With changing times, businesses are moving towards being more efficient in whatever they do. One of the technologies which have seen a drastic change in the past two decades is the communication system. It is moving towards being more unified than ever.
What is Unified Communication?
Unified communication refers to an application which combines various communication methods within a business.
A business probably uses many modes of contact: Phone, SMS, Fax, Email, Video Conferencing etc.
Unified communication helps businesses to manage all platforms from a single application. A UC combines your
- Business Phone System
- Video Conferencing
- Conference Call and many more
Benefits of Unified Communication Solution
UC offers business to be more competitive and serve their customers better. More businesses are moving towards UC and future-proofing their business.
UC offers businesses to
- Improve their efficiency
- Reduce cost
- Increase revenue
- Better customer service
Important Terminologies you Should Know While Dealing with Unified Communication Solution
PBX (Private Branch Exchange): A PBX takes in all the calls from the outside world and direct it to the respective receiver
IVR (Interactive Voice Response): It is an automated attendant which manages all the repetitive tasks that would otherwise consume the time of human.
UCaaS (Unified Communication as Service): A deployment method which allows UC to be delivered to organizations via the cloud.
VoIP (Voice over Internet Protocol): A system where phones are transferred through the internet instead of traditional lines
Mobility: A term for integrating your landline phone with your mobile device.
API (Application Programming Interface): An Application Programming Interface (API) allows you to customize your phone system, and therefore may be one of the most important features to consider in your next phone system.
How Does Unified Communication Work?
In order for UC to work, you need support from multiple back-end platforms that allow integration and facilitate the front-end interface for the users.
- An application that facilitates voice call, audio conferencing
- Text application for SMS and chat
- Video application to enable video conferencing
- Social Networking tools
- UC server
- Cloud-based IP-PBX (Private Branch Exchange)
- VoIP enabled phones
- MultiPoint Control unit
One of the key components of a unified communication solution is its ability to integrate with other productivity tools. For example, A UC can easily be integrated with Customer resource management allowing you to access data from CRM and initiating communication right from the interface. This is done through API’s that allows the integration between the two systems.
UC allows businesses to communicate efficiently even if they are separated by a great distance. It unifies all modes of communication and more importantly, it does at a much lower cost than traditional communication lines. UC also decreases the need for travelling which would have been costly and time-consuming.
With UC a user can change different modes of communication within the session. That is if you start your conversation on an email, you can easily switch it to text messaging or call service within the same interface. It is due to the advancement of technologies like unified communication, that industries like call centre solutions scaled efficiently. UC forms the basis for the majority of call centre and customer care solutions. Everyone knows how great customer service could change the face of the business. A flexible and agile UC can save your business a lot of trouble in the long run.