Unified Communications & Contact Center Alternatives – Making the Changeover
Imagine a customer calling for detailed, technical information about your products and services. These calls could be cumbersome for customer support employees who don’t contain the technical knowledge about a particular product or service. Now imagine those same customer support employees having a thorough menu on the computer screens describing the exact technical understanding of that specific service or product, as well as other detailed information the inquiring buyer can use to make an informed decision right away.
In the world of UC (Unified Communications), technical customer support phone calls are handled and processed much differently than these were just a decade ago.
Transitioning to a UC platform boosts communications both internally and externally by arming workers with better technology equipment that add value to the overall communication process. This short article contains helpful know-how and insights to assist you in the changeover to a unified communications system.
UC is essentially a unified system for communications in all its forms. Potentially, this can include land-lines and cell phones, e-mail, instantaneous messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, video conferencing, whiteboard and unified messaging. Your employees will have presence inside your business communications – if they are physically in the office or not.
The concept of presence is simple to understand within instant messaging where a “buddy status” is available instantly. UC takes this a stage additionally by grouping these “buddies” along by specialized expertise and attaching them to specific knowledge areas. All of this would be offered by a glance.
Agentie PR UC allows for real-time delivery of most these forms of communication within a single environment that customers can access inside a simple interface. For example, customer service staff could have a list of employees knowledgeable about something, along with the most practical method for immediately contacting see your face who has the correct answers about the information on the product.
By clicking on a contact icon, a phone can be made, or even a page or a whiteboard program accessed to bridge key info on the merchandise, customer and employee contacts simultaneously. If your business doesn’t curently have it, Unified Messaging (UM) can offer communications integration, albeit on a smaller scale than UC.
Unified Messaging is capable of grouping together communications from several sources, such as e-mail, faxes and voice mail, but will not allow (in every instances) real-time shipping and delivery. Unified Messaging systems store these multi-system communications for the user to access information at their discretion.
Still, nowadays, UM does provide improved conversation synchronization to an extent that was not available only a decade ago. It is very important understand that while UM possesses efficiencies by grouping communications together with each other; it is not a similar thing as UC. Oftentimes, these phrases are interchanged and interpreted to have the same meaning.
Again, they are not similar. Tying communications jointly in a UC platform can have a tremendous positive impact on productivity at your organization. Businesses with offices around the world have an excellent possibility to synchronize communications as they occur around the clock in real time. Additional functionality allows cell phone calls to be routed according to preset rules.
For example, if a worker is functioning at a remote location beyond your office, the UC system can route a call with their cell phone and then a voice message to their voice mail. At the heart of UC is the Voice-over Internet Protocol (VoIP) technology that allows analog mobile conversations to be transmitted on the internet. UC basically expands that functionality by allowing other communications through the same protocol. Transitioning to UC does not have to be an overwhelming process.
First, consider what usable technology your business previously has and how those assets could be integrated into the brand new platform. Consider what communications are already transmitted utilizing the Internet Protocol (IP). Maybe your business is only several steps from integrating these right into a truly unified format that drastically increases productivity.
Another good thing about introducing UC to your organization is enhanced security inside your company’s communications that has been never present before. Without UC, communications occur over several data formats using multiple protocols, and you may not need control over certain facts. Integrating these data forms using UC gives your company the opportunity to better manage the entire communications process.
The necessary equipment for developing a UC infrastructure includes various applications and hardware apparatus. The Microsoft type of the UC solution is made round the Microsoft Office Communications Server 2007 and the Microsoft Business office Communicator 2007 for the interface. Microsoft, needless to say, is geared toward the software UC solution. Its server computer software was created to be deployed on a dedicated communications server.
Cisco, the IT hardware gear manufacturer most widely known for its routers and switches and its reputation as the “backbone of the Internet,” offers software UC solutions, together with the necessary hardware gear. Cisco is more widely known as a hardware company; so naturally, the business’s UC solution is extra hardware-based.
The two big players in the wonderful world of IT are suffering from UC solutions. Which one is best for you is often a function of one’s specific requirements as well as your company’s monetary resources to aid and maintain the technology. Understand that there are tailored solutions accessible from both Microsoft and Cisco customized for the size of your business.
Microsoft’s Office Communications Server 2007 comes in two editions: Standard and Enterprise. The Standard Edition is supposed for SMBs that have one server platform on one machine. Combined with the accompanying Standard Client Access License (CAL) it permits messaging, peer-to-peer video and tone of voice, and file transfers all that occurs within an integrated and familiar Microsoft Work place.