infrastruktur ini adalah user experience (UX). Memiliki interface yang baik, responsif, intuitif, dan mudah dipahami adalah kunci untuk meningkatkan user experience yang positif, yang pada gilirannya menghasilkan komunikasi yang lancar dan efisien.

Kualitas UX pada platform komunikasi virtual sangat memengaruhi cara individu berinteraksi dan berkolaborasi. Antarmuka yang ramah pengguna, serta fitur-fitur yang dapat diakses dengan mudah, memastikan bahwa pengguna dapat fokus pada isi pesan atau tujuan komunikasi, bukan pada hambatan teknis atau kebingungan dalam menggunakan platform. Interface yang intuitif membantu mengurangi hambatan dalam berkomunikasi, membuka jalur yang lebih efisien bagi pertukaran informasi, dan memfasilitasi kolaborasi yang produktif.

Selain itu, ketersediaan fitur-fitur yang mendukung berbagai aspek komunikasi seperti kolaborasi visual, pembagian dokumen, atau pertemuan daring dalam satu platform yang terintegrasi sangat penting. Ini memungkinkan para user untuk memiliki experience yang lebih menyeluruh, mengurangi kebutuhan akan platform berbeda yang bisa mempersulit koordinasi, dan memastikan fokus pada tujuan komunikasi.

Lebih jauh lagi, Mohit membahas pentingnya pemanfaatan video sebagai alat komunikasi yang semakin menonjol dalam lingkungan kerja modern. Penggunaan video dalam komunikasi telah memperoleh popularitas yang pesat karena kemampuannya untuk membawa dimensi tambahan dalam interaksi interpersonal. Ini tidak hanya melibatkan aspek verbal, tetapi juga visual, memungkinkan ekspresi wajah, bahasa tubuh, dan konteks visual yang memperkaya communication experience.

Penggunaan video dalam komunikasi kerja menawarkan platform yang lebih kaya dan mendalam untuk kolaborasi. Ini memungkinkan berbagi informasi yang lebih kaya, pemahaman yang lebih dalam, serta kesempatan untuk terlibat dalam diskusi yang lebih dinamis dan bermakna. Melalui video, anggota tim dapat merasakan kehadiran satu sama lain, bahkan dalam situasi bekerja dari jarak jauh.

Dalam konteks kerja saat ini, di mana fleksibilitas dan kerja dari jarak jauh semakin dianut, penggunaan video telah menjadi kunci dalam mempertahankan aspek-aspek komunikasi yang lebih personal. Dengan teknologi yang semakin maju, fasilitas video conference yang dapat diakses dengan mudah dan platform kolaborasi visual memungkinkan interaksi yang nyaris sama seperti pertemuan tatap muka, meskipun anggota tim tersebar di berbagai lokasi geografis.

Technology Insights

Nathan Guy selaku Head of UCaaS untuk Asia Pasifik di Zoom, menggarisbawahi terkait berbagai tantangan yang dihadapi oleh berbagai pemimpin perusahaan dari beragam tingkatan. Tantangan tersebut berpusat pada kebutuhan untuk mencapai lebih banyak hal dengan sumber daya yang terbatas dan tuntutan yang terus meningkat untuk layanan pelanggan yang responsif dan proaktif. Untuk mengatasi tantangan ini, pemimpin dukungan secara strategis menggunakan kombinasi teknologi dan otomatisasi sambil tetap menjaga kegesitan untuk beradaptasi dengan lanskap bisnis yang terus berkembang.

Dalam melakukan peningkatan kualitas tim secara efektif, para pemimpin memberikan prioritas dukungan terhadap integrasi alat dan teknologi inovatif yang dapat memberikan hasil signifikan tanpa menambah biaya (cost). Tujuan dari langkah tersebut adalah demi mengoptimalkan operasional, meningkatkan produktivitas, dan menjaga kualitas pelayanan pelanggan. Hal ini menjadi sangat penting terutama pada high season seperti Black Friday atau musim liburan. Pada masa-masa ini, permintaan pelanggan cenderung meningkat secara signifikan. Melalui pengoptimalan dukungan operasional dan produktivitas, perusahaan dapat lebih efisien menangani lonjakan permintaan tersebut, sambil tetap memberikan pelayanan yang baik kepada pelanggan.

Dalam sisi customer service, dukungan yang lancar dari berbagai channel, seperti telfon, video dan webchat adalah penting untuk dipotimalkan. Pengalaman negatif yang dialami oleh pelanggan memiliki potensi besar untuk mengarahkan mereka beralih ke layanan yang disediakan oleh pesaing. Pada saat pelanggan merasa tidak puas dengan pelayanan suatu perusahaan, mereka mungkin mencari alternatif yang dapat memenuhi kebutuhan dan harapan mereka dengan lebih baik. Dalam konteks ini, peran teknologi menjadi semakin krusial, karena kemajuan teknologi dapat menjadi kunci dalam meningkatkan secara signifikan pengalaman pengguna dan pelanggan.

