Business communications look a lot different than they did a decade ago. Organizations are no longer relying solely on desktop phones and email to contact internal and external parties. Employees are increasingly looking to leverage mobile devices, chat tools and text messaging for work purposes. Unified communications could be the means to manage these expectations and deliver business value.
Here are just a few big reasons why you should look into unified communications for your organization:
Many communications tools are used as standalone applications – one for chat messaging, one for mobile device management, etc. However, this silo between critical systems can create significant problems for your organization. Imagine a customer calls to discuss their services. You might have a call center system open, but this client's information is in the chat messaging tool from his or her previous interaction. Without this data on hand, you won't be able to understand the full context of the customer's needs. If you learn that he or she previously chatted online with another representative, you have to then open the program and search for the necessary information. This wastes a lot of time that could have been spent engaging with the customer and solving their problem.
Unified communications provides a singular platform for all available tools. Users no longer have to navigate between tabs or wait to access another standalone app. Information pertaining to a client from any communication style is readily accessible, even if they don't always contact the business the same way each time. TechTarget contributor Jon Arnold noted that UC also enables employees to see the status of co-workers in real time, allowing them to easily collaborate and choose the best means of communication for the task at hand.
Staff members are increasingly seeking ways to leverage mobile devices for business purposes to provide more flexibility while still maintaining productivity. The problem is that under bring-your-own-device policies, it's very difficult to manage these devices or utilize them to their full potential. Unified communications promises that employees will have the same experience and work the same way regardless of what endpoint, operating system or network they're using. This fully encourages mobility and provides a means to effectively facilitate it.
UC offers staff a way to fully use mobile devices as they might with desktop solutions. As Inc. contributor John Rampton noted, employees can easily connect with co-workers, customers, vendors and partners while having pertinent information on hand. Videos, chats and other missives can easily be accessed and shared on mobile devices on demand. Staff can work anywhere at any time, ensuring fast responses to critical issues, even if the employee is out in the field or working from home for the day. Mobile devices can also be used as extensions of the corporate network, meaning that if someone isn't at their desk to take a call, it will be forwarded to their mobile device. These capabilities are continuing to evolve, enabling remote work and lean office practices.
"UC offers a means to navigate trends without a massive rip and replace of current solutions."
No matter where your organization will be in the next five years or the communications trends that might appear, UC offers a means to navigate it all without a massive rip and replace of current solutions. Instead, you can scale up and down to add or remove functionality as needed. With UC, you have more control over your bottom line, and can use the technology to adjust employees, services and equipment instantly. This ensures that you're fully utilizing the solutions that you want, but aren't paying for anything that you don't need.
Exponential scalability is also critical for mobile environments as more users leverage these devices while on the job. This will include adding wearables and other connected hardware as they emerge. Organizations will also be able to take advantage of the latest trends in a cost-effective way that will benefit the business and its customers.
UC is not a new concept, but it's increasingly becoming an asset as workers seek out new and innovative ways to connect internally and externally. Organizations should pursue UC solutions for its scalability, mobility and productivity capabilities. To find out more about how to take advantage of UC in your business, contact iT1 Source today.