How business communication has changed
Because business processes require instant messaging to be used in real time, solutions that offer more than just a method of communication are required.
That's where unified communication (UC) comes in.
Businesses can thus use several types of communication on a single platform.
Unified communications integrates with all of your communication channels, giving you a single platform to manage and control your communications, while ensuring everyone is on the same page.
This is a significant change from the traditional business communication model, which was often based on phone calls and emails.
While these methods are still popular, they are no longer the only options available and are not always the most effective.
What does unified communications include?
Whether it's about using Slack and its different alternatives or to take advantage of features offered by Zoom To communicate with people around the world, all of these different applications can be integrated into a single platform thanks to unified communications.
As business communications become increasingly complex, managing multiple channels can be difficult. That is why implementing a unified communications plan in a company is the solution.
How Unified Communications Can Benefit Your Business
Here are the benefits that a unified communications solution can bring to a business.
1. Increase in productivity
Whether you're a service provider or a product company, chances are you have a team of employees who need to be able to communicate with each other on a daily basis.
In the past, that meant organizing a series of phone calls or even face-to-face meetings.
Today, unified communications integrates with various applications and software to facilitate communication between employees.
It also means that file sharing can be done effortlessly, a crucial feature in the business world.
2. Improving customer service
Multiple business communication tools help businesses stay in touch with their customers.
Du live chat software At customer relationship management (CRM) software, businesses can use unified communications to provide a better customer experience.
As such, the collaboration tools integrated into the unified communications platform allow employees to work together to solve customer problems.
3. Better business continuity planning
Various other types of communication tools for business software also contribute to business continuity.
These are communication services that allow businesses to continue to operate in times of crisis.
For example, unified communications can allow employees to work from home or another location in the event of a power outage.
Conference call services can also be used to allow employees to stay in touch with each other during a crisis.
4. Strengthened collaboration
Communication systems allow employees to work together on projects.
Thanks to professional applications that allow you to use the remote desktop, team messaging, etc., businesses can use unified communications to improve collaboration between employees.
5. Greater employee engagement
By using unified communications technology, you will also be able to improve human relationships between all members of a workplace.
This means allowing employees to communicate easily and giving them access to the tools they need to do their jobs.
Most of HR software are now equipped with some form of unified communications integration, which can help streamline communication and collaboration within a business.
Whether it's tools that allow various staff members to see when others have time off reserved or those that allow employees to request time off from their boss, HR software with unified communications integration can help improve communication and collaboration between employees.
6. Reduced travel and travel costs
Gone are the days when employees travelled to and from work.
Today, businesses can save on travel costs by using unified communications to host virtual meetings and conferences.
Les virtual conference platforms allow people who are not in the same geographic location to easily participate in meetings
7. Increased return on investment
Finally, one of the main benefits of adopting communication services that bring everyone together is the increased return on investment.
Whether it's providing mobile devices to employees to allow them to be more productive outside of the office or to have access to document management systems allowing for quick and easy collaboration between team members, businesses that invest in unified communications solutions tend to see a significant return on investment.
Main characteristics of unified communications
The decision to opt for unified communications solutions is not always the easiest for businesses to sell, as it generally requires a significant investment.
Knowing the characteristics of unified communications will help you understand how this technology can benefit your business and therefore make a more informed decision.
VoIP and SIP Trunking
While people are generally familiar with VoIP (voice over IP), not as many people are familiar with SIP trunking.
SIP, or Session Initiation Protocol, is a signaling protocol for VoIP telephone systems.
The feature offered here is that users can connect to an IP network in real time and make/receive phone calls.
With interactive voice calling and audio conferencing functions, the user experience can be significantly improved.
If you want to invest in multi-line telephone systems, SIP trunking is an excellent option.
Web and video conferencing
With the implementation of unified communication, not only can you listen to what someone is saying, but video calling also allows face-to-face communication.
This interactive communication can be very beneficial for businesses, as it helps build relationships and build trust, whether it's internal meetings or even external communication.
You can also use a video conferencing software to share whiteboards, files, and screens during a call, making collaboration much more accessible.
It can be an invaluable tool for a small business that relies on remote teams to get the job done.
Likewise, larger businesses may find these features extremely useful for organizing large-scale training sessions or meetings.
Office integration
Desktop integration is the process of connecting different applications that are part of a workflow.
This technology allows team members to access the necessary tools without leaving their office environment.
Numerous meeting management software platforms offer this type of functionality, which brings a lot.
Mobile device support
The concept of BYOD (Bring Your Own Device) is becoming more and more popular in the workplace.
Employees use their own mobile devices, such as smartphones and tablets, for business purposes.
It is therefore essential that any unified communications solution be compatible with mobile devices.
So employees can access the tools and information they need regardless of where and on what device they work.
Call tracking and management
For those who provide customer service, having a phone number that people can call is essential.
As the Internet telephony protocol is becoming more and more popular, it is also essential to have a solution that allows the right people to take appropriate actions when calls come in.
Features like real-time communication, call routing, voicemail systems, call recording, and even receiving incoming text messages allow businesses to manage their customers more effectively.
