Streamline Customer Service with Unified Communications

Streamline Customer Service with Unified Communications

More than ever, businesses are seeking new communications solutions. Instead of old methods, such as analog phone and private branch exchanges (PBX) and a separate computer network, companies are seeking the benefits of more streamlined, economical solutions. Read on to learn what Unified Communications–and its foundation, VoIP–can do for your business.

Unified Communications Provides Greater Efficiency

More and more businesses are moving into the future, using an Internet-based communications platform. According to research firm Gartner, adoption of Unified Communications (UC) is expected to grow to $167.1 billion by 2025, with an annual growth rate of 16.8%. The foundational technology, Voice Over Internet Protocol (VoIP), allows businesses to make telephone calls using a broadband Internet connection, sometimes right from the computer and sometimes with an adapter connected to their current equipment. Other modes of communication, such as chat and email, can be done over Internet connection also, eliminating the need for separate phone and computer networks. Other capabilities include going from chat to video conferencing, and integration with CRM. Employees then can be current on customer service, projects and confident of processes moving forward. 

Considerations Before UC Adoption

With all its benefits, Unified Communications can benefit your organization greatly. Not all solutions are equal, however, and it is wise for a company to evaluate its goals to determine what UC services will work best for them. How will this tool help streamline customer service? Which features are most important to have? How many employees does the business have? This last is a key consideration, for many vendors base their rate on the number of employees using the service per month. Some solutions offer  several different packages while others have low setup costs and can function across multiple devices. Many have services that are scalable, adjusting to times of more or less demand. Also consider customer support as service levels among vendors can also vary. Some vendors advertise high security with multiple layers of authentication and encryption, and availability during disasters and outages. Be sure to evaluate these features, considering carefully the best fit for your company. Be sure to inventory your current network, ensuring it can support unified communications.

Even with many factors to consider, Unified Communications might be just the solution for your business. To evaluate which range of services fits your needs, contact your trusted technology advisor today.