Unified communications are about enhancing your ability to communicate with both staff and customers to a high level. By bringing together all of your devices and modes of communication, you can increase your efficiency and level of customer service while reducing your operating costs. So how does it work? Right now as a business, you probably use a number of different devices and modes of communication to stay connected with your team and your customers. For example:
- Office telephones connected to a telephone system;
- Mobile telephones, laptops, tablets and other communication devices;
- Instant messenger for staff to chat to each other between offices, departments or even buildings;
- Audio, video or web conferencing, allowing meetings at a distance;
- Data sharing devices, which might include electronic whiteboards or interactive white boards;
- Call control (the part of your telephone system that routes telephone calls from one end point to another);
- Non-real-time communication services such as integrated voicemail, e-mail, SMS and fax;
- …and many more.
The term ‘unified communications’ is about bringing all of those devices, modes of communication and services together, banishing voice and data silos. It refers to the product or products you use to that give your business a consistent unified user interface and user experience across multiple devices and media types.
How do unified communications benefit my business?
An effective unified communications solution will be designed to enhance your ability to communicate with both staff and customers to a high level. The exact benefits to your business will depend on how you operate. For example, UC enables you, through ‘presence information’, to see the best way to reach one of your staff members at any particular time, and their current availability. Availability can also tie into their calendar. This powerful feature is particularly beneficial in a healthcare setting, or for staff who are often ‘on the road’ and in meetings.
For organisations with remote workers, presence information is so effective that you can even see if remote staff are using their keyboard at a particular time, or are on the phone. Your management team can automatically filter incoming communications received across real-time and non-real time devices, assigning priority treatment to certain individuals or organisations. Alerts are sent regarding important communications, while other communications are sent to the unified communications inbox as voicemail or email to be dealt with later. Faxes can be sent to email.
Unified communications allows a team member or customer to send a message through one medium, and receive the same message through another medium. For example, a user may receive a voicemail on their office phone and choose to access it through their mobile or email. Should the sender be available online (as identified by presence information), the user can respond straight away, perhaps through video call or messenger. Alternatively if they are not online, the user may respond through some other non-real-time media.
NT provides intelligent communication solutions in the Nottingham, Leicester, Derby and East Midlands area, as well as providing solutions to companies nationwide. Contact NT today on 01623 687750 or email email@example.com to find out how we can help transform your communications architecture, delivering a better experience to your customers and your team.