Survei Gartner menyebutkan bahwa lebih dari 60% pelanggan mempertimbangkan untuk beralih kepada competitor akibat pengalaman pelanggan yang buruk. Oleh karena itu, perusahaan dituntut untuk tetap memahami dan memenuhi harapan pelanggan, serta secara proaktif memanfaatkan teknologi guna meningkatkan kualitas dan keseluruhan pengalaman yang diberikan kepada pelanggan.

Teknologi dapat memberikan dampak positif dalam berbagai aspek pengalaman pelanggan, mulai dari kemudahan akses, responsivitas, hingga kualitas layanan secara keseluruhan. Pemanfaatan teknologi dalam memberikan solusi yang efektif dan inovatif dapat menciptakan lingkungan yang mendukung interaksi yang lancar dan memuaskan antara perusahaan dan pelanggan. Oleh karena itu, investasi dalam teknologi yang dapat meningkatkan kualitas layanan dan respons terhadap kebutuhan pelanggan menjadi suatu strategi yang sangat penting bagi perusahaan.

Inovasi kecerdasan buatan (AI) Zoom berfokus pada pemberdayaan tim, guna memastikan penggunaan yang bertanggungjawab melalui privasi keamanan data. Portfolio User Experience Zoom sendiri mencakup Zoom Contact Centre, Zoom Virtual Agent, dan penawaran Workforce Engagement Management (WEM) baru, yang mampu mengatasi dinamika berubahnya tempat kerja di masa depan.

Ketika bisnis menghadapi situasi ekonomi yang tidak pasti dan mengalami pemangkasan anggaran, Nathan menyoroti pentingnya untuk menyusun dasar teknologi yang kokoh sebagai landasan bagi stabilitas dan pertumbuhan organisasi. Beberapa elemen kunci yang ditekankan melibatkan pendekatan cloud dan mobile-first, memberikan perhatian utama pada keterlibatan karyawan, mendorong fleksibilitas, memungkinkan kolaborasi secara real-time, dan mengedepankan kesejahteraan emosional. Dengan membangun fondasi teknologi yang solid berdasarkan elemen-elemen ini, perusahaan dapat lebih baik mengatasi tantangan ekonomi dan melanjutkan pertumbuhan mereka dengan lebih baik.

Zoom’s commitment to a solid technology infrastructure is evident in its communication and collaboration solutions tailored to diverse needs. The integration of AI further enhances the collaboration experience across Zoom’s solutions, aligning with their ultimate focus on serving customers and their employees to thrive in the new era of work.

Komitmen Zoom terhadap infrastruktur teknologi yang solid terlihat dalam solusi komunikasi dan kolaborasi yang disesuaikan memalui preferensi dengan berbagai kebutuhan user. Penggunaan Integrasi AI mampu meningkatkan pengalaman kolaborasi di semua solusi Zoom. Hal ini sejalan dengan fokus utama Zoom dalam memberikan pelayanan kepada pelanggan dan karyawan agar dapat berkembang di era lingkungan kerja yang dinamis. Dengan mengintegrasikan teknologi AI ke dalam solusi mereka, Zoom berhasil meningkatkan kualitas dan efektivitas kolaborasi, menciptakan pengalaman yang lebih canggih dan responsif untuk para user mereka.

Nathan menyadari bahwa tim yang berinteraksi langsung dengan user memiliki peran yang sangat penting dalam menciptakan user experience yang luar biasa. Dengan memberdayakan tim ini sebagai ahli dalam bidangnya, bisnis dapat memberikan experience yang tidak hanya dipersonalisasi sesuai dengan kebutuhan dan preferensi user, tetapi juga dapat memberikan kepuasan. Hal ini sejalan dengan misi Zoom untuk menciptakan kesuksesan di tengah perubahan kerja yang dinamis secara terus-menerus. Dengan memiliki tim yang memahami dengan baik kebutuhan user dan mampu memberikan pengalaman yang positif, Zoom bertujuan untuk menciptakan lingkungan kerja yang dapat mendukung pertumbuhan, baik bagi pelanggan maupun perusahaan.

“Tim yang berhadapan langsung dengan user perlu mengatasi berbagai tantangan dalam memberikan user experience yang luar biasa,” jelas Nathan. “Dengan memberdayakan tim ini untuk menjadi ahli dalam bidangnya, bisnis dapat memberikan personalised-experience yang membuat user merasa puas.”

Jayraj Nair, Customer Experience Lead-ASEAN di Zoom, menyoroti tujuan utama adalah menggabungkan semua inovasi produk ke dalam solusi terpadu. Solusi holistik ini bertujuan untuk memberdayakan seluruh pekerja dan tim, untuk mendorong kolaborasi internal dan dengan pelanggan eksternal secara mulus, yang pada akhirnya akan mendorong pertumbuhan bisnis.

Aktivitas kolaborasi karyawan di antaranya dengan melakukan berbagai kegiatan termasuk manajemen kalender, obrolan, pengelolaan email, kolaborasi dalam rapat, pertemuan informal, dan menyelesaikan tugas dengan panggilan telepon. Di sisi lain, kolaborasi pelanggan mencakup kegiatan seperti acara pemasaran, webinar, proses penjualan, dan memberikan user-experience yang terpadu terintegrasi dalam satu interface.