In our last blog, we suggested that unified communications add value to an organization’s efforts to increase productivity. It can facilitate smoother, more efficient collaboration in a 24/7 workspace. Unified communications can also accomplish the following:
Improve the Functionality of our 24/7 Workplace.
The reality of 24/7 availability has been around for a while. Learning to place constraints on that is for another e-guide. However, unified communications can play a role in the 24/7 expectation problem. With a single portal to an individual’s multiple communication channels, an employee can more easily communicate across those channels that they are not available. Therefore this limits expectations for an immediate or timely response when that is not possible. Also, with a unified portal, responding to different channels in off times can be easier and less time-intrusive.
Improve Client Satisfaction
Nothing is more irritating as a customer than needing support and finding support elusive. Waiting for call-backs with no answer, or worse, re-telling your story over and over until you finally reach the right resource? Unified communications can go a long way in mitigating these frustrations. As a result, contact centers are introducing it heavily. Contact centers are where customers can use multiple integrated channels to discuss issues, questions, or problems.
