Reframing Communication Technology

Initially released on October 27, 2023

In the broad playing field of IT and UCaaS, innovations are still spreading rapidly to users. The world of unlimited possibilities continues to trigger or even amaze insiders, users and developers. New tools and gadgets appear almost every week and there is always a hip, fast or innovative way to get your message out into the world.

At the same time, miscommunication is still a challenge for almost all organizations worldwide, indicating that technology alone is not necessarily the solution. Sending a message out into the world does not mean that the information is automatically processed, understood or used. It is about ensuring that information reaches the right target group at the right time, in the right context, to ensure that communication is effective.

With the introduction of Dynamic Dialogue Platform, Pridis has taken a step to make this possible. The evolution from traditional PC operator station to the modern collaboration platform has proven to be a logical development.

While telephony/voice was the most commonly used form in the past to transmit or obtain real-time information, this has, as we know, been rapidly overtaken by omni-channel communication.

Public sector

A good example of the ongoing challenges for organizations is the public sector. Government agencies are ultimately paid by taxpayers and are fully aware of the need to provide that flexibility of communication. Municipalities, for example, have been doing their utmost for years to offer residents the opportunity to choose how interaction takes place.

Whether this is done via telephone, or via a website, web chat, WhatsApp, or MS Teams, the efforts of those bodies are obvious and at the same time they clearly show that it is very difficult.

As an example in the Netherlands, the VNG has been working for years through the GT initiatives to set up a solid communication infrastructure for its members. Rumor has it that their well-functioning palette of services, in collaboration with various commercial market partners, has yielded significant success.

“Voice is just another channel”

In terms of technology, this statement is undisputed, because we can simply route this channel as we do with, for example, chat and email. At the same time, the reality is that in a real dialogue we ultimately communicate much more efficiently because we can test and coordinate information.

For this reason, Pridis brings together as many information sources and communication channels as possible in this cloud platform. This is to optimize both the user experience and the customer experience. By offering the option to be flexible with communication tools, telephone, web chat, email, WhatsApp, etc., you do not have to dictate to 'customers' how they can communicate with your organization.

In the higher segment of larger enterprise users, this is of course becoming more and more common practice as the major market parties (Magic Quadrant leaders) in the field of contact centers do provide more advanced solutions. Looking at the evolution mentioned earlier from attendant console to a cloud platform, you see that this shift in functions also happening within companies.

The welcome (reception) function of organizations has been further evolved, with the result that functions and roles of receptionists and employees of a customer contact center (KCC) have become increasingly intertwined. In this type of workplaces, where customer interactions are initiated through a channel with an attendant or agent, the importance of a clear dialogue becomes paramount.

Pridis offers a perfect and flexible match for you with the Dynamic Dialogue Platform.