Unified Communications & Contact Center Choices – Making the Changeover
Imagine a person calling for detailed, technical information about your services and products. These calls could be cumbersome for customer service employees who don’t possess the technical knowledge about a particular service or product. Now imagine those same customer support employees having a comprehensive menu on their computer screens describing the exact technical understanding of that specific service or product, as well as other detailed information the inquiring client can use to make the best decision right away.
In the world of UC (Unified Communications), technical customer support telephone calls are handled and processed substantially differently than they were just a decade ago.
Transitioning to a UC platform improves communications both internally and externally by arming workers with better technology equipment that add value to the overall communication process. This article contains helpful knowledge and insights to assist you in the changeover to a unified communications program.
UC is essentially a unified program for communications in every its forms. Potentially, this can include land-lines and cellular phones, e-mail, instant 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 at work or not.
The concept of presence is easy to comprehend within instant messaging where a “buddy status” is available at a glance. UC takes this a step additionally by grouping these “buddies” collectively by specialized skills and attaching them to certain knowledge areas. All of this would be offered by a glance.
UC permits real-time delivery of all these forms of communication within a single environment that customers can access within a simple interface. For example, customer service staff could have a listing 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 program accessed to bridge key home elevators the product, customer and employee contacts concurrently. If your business doesn’t curently have it, Unified Messaging (UM) can offer communications integration, albeit on an inferior scale than UC.
Unified Messaging is with the capacity of grouping together communications from various sources, such as for example e-mail, faxes and voice mail, but does not allow (in every instances) real-time shipping. Unified Messaging methods store these multi-platform communications for an individual to access information at their discretion.
Still, nowadays, UM does provide improved interaction synchronization to an extent that has been not available just a decade ago. It is very important understand that while UM possesses efficiencies by grouping communications mutually; it is not a similar thing as UC. Oftentimes, these terms are interchanged and interpreted to really have the same meaning.
Agentie de Comunicare Again, they are not the same. Tying communications together in a UC platform can have a tremendous positive impact on productivity at your organization. Businesses with offices across the globe have an excellent opportunity to synchronize communications as they occur around the clock in real time. Additional functionality allows phone calls to be routed in accordance with preset rules.
For example, if an employee is working at a remote location outside the office, the UC method can route a call with their cell phone and then a voice message to their voice mail. In the centre of UC is the Voice-over Internet Protocol (VoIP) systems that allows analog mobile phone conversations to be transmitted over the Internet. UC basically expands that functionality by allowing various other communications through exactly the same protocol. Transitioning to UC doesn’t have to be an overwhelming process.
First, think about what usable technology your business previously has and how those possessions could be integrated into the brand new platform. Consider what communications already are transmitted using the Internet Protocol (IP). Maybe your business is only several steps from integrating these right into a truly unified format that dramatically increases productivity.
Another benefit of introducing UC to your business is enhanced security inside your company’s communications that was never found before. Without UC, communications arise over several data formats using numerous protocols, and you may not need control over certain details. Integrating these data formats using UC gives your company the opportunity to better manage the overall communications process.
The necessary equipment for developing a UC infrastructure includes various applications and hardware apparatus. The Microsoft variation of the UC solution is made round the Microsoft Office Communications Server 2007 and the Microsoft Office Communicator 2007 for the user interface. Microsoft, needless to say, is geared toward the program UC solution. Its server computer software is designed to be deployed on a separate communications server.
Cisco, the IT hardware tools manufacturer most widely known because of its routers and switches and its reputation as the “backbone of the Internet,” also offers software UC solutions, combined with the necessary hardware gear. Cisco is more well known as a hardware company; so naturally, the business’s UC solution is additional 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 on the market from both Microsoft and Cisco tailored 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 which 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 to occur within an integrated and familiar Microsoft Office environment.