Unified Communications (UC) simplifies and streamlines communications and the “as-a-service” model transforms the way a business operates. What specific payoffs can you expect from making the shift to UCaaS?
Collaboration is the bread and butter of any effective organization. This becomes a challenge when businesses operate globally, with offices in different time zones and cultures. Communication tools shouldn’t be on the list of those challenges. UCaaS has changed the workplace, making employees more accessible for collaboration than ever via video and audio conferencing solutions, desktop sharing, and more. Effective collaboration tools also make a business a magnet for top talent. Motivated and engaged employees seek out opportunities to learn from leaders and collaborators in the workplace. This is even more important in attracting top-notch millennial talent: According to research from PwC (1), “millennials relish the opportunity to engage, interact, and learn from senior management.”
The modern workforce has spoken: they require the option of mobility to make their highest level of contribution. UCaaS gives mobile employees a seamless, consumer-grade experience whether they are on the road or working from home. UCaaS can also support a bring-your-own-device (BYOD) policy, which has been rising in popularity. UC offers mobile support and provides a simple way for IT to deploy applications in a common environment. Mobile options don’t just benefit the user; businesses profit from this strategy as well. For example, travel time could lead to downtime and loss of productivity, which would negatively impact a company’s bottom line. With UCaaS, a business can maximize mobility, efficiency and productivity.
UC enables real-time presence across an organization, providing instant information on the availability of other users. Presence notifies other users of an employee’s ability to communicate, as well as the best way to reach them. Why is presence technology such a valuable tool? It allows employees to select the best form of communication for the task, thus increasing productivity and efficiency for all. With bundled features like SMS and instant messaging, collaboration is possible whenever and wherever users are online.
Over 50% of consumers agree with the statement, “a business should respond to me 24 hours a day, seven days a week.” (2) Modern businesses often turn to UCaaS to help them rise to the occasion. Auto attendant functionality and call center integration are several of the many communications tools that can revolutionize customer experience. Traditional call centers no longer suffice on their own in today’s landscape: the modern consumer uses a myriad of communications channels to get in touch with businesses. On top of this, recent data from a study from AT&T confirms that 85% of consumers prefer to receive a text rather than a voice call or email. (3) UCaaS can elevate the contact center experience by integrating customer contact across multiple channels. This allows a business to better see and analyze the customer journey, ensuring customer satisfaction and reducing churn.
Actionable information is key to optimizing a company’s performance. UCaaS offers data analytics of communications tools that enable businesses to increase efficiency by revealing areas in their workflows that need improvement. Anytime access to insights around employee activity and communication patterns gives a business the flexibility to make strategic decisions quickly, rather than
waiting for monthly or quarterly reporting. This level of transparency can help a business optimize spending, scale tools appropriately, and learn to leverage the right channels to support their employees and customers.