Unified Communications & Contact Center Options – Making the Transition

Imagine a person calling for detailed, technical information regarding your products and services. These calls could be cumbersome for customer service 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 precise technical knowledge about that specific product or service, along with other detailed information the inquiring client can use to make an informed decision right away.

In the world of UC (Unified Communications), technical customer service phone calls are handled and processed substantially differently than they were just a decade ago.

Transitioning to a UC system improves communications both internally and externally by arming staff with better technology tools that add value to the overall communication process. This article contains helpful expertise and insights to work with you in the changeover to a unified communications system.

UC is actually a unified system for communications in every its forms. Potentially, this may include land-lines and cell phones, e-mail, fast 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 in the office 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 stage additionally by grouping these “buddies” jointly by specialized expertise and attaching them to certain knowledge areas. All of this would be offered by a glance.

UC permits real-time delivery of all these forms of communication inside a single environment that consumers can access within a simple interface. For example, customer service staff could have a listing of employees knowledgeable about something, along with the best method for immediately contacting that person who gets the correct answers about the information on the product.

Agentie de Comunicare By simply clicking a contact icon, a contact can be made, or perhaps a page or a whiteboard program accessed to bridge key home elevators the product, customer and employee contacts simultaneously. If your business doesn’t already have it, Unified Messaging (UM) can provide communications integration, albeit on an inferior scale than UC.

Unified Messaging is capable of grouping together communications from distinct sources, such as for example e-mail, faxes and voice mail, but does not allow (in all instances) real-time shipping and delivery. Unified Messaging methods store these multi-program communications for an individual to access information at their discretion.

Still, nowadays, UM does provide improved interaction synchronization to an extent that was not available just a decade ago. It is important to understand that while UM does offer efficiencies by grouping communications along; it is not a similar thing as UC. Oftentimes, these terms are interchanged and interpreted to really have the same meaning.

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

For example, if an employee is functioning at a remote location outside the office, the UC system can route a call to their cell phone and a voice message to their voice mail. In the centre of UC is the Voice-over Internet Protocol (VoIP) technology that allows analog telephone conversations to be transmitted over the Internet. UC basically expands that operation by allowing other communications through the same protocol. Transitioning to UC doesn’t have to be an overwhelming procedure.

First, consider what usable technology your business currently has and how those property could be integrated into the brand new platform. Consider what communications already are transmitted using the Internet Protocol (IP). Maybe your business is only a few steps away from integrating these right into a truly unified format that drastically increases productivity.

Another benefit of introducing UC to your organization is enhanced security inside your company’s communications that was never present before. Without UC, communications appear over several data formats using multiple protocols, and you may not have control over certain details. Integrating these data forms using UC gives your company the opportunity to better manage the overall communications process.

The necessary equipment for creating a UC infrastructure includes various software applications and hardware tools. The Microsoft type of the UC solution is made 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 computer software was created to be deployed on a dedicated communications server.

Cisco, the IT hardware products manufacturer most widely known for its routers and switches and its reputation because the “backbone of the web,” offers software UC solutions, together with the necessary hardware apparatus. Cisco is more well known as a hardware company; therefore naturally, the company’s UC solution is more 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 your specific requirements and your company’s monetary resources to aid and maintain the technology. Keep in mind that there are tailored solutions on the market from both Microsoft and Cisco tailored for how big is your business.

Microsoft’s Office Communications Server 2007 comes in two editions: Standard and Enterprise. The Standard Edition is supposed for SMBs which have one server platform using one machine. Along with the accompanying Standard Client Access License (CAL) it allows for messaging, peer-to-peer video and tone of voice, and file transfers all to occur within an integrated and familiar Microsoft Office environment.