“Globalization” is everywhere in the modern business landscape. The rise of digital technologies is breaking down the barriers between geographical locations, allowing organizations to rapidly expand into new markets and landscapes. However, when businesses “go global”, their customers and employees still expect a “localized” experience.
Teams still need to access technology tailored to their specific needs, and adhere to regulatory requirements unique to their location. Customers still want to feel as though they’re interacting with local employees when they contact a global contact center.
So how do you expand on a massive scale with your telephony solution, while still delivering a local experience? Here are our top tips for success.
Start with a Flexible Cloud Platform
The first thing you’re going to need to create a “global” telephony presence, while retaining a “local” feel, is a flexible cloud platform. An innovative solution provider should give you the freedom to customize your cloud landscape, to suit your specific needs in each region you serve.
The ideal offering will ensure you can combine multiple collaboration platforms, CX (contact center) solutions, and essential applications in one unified workspace. This will give your employees a consistent experience, and access to the same shared data, regardless of where they work.
Since your needs can vary from one environment to the next, the right cloud vendor should be completely agnostic, and capable of integrating PSTN services, SIP trunking solutions and even virtual WAN systems into your ecosystem.
For instance, ULAP’s Smart Exchange offering hosted on the ULAP “Smart Cloud Network” gives companies the freedom to connect all of their global office applications, broadband services, and SaaS partners in one environment. The fully-managed end-to-end solution includes secure gateways worldwide, allowing companies to grow and scale with minimal effort.
Leverage Local DID (Direct Inward Dialling)
Once you have your flexible cloud telephony platform in place, the next step is creating a personalized, “local” experience for every audience segment you serve. Integrations with the right contact center solutions in your ecosystem can help with this.
They ensure you can serve customers on the channels they prefer (wherever they are), collect insights into buyer journeys, and find ways to improve satisfaction rates. However, it’s also worth looking at solutions like “Local DID (Direct Inward Dialling)”.
This will allow you to retain local numbers in different regions, while still ensuring employees can use the CX and collaboration platforms they prefer, from Zoom to Microsoft Teams. Companies like ULAP simplify the process of allowing companies to leverage local numbers, without compromising on employee experience and productivity.
Dominic McDonald, ULAP’s Chief Executive, comments:
“Navigating local DIDs in global systems isn’t just about integration but aligning with diverse global regulations. And when an enterprise has multiple global sites, it can get increasingly complex. It’s a necessary challenge for CX, because customers are more trusting of numbers that they actually recognize.We form strategic partnerships with major cloud vendors and regional entities to address this exact issue.”
The brand has a global portfolio and network coverage in more than 113 countries, offering regionally-compliant cloud telephony services, and ensuring businesses can retain a “local” presence, wherever they operate.
Prioritize Centralized Visibility and Management
As your business evolves and grows across different regions, centralized visibility is crucial to ensuring you can optimize performance, minimize risks, and improve experiences. Once again, a centralized cloud-native data platform will help with this.