Updated: Sep 9
Businesses have been benefitting from evolving technology since the last decade. Analysts are building and deploying several machine learning models with just a few clicks; employees are quickly asking their doubts with the help of instant messaging; sales representatives are scheduling their meetings with productivity apps efficiently. Yet, while applications serve each specific purpose, there seems to be a missing component that brings everything under one roof. In today's blog, we will explore the missing element – unified communications and how organizations can add value to their businesses with the help of unified communications.
What is Unified Communications?
Unified communications (UC) products – equipment, software, and services – is an umbrella term for the integration of multiple enterprise communication tools/channels – such as voice calling, video conferencing, instant messaging (IM), presence, content sharing, etc. – into a single, streamlined interface to improve user experience(UX) and productivity. Unified communications can include control, management, and integration of these channels. UC products and services can also be integrated with networks and systems, IT business applications, and, in some cases, consumer applications and devices. In addition, many UC systems also integrate with third-party business applications, such as project management software, to enable the centralization of information and resources and more efficient workflows.
Unified communications technology supports a user's ability to switch seamlessly from one mode of communication to another within a single session, whether on a desktop computer, laptop, tablet, or smartphone. For example, someone might initiate a conversation via chat before escalating the interaction to a video conference with a single click without opening a separate, video-only application.
Benefits of unified communications platform:
Improved efficiency & productivity
Unified communications make it easier for people to do their job by saving time on simple work tasks. The ability to have incoming calls to wherever you are; your office phone, mobile, or a phone application on your computer. This reduces the possibility of missing important phone calls. Unified communications also enable people to work remotely without the need for any special setup from the IT department
Unified communications remove the cost that would typically incur while setting up and operating multiple communication methods. Thus, there is no need for separate system setups for different ways of communication. Instead, businesses have to pay for a single platform that would provide an extensive range of services.
With unified communications, since organizations need to deal with only one communication provider, this will potentially reduce the need for account managers, technical support members, and lesser contracts and bills to maintain. In addition, all administration tasks are streamlined.
A unified communications platform can be altered according to the needs and specifications of the users. With this unlimited scope of customization, the UC system proves out to be the solution for a wide-stretching communication network.
Employees can connect and collaborate more with a consistent set of tools and applications, creating a more positive culture, driving sales, and enhancing overall customer service.
Unified communications come with stringent measures to monitor various networks for any potential threats and breaches. UC applications also ensure security by encrypting the information that is passed on via the network.
Unified communications applications can be scaled with the organization's growth, which meets the organizations' communication and collaboration requirements. So, UC can be considered a one-time investment as it doesn't have to be replaced to meet the changing needs of an organization.
Better customer service
A unified communications platform gives your business the ability to provide cutting-edge customer service to meet and exceed your customers' expectations. With unified communications, you can always serve your customer even if you're away from your office desk just by redirecting the call to your mobile. In addition, some unified communications platforms offer automatic call distribution or other advanced call routing features, which helps improve your organization's first contact resolution (FCR) rate.
Checklist to consider - while choosing unified communications platform:
There are certain areas to look at before selecting & deploying a unified communications platform at your entire organization level.
Ease of use
Quality of service
Best unified communications platforms:
According to Forrester, the nine most significant unified communications platforms include:
A unified communications platform is not a single tool but a collection of solutions that organizations implement to ensure that nearly all their technology works together smoothly and securely for near real-time collaboration. Businesses are augmenting or replacing traditional voice-centric PBX systems with unified communications solutions to improve employee productivity and collaboration and support mobility and BYOD (bring your own device) initiatives. Whether a large enterprise or small business, the right unified communications solution can take business processes to the next level. The major benefits of having UCaaS infrastructure are: improve collaboration, boost productivity, increase mobility and enhance the user experience.
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PPS. Falkon Systems can help you make your Microsoft Teams a true UCaaS platform.