Unified Communications & Contact Center Choices – Making the Transition

Imagine a customer calling for detailed, technical information about your services and products. These calls could be cumbersome for customer support employees who don’t possess the technical knowledge about a specific service or product. Now imagine those same customer service employees having a thorough menu on their computer screens describing the exact technical knowledge about 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 wonderful world of UC (Unified Communications), technical customer service telephone calls are handled and processed very much differently than these were just a decade ago.

Transitioning to a UC system boosts communications both internally and externally by arming staff with better technology resources that add value to the entire communication process. This short article contains helpful expertise and insights to work with you in the transition to a unified communications program.

UC is essentially a unified program for communications in all its forms. Potentially, this can include land-lines and cellular phones, e-mail, instant messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, videos 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 in which a “buddy status” is available instantly. UC takes this a phase even more by grouping these “buddies” collectively by specialized expertise and attaching them to specific knowledge areas. All this would be available at a glance.

Agentie PR UC permits real-time delivery of all these forms of communication within a single environment that users can access within a simple interface. For example, customer service staff could have a list of employees knowledgeable about something, along with the best 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 perhaps a page or a whiteboard program accessed to bridge key information on the product, customer and employee contacts concurrently. If your business doesn’t already have it, Unified Messaging (UM) can offer communications integration, albeit on a smaller scale than UC.

Unified Messaging is with the capacity of grouping together communications from different sources, such as for example e-mail, faxes and voice mail, but does not allow (in all instances) real-time distribution. Unified Messaging devices store these multi-system communications for an individual to access information at their discretion.

Still, in these modern times, 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 collectively; it is not a similar thing as UC. Oftentimes, these words are interchanged and interpreted to have the same meaning.

Again, they are not the same. Tying communications mutually in a UC platform can have a tremendous positive effect on productivity at your business. Businesses with offices across the globe have an excellent possibility to synchronize communications because they occur around the clock in real time. Additional functionality allows calls to be routed in accordance with preset rules.

For example, if a worker is operating at a remote location beyond your office, the UC program 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) engineering that allows analog telephone conversations to be transmitted online. UC basically expands that features by allowing different communications through exactly the same protocol. Transitioning to UC doesn’t have to be an overwhelming method.

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

Another advantage of introducing UC to your organization is enhanced security within your company’s communications that has been never found before. Without UC, communications take place over numerous data formats using multiple protocols, and you may not need control over certain data. Integrating these data platforms using UC gives your company the ability to better manage the entire communications process.

The necessary equipment for creating a UC infrastructure includes various software applications and hardware gear. The Microsoft variant of the UC solution is built around the Microsoft Office Communications Server 2007 and the Microsoft Business office Communicator 2007 for the user interface. Microsoft, of course, is geared toward the software UC solution. Its server software is designed to be deployed on a dedicated communications server.

Cisco, the IT hardware apparatus manufacturer most widely known because of its routers and switches and its own 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; hence naturally, the company’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. Remember that there are tailored solutions obtainable 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 using one machine. Along with the accompanying Standard Client Access License (CAL) it permits messaging, peer-to-peer video and voice, and file transfers all to occur in a integrated and familiar Microsoft Office environment.

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