In March, BlogIT sat down with Caspar Hendriks, Global Sales & Partnerships Director at Pridis, to talk about the growing complexity of communication in hybrid work environments—and how ICT partners can play a key role in solving it.
As the number of communication channels grows, so do customer expectations. People now want to engage with companies in real time and on the platform of their choice—whether that’s phone, email, WhatsApp, live chat, or social media. For businesses, this creates an urgent need for flexible, integrated, and intelligent communication strategies.
The good news? ICT partners are in a strong position to help their clients adapt. In the interview, Caspar outlined four essential ways partners can support hybrid teams and enhance organizational accessibility.
Customers today don’t want to be forced into a specific communication channel—they expect to use whichever one feels most convenient. Whether it's messaging over WhatsApp, a phone call, an email, or a quick live chat, the experience should feel seamless.
A true omnichannel approach consolidates all incoming interactions into one clear interface, allowing employees to respond quickly and efficiently, no matter where the message originates.
For resellers and managed service providers, this means helping clients implement advanced tools that unify traditional telephony with modern channels like chat and video. Solutions such as Connecsy by Pridis, which is also offered as part of BusinessCom's My-Connect portfolio as MyConnect Dialogue, enable this seamless integration, providing end users with a single interface for all channels—boosting both internal efficiency and customer satisfaction.
It’s not just about being reachable—it’s about getting the right message to the right person at the right time.
By deploying intelligent routing, companies can automatically direct incoming communication based on predefined rules such as urgency, customer history, or agent availability. This significantly reduces response times and eliminates unnecessary handovers.
For ICT partners, this presents an opportunity to deliver added value by integrating voice, chat, and other channels with smart routing capabilities—often powered by AI. The result? A faster, more consistent customer experience, and reduced workload for service teams.
Hybrid work is here to stay. With employees working from home, in the office, or on the move, ensuring consistent accessibility across locations is critical.
Cloud-based telephony and collaboration platforms make it possible for teams to stay connected wherever they are—on any device, at any time. But to make this work, businesses need properly integrated systems that can bridge the gap between different tools and environments.
This is where partners can shine. By guiding clients toward platforms that support hybrid flexibility, such as MyConnect Dialogue, resellers can help organizations maintain high levels of responsiveness—no matter where their teams are working from.
The way we communicate is constantly evolving. Where phone and email used to dominate, businesses now need to support messaging apps, social platforms, video conferencing, and even AI chatbots.
Forward-thinking partners can help clients stay ahead of these trends by advising on and implementing modern integrations—whether it’s connecting Microsoft Teams with their phone system, adopting WhatsApp Business, or deploying conversational AI to assist with common inquiries.
By keeping their clients on the cutting edge of communication technology, ICT partners not only enhance customer experience, but also future-proof their own service offering.
Improving accessibility in today’s hybrid work environment isn’t just about installing new tools—it’s about creating a thoughtful, flexible strategy that connects people, processes, and platforms.
By focusing on:
Omnichannel experiences
Intelligent routing
Hybrid workforce support
And future-proof integrations
…ICT partners can position themselves as long-term strategic allies to their clients.
At Pridis, we’re committed to helping you do just that. With tools like MyConnect Dialogue, you can offer scalable, smart solutions that truly make a difference—for your clients, and their customers.
Let’s talk about how Pridis solutions can help.
To read the full interview as published by BlogIT, click the link below:
👉 View the original interview in Dutch