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Unified Communications & Contact Center Choices – Making the Changeover

Imagine a customer calling for detailed, technical information regarding your services and products. These calls could be cumbersome for customer support employees who don’t possess the technical knowledge about a specific product or service. Now imagine those same customer service employees having a comprehensive menu on their computer screens describing the exact technical knowledge about that specific product or service, as well as other detailed information the inquiring buyer can use to make an informed decision right away.

In the wonderful world of UC (Unified Communications), technical customer support calls are handled and processed very much differently than they were just a decade ago.

Transitioning to a UC system improves communications both internally and externally by arming workers with better technology equipment that add value to the overall communication process. This short article contains helpful know-how and insights to assist you in the transition to a unified communications platform.

UC is essentially a unified program for communications in all its forms. Potentially, this can include land-lines and cellular phones, e-mail, instant messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, video conferencing, whiteboard and unified messaging. Your employees could 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 at a glance. UC takes this a action additionally by grouping these “buddies” together with each other by specialized expertise and attaching them to specific 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 customers can access inside a simple interface. For example, customer support staff could have a listing of employees knowledgeable about a product, along with the most practical method for immediately contacting see your face who has the correct answers about the details of the product.

By simply clicking a contact icon, a call up can be made, or perhaps a page or a whiteboard session accessed to bridge key info on the product, customer and employee contacts simultaneously. If your business doesn’t curently have it, Unified Messaging (UM) can offer communications integration, albeit on a smaller scale than UC.

Agentie PR Unified Messaging is capable of grouping together communications from different sources, such as for example e-mail, faxes and voice mail, but does not allow (in all instances) real-time shipping. Unified Messaging techniques store these multi-program communications for the user to access information at his / her discretion.

Still, nowadays, UM does provide improved communication synchronization to an extent that has been not available only a decade ago. You should understand that while UM does offer efficiencies by grouping communications mutually; it is not a similar thing as UC. Oftentimes, these conditions are interchanged and interpreted to really have the same meaning.

Again, they are not the same. Tying communications along in a UC platform might have a tremendous positive impact on productivity at your business. Businesses with offices across the globe have an excellent opportunity to synchronize communications as they occur around the clock in real time. Additional functionality allows cell phone calls to be routed according to preset rules.

For example, if an employee is doing work at a remote location outside the office, the UC program can route a call with their cell phone and then a voice message into their voice mail. At the heart of UC is the Voice-over Internet Protocol (VoIP) engineering that allows analog cellphone conversations to be transmitted online. UC basically expands that features by allowing different communications through exactly the same protocol. Transitioning to UC does not have to be an overwhelming method.

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

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

The necessary equipment for creating a UC infrastructure includes various applications and hardware products. 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 interface. Microsoft, of course, is geared toward the program UC solution. Its server software program was created to be deployed on a separate communications server.

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

The two big players in the world of IT are suffering from UC solutions. Which one is most beneficial for you is really a function of your specific requirements and your company’s monetary resources to aid and maintain the technology. Understand that there are tailored solutions on the market from both Microsoft and Cisco personalized 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 that have one server platform using one machine. Together with the accompanying Standard Client Access License (CAL) it allows for messaging, peer-to-peer video and voice, and file transfers all that occurs within an integrated and familiar Microsoft Work place.