With the shift towards a remote or hybrid work environment, keeping everyone on the same page is more important than ever. As such, service providers have upgraded to provide unified communication solutions that put all areas of business communication into a single platform.
Continue reading to learn about unified communications, its benefits, and how to set it up for your business!
What Is Unified Communications?
Unified communications (UC) is a business communications platform that goes beyond the call routing, forwarding, voicemail, and other functionalities of a modern business phone system. Features can be accessed from any internet-connected device and include:
- business app integration,
- file sharing,
- screen sharing,
- task management,
- and video conferencing.
When offered as a cloud-based service, this is known as Unified Communications as a Service (UCaaS).
Unified Communications Benefits
Below are six benefits of unified communications.
#1. Enhances Communication
Communication silos form when employees are not aware of what’s going on in different departments and offices. Redundancies and other problems with miscommunication can occur as a result.
UC has all internal and external communications in one app, helping to break down communication silos. Advanced features and app integrations streamline workflows and give customers conversational support.
#2. Streamlines Collaboration
Communication gaps can affect business processes, customer relationships, and the team’s productivity. UC gives teams a way to work together and collaborate.
Even if employees are located in different offices, states, or countries, UC solutions make it feel like everyone is communicating in the same room. This is especially true with video conferencing, which provides face-to-face interactions missing from traditional phone systems.
#3. Improves Scalability
To scale your customer support team with traditional business phone systems, you’d have to purchase new hardware and install new phone lines. Luckily, there’s another option.
UC can be scaled without the need to incur costs. Since it’s hosted in the cloud, adding or removing users, phone numbers, and business locations is simple.
#4. Adds Mobility
UC effectively removes the need for employees to work in the office. An internet connection is all that team members need to access the UC platform.
Their assigned virtual phone number can be used with an IP desk phone, softphone app, or mobile device. From there, they can make and receive calls, share files, and more from their preferred device.
#5. Integrates Business Apps
Your business can still use the tools that help it be productive by integrating business apps with the UC platform.
Options include connecting to:
- collaboration software,
- customer relationship management (CRM) systems,
- productivity apps,
- and task management software.
One of the most important integrations is with a CRM system. This gives employees visibility into customer interactions from other departments. Plus, the record of customer data and interaction history gives customers the answers they need quickly.
#6. Enables Omnichannel Customer Service
Omnichannel customer service provides customer support across different channels. Customers can get in touch with businesses with convenience and ease.
Support is offered over phone, email, live chat support, and social media channels, and customers can switch to another channel mid-conversation. With a CRM system, the customer’s data and interaction history is transferred between agents.
As such, you’ll likely see improved customer satisfaction.
Connect Teams With CC3 Solutions
Communication and collaboration are key in today’s business environment. The experts at CC3 Solutions can help you connect your teams working from anywhere, anytime, with their UC and UCaaS solutions.
To get learn more and get started, contact us today!