Unified Communications Help Organizations Meet Modern Business Demands
Businesses today are struggling to deliver the personalized, secure, anytime, anywhere experience customers and employee have come to expect. To keep up with the always-connected culture of everyday consumers, businesses are adopting a unified communications (UC) framework to improve communications, collaboration and productivity. With disparate systems, remote workers and numerous applications in play, businesses are looking to streamline operations by integrating enterprise communication services, devices and employees to operate more efficiently. The shift to real-time communications and collaboration of voice, video and messaging services across all devices and locations is setting new standards for the customer experience and transforming workplace practices.
A New Level of Service
As we see all the time, customer service can make or break a brands reputation. Customers today expect fast responses, better information and quick resolution. Unified communications are helping organizations meet these new standards by creating an interconnected structure where co-workers, vendors and customers can communicate more efficiently and better share information. According to a recent survey by Forrester, 67% of respondents said that they could generate as much as 20% more revenue from the web if they could connect customers to experts online. UC features like presence indication are enabling employees with the ability to see who is available at that exact moment to help a customer. That, coupled with the ability to add additional support instantaneously to any phone or video conversation to solve a problem, or answer a question, is transforming the way customers today are supported.
Workplace practices are shifting and it’s predicted that remote working will become a mainstream policy by 2020. Businesses investing in remote workers are already seeing substantial advantages with staff working away from the office being 25% more productive. With unified communications, cell phones and tablets have now become extensions of the corporate network. Workers have gained the ability to be productive from anywhere, as the information that was once accessible from their desk is now accessible from wherever they need it to be. By creating the office environment anywhere- businesses are witnessing a serious increase in productivity. In fact, 67% of organizations reported increased mobile worker productivity and faster problem resolution, proving a brick and mortar office may no longer be the optimal environment.
Collaboration has become a central component to the modern workplace. Team members on different sides of the world can now meet face-to-face and collaborate on projects in real-time from their desktops or mobile devices as easily as making a phone call. Through these collaborative, interactions, more productive and meaningful connections are developed between co-workers and their clients. In fact 68% of user organizations report productivity improvements between geographically-dispersed employees. By streamlining communications into a single platform that is easy to deploy, an enhanced level of collaboration is achieved at a faster pace, allowing companies to leverage the best talent from anywhere in the world.
Unified communications is transforming the way businesses communicate and work, helping businesses remain agile and competitive in the wake of new customer and workplace demands. As more organizations embark on digital transformation initiatives to keep pace, unified communications will be a key catalyst to unifying people, places, devices, services and applications.