Redefining communication for the next-gen business

Enterprises need to reinvent communication with new solutions and tailored tools to help the business adapt and thrive in the evolving digital era

With 14 years of responsibility in strategic positions, Aveek Roy, Vice President of International Sales – IMEA, Sangoma has a unique view of the ever-changing landscape of this industry. He used it well as he outlined his keynote at TLF 2023 with a thought-provoking big picture on how the business is being ‘redefined’.

“The world is changing. Previously, travel was a common phenomenon, but now everything is moving to WFH and hybrid work models. We are allocating our resources in a different manner, as per a new work culture. Technology has to connect people sitting in villages, hill stations, and big cities, irrespective of geography,” he said highlighting the changing role of technology.

He also pointed out that while size mattered earlier, like big phones, the digital era has brought in a change. “As the screen size gets bigger, the device gets smaller,” he explained adding that even as the average cost per MB is becoming lower, the telcos’ ARPU cannot become lower. “We need to find ways to increase consumption – like we see how video consumption is increasing,” he stressed.

Roy spelt out how to go about these new shifts.

Data is the trump card

“We should make communication so transparent and easy so that people get rid of friction. Gradually all the bandwidth is becoming a pipe. Data is the new revenue,” he explained. Further highlighting the significance of data as the new revenue source he outlined several key components for the future of business communication. “These components include VoIP, remote extensions, video and presence capabilities, workflow availability, bots, contact centres, and enhanced customer relationship management or CRM integrations. Roy acknowledged the transition from traditional PBX systems to a complex world with new capabilities, where more complexities are being added over time.

Businesses need a robust infrastructure to fully enable cloud telephony and benefit from complete cloud solutions.

Moreover, Roy discussed the changing needs of customers in this evolving landscape. He emphasised the importance of security, SD-WAN, and tailored solutions for different locations. Different enterprises require different tools and services such as DaaS, contact centres, and collaboration applications.

He highlighted the benefits of soft clients, video meetings, CRM connectors, multiple application stores, and DaaS. However, he noted that these services may not be available to enterprises still relying on old telephony systems. As businesses migrate to IP-based solutions, their consumption patterns change and their bandwidth requirements evolve. “It is important to make the right choice based on the unique needs. Today, there are multiple options including Cloud, VoIP, and UCaaS and one needs to plan as per the future goals of the organisation.”

While discussing the advantages of VoIP and cloud solutions, Roy also acknowledged potential challenges such as limited bandwidth availability and data security concerns. He emphasised the need for a robust infrastructure to fully enable cloud telephony and highlighted the importance of choosing between on-premise and complete cloud solutions based on the criticality and security requirements of the work.

He emphasised the goal of fast-tracking the transition of enterprises to IP-based solutions and providing them with tools that were previously limited to a select few due to cost or access factors. He emphasised the need to support all enterprises in leveraging technology to increase consumption and drive their businesses forward.

By Pratima Harigunani

pratimah@cybermedia.co.in