Unified communications and the importance of speaking the same language

The challenge

One of the most common challenges we see within business is the use of multiple systems, none of which can talk to each other.

It’s a barrier to progress and can definitely impact productivity.

A phone that cannot communicate with mobile, or cannot send emails or SMS provides roadblocks. A desktop chat application that cannot talk to mobile or send an SMS to a tablet slows you down.

These are challenges unified communications are designed to overcome.

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Unified communications solutions

Unified communications describes the ability to use multiple systems that can all talk to each other.

Many offices have a range of legacy systems. They may deliver the quality of service you need from that individual system but they can rarely communicate with other systems.

Your VoIP phone system may offer amazing call quality, but if it cannot tie into your CRM or send messages directly to a tablet or mobile, it’s not a whole solution.

Collaboration and communication

A key benefit of unified communications is the ability to collaborate and communicate using multiple channels. This can work both inside the organisation and outside, with clients or end customers.

Internal communication can benefit through the use of live chat apps, Slack integration, instant messaging, video calling, video conferencing, file sharing and more.

External communication can use the same facilities as internal and be genuinely omnichannel. This provides lots of options for keeping in contact and building relationships as well as portraying your business as modern and forward thinking.

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Communications and remote working

Unified communications is also coming into its own by enabling remote or home workers to continue to be productive. It helps staff communicate effectively even though they are out of the office.

Remote workers can use the same apps, the same phones, the same tools and access the same information as if they were in the office.

We saw this approach more than prove its worth during the pandemic. Where call centre agents, customer service and first line support agents were all working from home.

Unified communications played its part by enabling those remote agents to be included within hunt groups, providing database access for data dips, system access to make changes and help customers.

As all systems used spoke the same language and could communicate effectively with each other, service was maintained with minimal disruption.

While we don’t expect another pandemic anytime soon, it’s an example of technology helping us overcome adversity.

With the rise in flexible working and remote working, unified communications can help staff maintain a work life balance without many compromises for the business.

All because your systems can talk to each other.


Consistent customer experience

That ability to communicate can help businesses deliver a consistent customer experience.

Whoever a customer speaks to will be able to use the same chat, the same instant messaging apps, the same video calling platform and be able to perform many of the same tasks.

If second line or more detailed investigation is required, that second line could also have the same tools and communicate in the same manner to the same quality as previous contacts.

This consistency can have a huge impact on how a customer perceives the business.

All while enabling staff to work faster, share data and information using multiple channels and be able to communicate using whatever medium is required to complete the task.

No other technology aside from unified communications can achieve that! Speak to our friendly team and see how we can help.

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