In the business world, the key to success is gaining every advantage possible to leverage your business to its maximum potential. Reducing costs while increasing functionality is the cornerstone of success. Unified communications (UC) offers many benefits for organizations with different technologies available to meet different needs.
Until recently voice to voice communication was the only focus in business communication. With the advent of newer technology, testing has become more popular than voice calls due to its ability to efficiently relay information. Voice communication remains a core challenge for UC; however, the ability to use text communication is paramount for the modern group of consumers that sees a lack of texting ability as a significant shortcoming for a business.
The ability to use online, self-service, applications makes UC a powerful tool due to business professionals no longer having to be tied to desktops or portable PCs. The restrictive, outdated legacy IVR applications have been replaced with self-service applications that no longer start with a phone call.
An emerging and unavoidable demand by end-users is the ability to directly access information and transactions without having to deal with a live person. Businesses that offer information on demand regardless of the time of day often outperform competitors who must rely on outdated data systems. Simplicity remains a prime concern when it comes to data access. Speech recognition systems, such as the popular Apple Siri, have opened thinking to an entirely new way of acquiring data and communicating with ease. The opportunity to combine this ease of access with instant data provides an efficient, easy system of data acquisition.
UC has received its heaviest accolades from its ability to enhance collaborative interaction between team members. With the increasing virtual work force, having access to the team regardless of location offers the opportunity to interact and respond as ideas and emergent issues surface. A recent acknowledgement has been the potential increase in customer service. Users can interact with customers regardless of location, shattering the Monday to Friday 9-5 stereotype that limits costumer response and ultimately satisfaction. Ultimately, the greatest benefit may very well be this customer interaction at a reduced cost.