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Expert: UC ideal for productivity, cost-savings

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Businesses of all sizes are looking at new ways to not only boost overall productivity, but to achieve this goal while also lowering operating costs. Few solutions meet both of these needs as well as unified communications. SYS-CON Media's Steve Caniano recently highlighted why UC deployments are so effective and how organizations can use them to their advantage.

The writer asserted that unified communications is so powerful because it can be integrated with other systems, helping companies to collaborate on a global scale.

 

"UC is about more than simply unifying voice, video and data. It’s a lot more," Caniano explained. "It's about integrating multiple communication tools with presence, behind a single user interface. It’s about making communications accessible from almost any device, virtually anywhere. It's about optimizing and accelerating business processes. And it's about delivering it all on a single, global converged network."

 

Rather than having separate systems working independently of one another, organizations can integrate these solutions into an easy-to-use deployment so all departments are on the same page at all times. Unified communications not only helps improve productivity and lower operating costs, but it has many other advantages.

 

UC redefining modern contact center

 

CallCentreHelper.com recently surveyed its own team of experts to gauge the impact of unified communications for the contact center. While some businesses struggle to use older phone systems in their contact centers, UC is considered a game-changing platform, according to the publication's Andrew Doyle.

 

"For example, being passed between agents is sometimes a necessary annoyance for anyone calling a customer service team," Doyle told the news provider. "A UC environment can assist agents by flagging the availability of colleagues via presence indicators and providing immediate access to the right information from colleagues via applications such as instant messaging."

 

Doyle also cited industry research by Jabra, which found that more than 80 percent of consumers valued companies that offered private calling assistance with customer service agents.

 

Businesses using unified communications in their contact centers can lower their operating costs, in addition to improving overall operational efficiency. CallCentreHelper's Mark King said companies with successful UC deployments can lower expenditures by 20 percent. Rather than allowing department gaps, UC bridges this disconnect and helps organizations boost consistency.