Unified Communications & Contact Center Alternatives – Making the Transition

Imagine a person calling for detailed, technical information about your services and products. These calls can be cumbersome for customer support employees who don’t contain the technical knowledge about a specific product or service. Now imagine those same customer support employees having a thorough menu on their computer screens describing the precise technical knowledge about that specific service or product, along with other detailed information the inquiring consumer can use to make the best decision right away.

In the wonderful 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 platform enhances communications both internally and externally by arming staff with better technology tools that add value to the entire communication process. This short article contains helpful information and insights to assist you in the changeover to a unified communications system.

UC is actually a unified system for communications in all its forms. Potentially, this may include land-lines and cell phones, e-mail, immediate messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, video tutorial conferencing, whiteboard and unified messaging. Your employees will have presence inside your business communications – whether they are physically at work or not.

The concept of presence is easy to comprehend within instant messaging where a “buddy status” is available instantly. UC takes this a step more by grouping these “buddies” along by specialized skills and attaching them to certain knowledge areas. All of this would be available at a glance.

UC permits real-time delivery of all these forms of communication within a single environment that users can access within a simple interface. For example, customer support staff could have a list of employees knowledgeable about something, along with the best method for immediately contacting see your face who has the correct answers about the details of the product.

Agentie PR By clicking on a contact icon, a call can be made, or perhaps a page or a whiteboard session accessed to bridge key home elevators the merchandise, customer and employee contacts concurrently. If your business doesn’t already have it, Unified Messaging (UM) can offer communications integration, albeit on a smaller scale than UC.

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

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

Again, they are not similar. Tying communications mutually in a UC platform might have a tremendous positive effect on productivity at your business. Businesses with offices across the globe have an excellent possibility to synchronize communications as they occur around the clock instantly. Additional functionality allows calls to be routed according to preset rules.

For example, if a worker is working at a remote location outside the office, the UC technique can route a call with their cell phone and a voice message to their voice mail. In the centre of UC may be the Voice-over Internet Protocol (VoIP) engineering that allows analog mobile phone conversations to be transmitted on the internet. UC basically expands that efficiency by allowing additional communications through exactly the same protocol. Transitioning to UC does not have to be an overwhelming procedure.

First, think about what usable technology your business already has and how those assets could be integrated into the brand new platform. Consider what communications are already transmitted utilizing the Internet Protocol (IP). It could be that your business is only several steps from integrating these right into a truly unified format that considerably increases productivity.

Another good thing about introducing UC to your organization is enhanced security within your company’s communications that was never current before. Without UC, communications occur over numerous data formats using several protocols, and you may not have control over certain data. Integrating these data types using UC gives your organization the ability to better manage the overall communications process.

The necessary equipment for developing a UC infrastructure includes various software applications and hardware apparatus. The Microsoft variant of the UC solution is built 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 software was created to be deployed on a dedicated communications server.

Cisco, the IT hardware products manufacturer most widely known because of its routers and switches and its reputation because the “backbone of the Internet,” offers software UC solutions, together with the necessary hardware tools. Cisco is more widely known as a hardware company; thus naturally, the business’s UC solution is more hardware-based.

The two big players in the 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 support and maintain the technology. Understand that there are tailored solutions accessible from both Microsoft and Cisco tailored for how big is your business.

Microsoft’s Office Communications Server 2007 will come in two editions: Standard and Business. The Standard Edition is supposed for SMBs that have one server platform on one machine. Together with the accompanying Standard Client Access License (CAL) it permits messaging, peer-to-peer video and voice, and file transfers all that occurs within an integrated and familiar Microsoft Office environment.

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