Jerry Dotson, vice president of public sector at Avaya, wrote in a commentary published Thursday on Defense Systems that Department of Defense leaders should invest in the modernization of unified communications platforms to facilitate collaboration among remote employees, address voice and video challenges and maintain military readiness.
Dotson said there are five steps DoD leaders should consider to support the communication and collaboration needs of personnel who are teleworking and one of those is focusing on employee productivity and customer experience by “optimizing the use of communications technologies, expanding digital communications alternatives and training employees on the tools.”
He said the Pentagon should help employees use UC platforms effectively, adopt automation when designing tech-enhanced customer experiences, transform the customer experience by removing service silos and connecting external and internal processes and remember the basic satisfaction drivers when transforming customer interactions.
Dotson also discussed the role of telework capabilities in establishing a mobile defense workforce.
“Teleworking is an intermediate step to a fully mobile workforce where employees perform their tasks on the go from cellular phones or laptops on a carrier network, 5G or otherwise,” he wrote. “To maintain readiness, the military requires modern communications environments to connect joint and coalition forces, as well as support internal organizations and service providers for effective collaboration."