Unified Communications & Contact Center Options – Making the Changeover

Imagine a customer calling for detailed, technical information about your services and products. These calls can be cumbersome for customer service employees who don’t possess the technical knowledge about a specific service or product. Now imagine those same customer support employees having a comprehensive menu on their computer screens describing the precise technical knowledge about that specific product or service, as well as other detailed information the inquiring client can use to make the best decision right away.

In the wonderful world of UC (Unified Communications), technical customer service calls are handled and processed substantially differently than they were just a decade ago.

Transitioning to a UC platform boosts communications both internally and externally by arming workers with better technology tools that add value to the overall communication process. This article contains helpful information and insights to assist you in the changeover to a unified communications system.

UC is essentially a unified program for communications in every its forms. Potentially, this may include land-lines and cell phones, e-mail, fast messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, training video conferencing, whiteboard and unified messaging. Your employees will have presence inside your business communications – whether they are physically at work or not.

The concept of presence is simple to comprehend within instant messaging where a “buddy status” is available at a glance. UC takes this a phase even more by grouping these “buddies” mutually by specialized skills and attaching them to certain knowledge areas. All this would be available at a glance.

UC allows for real-time delivery of all 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 a product, along with the best method for immediately contacting see your face who gets the correct answers about the details of the product.

By clicking on a contact icon, a phone can be made, or even a page or a whiteboard session accessed to bridge key home elevators the merchandise, customer and employee contacts simultaneously. Agentie de Comunicare If your business doesn’t already have it, Unified Messaging (UM) can provide communications integration, albeit on an inferior scale than UC.

Unified Messaging is capable of grouping together communications from diverse sources, such as for example e-mail, faxes and voice mail, but does not allow (in all instances) real-time delivery. Unified Messaging techniques store these multi-program communications for the user to access information at his / her discretion.

Still, currently, UM does provide improved interaction synchronization to an extent that was not available only a decade ago. It is important to understand that while UM does offer efficiencies by grouping communications together; it is not the same thing as UC. Oftentimes, these terms are interchanged and interpreted to really have the same meaning.

Again, they are not similar. Tying communications mutually in a UC platform might have a tremendous positive effect on productivity at your organization. Businesses with offices around the world have an excellent possibility to synchronize communications because they occur around the clock in real time. Additional functionality allows phone calls to be routed according to preset rules.

For example, if a worker is doing work at a remote location outside the office, the UC method can route a call to their cell phone and a voice message into their voice mail. In the centre of UC may be the Voice-over Internet Protocol (VoIP) technology that allows analog telephone conversations to be transmitted on the internet. UC basically expands that efficiency by allowing other communications through exactly the same protocol. Transitioning to UC doesn’t have to be an overwhelming process.

First, consider what usable technology your business previously has and how those resources could be integrated into the new platform. Consider what communications are already transmitted utilizing the Internet Protocol (IP). Maybe your business is only a few steps away from integrating these right into a truly unified format that drastically increases productivity.

Another advantage of introducing UC to your organization is enhanced security inside your company’s communications that was never found before. Without UC, communications take place over numerous data formats using several protocols, and you may not need control over certain data. Integrating these data types using UC gives your organization the opportunity to better manage the overall communications process.

The necessary equipment for creating a UC infrastructure includes various applications and hardware products. The Microsoft edition of the UC solution is built 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 program is designed to be deployed on a dedicated communications server.

Cisco, the IT hardware equipment manufacturer most widely known for its routers and switches and its reputation because the “backbone of the Internet,” also offers software UC solutions, along with the necessary hardware tools. Cisco is more well known as a hardware company; consequently naturally, the business’s UC solution is extra hardware-based.

The two big players in the wonderful world of IT have developed UC solutions. Which one is best for you is really a function of your specific requirements and your company’s monetary resources to support and maintain the technology. Understand that there are tailored solutions obtainable from both Microsoft and Cisco personalized for how big is your business.

Microsoft’s Office Communications Server 2007 comes in two editions: Standard and Enterprise. The Standard Edition is supposed for SMBs which have one server platform on one machine. Combined with the accompanying Standard Client Access Permit (CAL) it permits messaging, peer-to-peer video and voice, and file transfers all to occur within an integrated and familiar Microsoft Work place.

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