REDWOOD SHORES, Calif., Oct. 23,
2017 /PRNewswire/ -- A new Oracle Communications study
The Cloud Redefines Customer Experience revealed that enterprises
view in-application communications technologies as critical to
enhancing customer experiences and gaining a competitive edge and
higher growth. While 65 percent of enterprise IT decision makers
polled noted that embedded communications will become the dominant
way of communicating with employees, suppliers and customers moving
forward, nearly half (46 percent) noted they lack the expertise to
deploy new communications technologies.
View the entire survey here for more information.
Enterprises risk losing customers, revenue and competitive
advantage if they don't meet their customers' expectations of
engagement and experience. As such, enterprises are increasingly
turning to cloud-based communications solutions to effect this
change and achieve their business objectives, although many are
still behind the curve when it comes to infusing critical
communications capabilities into their business transactions.
Industries including education, energy, engineering and
construction, financial services, public sector, technology,
healthcare/life sciences, hospitality and retail rated their
companies "below a C" in this regard.
"Businesses are under increased pressure to accelerate digital
change to improve customer experiences and employee productivity,
all while lowering costs," said Doug
Suriano, senior vice president and general manager, Oracle
Communications. "Businesses need the agility to take advantage of
the latest communications technologies – be they chatbots, HD
Voice, HD video, screen sharing, and annotation – to achieve these
objectives, but many lack the infrastructure and expertise to do
so. The race is on for companies to quickly implement these
technologies, and they are increasingly looking to the cloud to
help them achieve success."
The survey also found that:
- Fast adoption means faster growth: Those that described
their communications adoption culture as "Leader" or "Aggressive"
tended to achieve a higher revenue growth rate relative to their
plan (more than 10 percent).
- Cloud drives better business outcomes: The majority of
enterprises (74 percent) agreed that cloud-based communications are
a key factor in achieving business objectives, and nearly
three-quarters expect to accelerate the deployment of cloud-based
communications technologies over the next five years. 65 percent
agree that communications embedded within cloud applications will
become the dominant way of communicating with employees, suppliers,
and customers.
- Adoption comes with specific benefits: Enterprises see
benefits in using communications cloud services, including
increasing flexibility, reducing costs, and increasing worker
productivity.
- Security remains a top concern: Even though security
concerns are the number one barrier to adopting the cloud, 60
percent of respondents consider cloud-based communications more
than or at least as secure as on-premises solutions.
The survey polled 323 enterprises IT decision makers with buying
authority for communication hardware and software across
North America. To learn more about
how you can transform your enterprise through embedded
communications technologies, visit here.
About Oracle
The Oracle Cloud offers complete SaaS
application suites for ERP, HCM and CX, plus best-in-class database
Platform as a Service (PaaS) and Infrastructure as a
Service (IaaS) from data centers throughout the Americas,
Europe and Asia. For more information about Oracle
(NYSE:ORCL), please visit us at oracle.com.
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SOURCE Oracle