Unified messaging as part of a call management system can have a significant impact on customer service levels.
To this end, various solutions of call tracking are available on the market, which further increases the features that businesses can benefit from.
Contact center integration
Integration is essential for unified communications solutions that need to work as part of a system, as in the case of a contact center.
From the user interface to the ability to streamline phone calls and screen sharing, the right contact center integration tools can make a big difference.
Call center software also have various APIs that can connect to software already in use in a business, making it easy for CU to get started.
Is unified communications right for your business?
Here are a few questions to ask if you're trying to determine if unified communications is a good investment for your business at this stage.
What are my business needs and goals?
Understanding your needs and goals is the first step in deciding if CUs are right for you.
If you need a solution that improves communication and collaboration within your business, unified communications may be right for you.
What are the current weak points in my communication infrastructure?
Change usually occurs because the current system does not work well.
Whether it's desk phones that make it difficult to transfer calls or team collaboration that doesn't exist, having a clear picture of your pain points will help you understand if unified communications can solve them.
Do I have remote or mobile employees?
If you have a remote workforce and want to ensure that remote work is as efficient as possible, unified communications can help.
While on-premise solutions can be useful for some businesses, remote workers need unified communications systems that offer them the same level of communication and collaboration as if they were in the office.
If you invest in the right systems, your workers will be more productive in their work and the customer experience will improve.
How important is collaboration for my business?
An honest answer to this question can help you understand if unified communications is a good investment for your business.
While the terms “collaboration” and “unified communication” sound nice on paper, not all businesses need these features.
Understanding how your team collaborates and if there are areas that can be improved will help you determine if CUs are right for you.
Am I looking to improve customer service or reduce costs?
Implementing a unified solution won't be cheap.
That means you need to be confident that the benefits of UC will outweigh the costs, ideally in the short and long term.
It's good to note that unified communications and collaborations increase efficiency and productivity when implemented properly and over the long term.
This generally saves money.
Would the integration of new technology cause too much disruption?
It is important to understand the magnitude of the disruptions that implementing unified communications would cause.
Unified communications platforms are not being adopted immediately. So it's critical to determine how long it will take for your team to get used to the new system.
It is also necessary to ask whether such a disturbance is worth the investment.
That said, since a unified communications platform is capable of improving communication and collaboration, as well as providing other business benefits, a minor interruption may be considered.
Unified communications costs
Given the high costs associated with unified communications, it is critical to consider how much you would spend if you implemented a unified communications model.
Hardware and software costs
Whether it's multiple devices at various endpoints, headsets, or business phone systems, setting up unified communications requires a lot of hardware.
Additionally, video conferencing device prices vary depending on a variety of factors such as quality, features, and brand.
Software is also an essential part of the cost equation, as it connects everything and allows different functionalities to be used.
Cost of installation and maintenance
A UCC (Unified Communications and Collaboration) system should be installed by people who understand the hardware and software involved.
Telephone and computer systems need to be set up appropriately for the unified communications system to function properly.
If you've installed a softphone system (which allows you to use your computer as your primary phone), it's critical to ensure that the sound quality is good enough for business calls.
Cost of employee training
Having multiple business communication channels means that training is an additional cost to consider when implementing unified communications.
Ideally, you want the people who install your system to train your team on how to use it to get the most out of its features.
However, if that's not possible, it's critical to ensure that someone on your team is familiar with the system and can train others if needed.
Cost of additional bandwidth
Unified communications systems generally require a lot of bandwidth.
This is especially true if you use web conferencing or other high-bandwidth features.
If bandwidth is insufficient, you may need to upgrade your Internet service or get a separate line for the unified communications system.
These costs should be taken into account when implementing unified communications in your business.
Unified Communications FAQ
Which companies are considered to be the best in the field of unified communications?
RingCentral, 8×8, and Cisco are considered to be among the best in the field of unified communications.
These three companies offer reliable, feature-rich platforms that meet the needs of businesses of all sizes.
What sectors would benefit the most from implementing a Unified Communications platform?
Healthcare, manufacturing, and retail are just a few of the sectors that would benefit the most from implementing a unified communications platform.
What is a PBX in the context of unified communications?
A PBX, or private telephone exchange, is a telephone system that helps businesses manage their telecommunications needs.
In the context of unified communications, a PBX can be used to connect employees spread across different locations.
Summary.
When it comes to unified communications as a service, the term can cover a wide range of definitions and use cases.
From integrating your messaging and chat platforms to creating a centralized database of customer information, unified communication can help.
But, ultimately, the primary goal of unified communications is to facilitate business management by removing communication barriers and simplifying contacts with customers and colleagues.
By knowing the characteristics your business needs and the benefits that different unified communications solutions can offer, you can decide if this technology is right for you.
Are you using a unified communications system in your business?
What benefits did you find?
If you're not using VoIP, you're likely losing out on savings and features that could quickly add up in your business.
Having a VoIP number brings many benefits to businesses. From call forwarding to voicemail transcription to HD audio, the list of features that can help businesses save time and money is pretty long.
Finally, check out this comparison Ringcentral Vs. zoom to learn more about these VoIP platforms and how they can meet your business communication needs.
