Unified Communications Solutions Can Change Your Business

1. Cutting Down Costs

Implementing unified communications solutions will help your business save money. This is because the development, provisioning, deployment, and maintenance of these solutions are all outsourced to a single service provider.

Let’s say you want to build your own mobile VoIP app. This requires you to hire software developers, UI/UX designers, IT architects, and quality assurance engineers. Paying for the services of these professionals will eat up a big chunk of your budget.

On the contrary, passing this task over to a Unified Communications solution or service provider lets you cut down your development costs. In addition, all the needed hardware and equipment for running these solutions are maintained by the provider.

2. Boosting Employee Productivity

One notable importance of information and communication technology is that it’s being continuously modernized so employees of businesses can do more in less time. Fortunately, a new communication technology called Unified Communications phone system is helping starting or growing businesses improve the productivity of their employees, enabling them to easily respond to SME challenges.

With this system, employees can rapidly switch between multiple communication channels without exerting much effort, giving them an easy way to do multitasking. For example, they can send files or documents to their colleagues while they are on a call or participate in an online meeting as they are responding to customers’ inquiries and concerns via email or chat.

This enables them to complete their tasks and activities faster, thereby increasing their productivity. In fact, Eastern Management Group came up with a research about the effect of Unified Communications on workplace productivity, which findings were quoted by Digium. The research showed that an average of 52% increase in workplace productivity was accounted for small businesses who are adopting the Unified Communications phone system.

3. Facilitating Collaboration In Remote Work

Unified Communications solutions are placed at the top of the list of modern communication technology because they are advanced enough to support the needs of businesses that are employing remote work. In remote work, in-house or office-based employees are given the opportunity to do some of their jobs from home or anywhere they want.OWLLabs’ 2018 Global State of Remote Work report disclosed that 52% of employees across the world are working remotely at least once a week. Some companies are also enabling remote work by outsourcing jobs to contractors and freelancers abroad.

Unified Communications solutions make it easy for remote workers to interact and collaborate with each other or with their colleagues in the office because they can access all the communication tools they need from different types of device, be it a desktop, laptop, or smartphone.

Information is synchronized across all the solutions and the devices where they are installed. As a result, employees stay on the same page wherever they are.

4. Delivering Seamless & Consistent Customer Service

Customer service is, arguably, the most important aspect of your business that you want to improve using a communications technology. Customers engage with businesses through various communication channels to ask inquiries, seek assistance or support, or raise complaints.

They can even move from one channel to another to follow up on the same concerns. If you’re using siloed communication tools, your agents may have a hard time tracking details about customer’s issues. Because of this, customers have to repeat the same information to your agents, which is very frustrating.

Indeed, a report about customer service expectations revealed that customers want a seamless and consistent experience across all the communication channels they are using for reaching out to companies.

What’s great about Unified Communications solutions is that they provide your agents with quick access to all the important customer records they need, permitting them to check the details of previous communications with customers from a central place, regardless of the channels used.

5. Building A Modern Contact Center

If you have a contact center, you can innovate it by taking advantage of the modern functionalities offered by Unified Communications solutions. These solutions let you set up an IVR (Interactive Voice Response) that is tailored to the specific needs of your business.

This IVR can be integrated with your own database, a functionality that allows customers to automatically receive answers to their inquiries without the involvement of any contact center agent.

Another contact center functionality is Voicemail-to-Mail. With this functionality, voicemail messages are forwarded to the email addresses of your agents as attachments, and they can even download and play voicemail recordings from their mobile devices. When they are too busy to listen to voicemail messages, they can read the transcripts of voicemail messages, which are delivered via email or text.

6. Optimizing Lead Generation

Unified Communications solutions offer capabilities that can help you produce prospective customers for your business. For instance, you get the ability to integrate these solutions with your existing CRM system.

This integration, then, permits you to enrich the buyer personas found in your CRM system with information gathered from interactions with prospects across various communication channels.

This way, you’ll be able to understand your prospects better by gaining insights into their interests, goals, motivations, and activities. You can leverage information about your prospects to create and execute effective lead generation techniques such as personalized email and video marketing.