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Unified Communications & Contact Center Options – Making the Transition

Think about a customer calling for detailed, technical information about your products and services. These calls can be cumbersome for customer service employees who don’t have got the technical knowledge about a specific products or services. Today imagine those same customer support employees having a thorough menu on their computer screens describing the exact technical knowledge about that specific product or service, as well as other detailed information the asking customer can use to make an informed decision right away. agence de communication

In the world of UC (Unified Communications), technical customer care telephone calls are handled and refined much differently than we were holding simply a decade ago. 

Moving to an UC program boosts communications both in house and externally by arming employees with better technology tools that add value to the overall communication process. This post contains helpful knowledge and insights to assist you in the transition to an single communications platform.

UC is essentially an unified system for communications in all its forms. Potentially, this could include land-lines and cellular phones, e-mail, instant messages (IM), VoIP, IP-PBX, fax machine, voice mail, conference telephone calls, video conferencing, whiteboard and unified messaging. Your employees will have occurrence within your business communications – whether they are bodily in the office or not.

The idea of occurrence is not hard to understand within instantaneous messaging where a “buddy status” can be bought at a glance. UC will take this a step further by grouping these “buddies” together by specialized skills and attaching them to specific knowledge areas. Almost all of this would be available in a flash.

UC allows for real-time delivery of all these kinds of communication within a single environment that users can gain access to in a simple software. For example, customer support personnel could have a collection of employees knowledgeable about a product, along with the most practical way for immediately contacting the face who has the right answers about the details of the product.

By simply clicking on a contact icon, a call can become, or even a page or a white board session accessed to link key information on the item, customer and employee associates simultaneously. If your business doesn’t already have it, Unified Messaging (UM) may offer communications integration, albeit on a smaller scale than UC.

Unified Messaging is capable of grouping collectively communications from different resources, such as e-mail, fax and voice mail, but does not allow (in all instances) real-time delivery. Unified Messaging systems store these multi-platform communications for you access information at their discretion.

Still, nowadays, UM does provide improved upon communication synchronization to an extent that was not available simply a decade back. It is important to understand that although UM will offer efficiencies by group communications together; it is far from the same thing as UC. Oftentimes, these conditions are interchanged and interpreted to have the same meaning.

Once again, they are not the same. Tying communications jointly in an UC program can have an incredible impact on productivity at your business. Businesses with offices throughout the world have an outstanding possibility to synchronize communications as they occur around the clock in real time. Additional functionality allows phone calls to be routed relating to preset rules.

Pertaining to example, if an worker is working at a web-based location outside the office, the UC system can route a call to their cellphone and then a voice communication into their voice snail mail. In the middle of UC is the Voice-over Internet Protocol (VoIP) technology that allows analog telephone conversations to be sent over the Internet. UC basically expands that features by allowing other sales and marketing communications through the same process. Transitioning to UC does indeed not have to be a tough process.

First of all, consider what usable technology your business already has and how those property could be integrated into the new platform. Consider what communications are already transmitted utilizing the web Process (IP). It could be that your business is merely a few steps from integrating these into a really unified format that drastically increases productivity.

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