“Whatever affects one directly, affects all indirectly.” – Martin Luther King Jr.
Technology has been our greatest ally during this pandemic. From allowing organizations to continue operating online, to keeping people connected to essential services and social support systems, it’s hard to imagine modern life without technology. Yet, as commonplace as tech has become, many standalone digital communications channels only cater to very small sectors of society. In fact, it can be difficult to fathom just how deeply inequality and exclusion exists until we consider the fact that across the globe, approximately 40% of people do not have internet access (Statista).
Unfortunately, it doesn’t stop there. Exclusion is not limited to individuals with no internet access. From minorities to seniors to people with listening or reading disabilities, less privileged communities often get left behind and have limited access to the benefits of advanced technology.
As companies strive to elevate diversity, equity, and inclusion within their organizational core values, CIOs, CMOs, and technology leaders play increasingly critical roles in the implementation of new tools that can meet and address complex DEI (diversity, equity, and inclusion) needs.
Examples of such tools include: SMS communications that can be sent without the aid of the internet, and voice messaging that enables the visually impaired to receive the same message as their sighted peers. While this does mean more channels and messages to manage, communications solutions that are integrated and embeddable, like 8×8 Connect, are making it easier.
Who benefits from voice messaging solutions
One major demographic that could benefit from more diverse communications is the elderly. The elderly make up a substantial portion of our population, and will only continue to grow; according to the United Nations, by 2050, 29% of the world’s global population will be over 60 years of age.
With age comes mobility restrictions, dulling of senses, and diminished cognitive abilities that make it difficult for the elderly to interact with technology that is designed for physically and cognitively functional adults. The simple act of tapping and reading information via a Graphical User Interface on a smartphone can be a mean feat for some seniors. Text-to-speech functions bypass many of the obstacles that the elderly face, including times when it is difficult for them to hold up the phone or stare at screens for prolonged periods of time.
Voice messaging can also prove to be a useful aid in combating loneliness. While by no means a complete replacement for real human interaction, voice functions can help alleviate some of the problems that accompany prolonged periods of social isolation, especially during the pandemic when many individuals continue to be isolated.
Voice messaging also allows people with dyslexia, individuals who are illiterate, and others with limited reading capabilities to easily access messages. This is important as the United Nations reports that 15% of the global population has a disability, and according to Statista, a whopping 27.1% of the population in South Asia was considered illiterate in 2019. Globally, this figure stands at an estimated 12%.
However, the benefits of voice messaging do not necessarily have to be limited to the aforementioned groups. Being bombarded with so many messages throughout the day, students and business people alike will naturally gravitate towards alternative forms of media. It’s the reason why audiobooks have spiked in popularity—people want options that allow them to receive content while on-the-go. Text-to-speech voice messaging makes it that much easier for people to clear their inbox while on a commute, handle responsibilities within the household, or do some light exercise instead of being tied to the desk even longer.
Who benefits from SMS solutions
You might be thinking: “The internet is everywhere, why would I need SMS?” Well, internet penetration in societies has always been uneven. With the increased digitization of essential services like banking, and more recently, vaccination bookings, people without internet access are at risk of losing access to potentially critical services.
That’s why many government services now pair their internet communications with SMS messages to ensure that they reach as much of their population as possible. At times, the difference can be phenomenal, and the numbers speak for themselves. For example, in Indonesia, while mobile connections exceed 100%, only 73.7% of the population have internet access.
Rather than wait for internet infrastructure to penetrate into rural areas, companies can take the initiative to add SMS solutions to their communications strategies at a relatively lower cost. Given that urban markets and communications channels are already flooded to the point of saturation, this could even prove to be a shrewd business strategy. Furthermore, with 5G implementation on the horizon, there is no guarantee that users on 3G or 4G plans will continue to receive the same quality of connection that they are experiencing today. With the help of SMS communications, late adopters of technology can continue to stay in touch with businesses and services, and SMS solutions can fill in the gap during times of limited internet connectivity.
Manage diverse communication channels with ease on 8×8 Connect
Our social environment has dramatically changed over the last decade and consumers are a lot more aware of social, environmental, and political issues. Companies in turn face pressure to be more diverse and inclusive in order to keep up with the demands of a more socially conscious society.
Embeddable communications solutions like 8×8 Connect have been quietly revolutionising business communications by making it easy for managers to add API-driven communications and microservices to their apps and platforms. Be it voice, SMS, video, or chat apps, 8×8 Connect aggregates all these channels into a convenient, one-stop platform, so that businesses can continue to keep in touch with their existing customers while reaching out to wider demographics.
The best part is: when you focus on tech inclusion, everyone wins. If we widen our communications strategies, it’s obvious that society and individuals will benefit, but companies will also reap the rewards. With integrated platforms like 8×8 Connect, businesses will be able to cater to more customers while simultaneously earning the respect and loyalty of existing customers—a win-win-win.
To find out more about how 8×8 Connect can help you achieve tech inclusiveness, contact us at hello-cpaas@8×8.com.
