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businesses often work around the clock on projects and benefit from having easy access to team members after normal working hours. In more traditional environ- ments, opening casual communica- tions channels and encouraging after-hours correspondence can be disastrous for morale. Team members may feel compelled to respond to messages and requests at all hours of the night, resulting in burnout and unhappiness. It’s also important to remember that collaboration applications don’t always deliver on their intended promises, which is never good from a sales standpoint. For example, Unify found that nearly 40 percent of respondents said that one of the chief benefits of using collaboration applications is reduced reliance on email. Yet 74 percent of respon- dents said they have not seen a significant decrease in email since they started using collaboration apps. Only 9 percent reported a significant reduction. Agents can serve as trusted advisors for customers during this time by helping them see the larger implications of the tools that they are using and guiding them through the onboarding pro- cess. Collaboration tools should be taken very seriously and open larger discussions about culture and governance. A seemingly small decision such as opening a Slack channel or using a collabo- ration application such as Trello or ClickUp can drastically change employee workflows and lead to unintended consequences — some positive and some negative. Selling collaboration applications may not be as quick a sale as one might assume, and it may require some hand holding. However, a successful implementation can transform a company, earning their trust while opening the door for future revenue streams. o www.teli.net 844-411-1111 Award-winning programmable API solutions that make your applications better User preferences around WSC application usage & security guidelines Source: Unify Square Data Security and Network Performance Critical to UCaas/CCaaS Deployments Source: IDG SMB Security Vendor Complexity of enterprise employees wish their organizations enforced stricter rules around workstream collaboration think more structure will improve work-life balance crave better understanding of how they are expected to use collaboration applications believe more rules will boost productivity 40% 58% 42% 35% Data security Network performance/reliability External management and support Global service consistency Technology integration Hybrid deployment/SIP trunking Critical Very Important Somewhat important Not very important Service Resilience Improvements in SD-WAN (in hours) Source: Nemertes Number of security vendors used within security environment and systems downtime Average outage length Annual downtime 59% 36% 5% 39% 8% 1% 1% 1% 1% 47% 11% 50% 11% 53% 8% 52% 15% 52% 42% 39% 38% 32% 90%+ In-Net 90%+ DIY ALL 0.71 6.75 4 22.4 0 10 20 30 40 50 60 70 80 90 13 84.4 CORE COMMUNICATIONS 27 July - August, 2020 | CHANNEL VISION