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Why is Unified Communications so important for my business?

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Why is Unified Communications so important for my business?

Unified Communications (UC) is constantly evolving and it’s something that customers are demanding more and more. Industry research tells us that customers want to communicate with brands on their own terms.  That means through communication channels that best suit them rather than the supplier, whether that’s voice, email, SMS, chat or other social media channels. …

Unified Communications (UC) is constantly evolving and it’s something that customers are demanding more and more.

Industry research tells us that customers want to communicate with brands on their own terms.  That means through communication channels that best suit them rather than the supplier, whether that’s voice, email, SMS, chat or other social media channels.  They want unified communications.  But what is unified communications or UC?

To keep it simple, UC is the integration of all channels of enterprise communication services within your business, such as, Voice over IP, email, chat, video, instant messaging, social media, CRM, and many others.

In other words, UC is the convergence of several communications technologies in REAL TIME, from ANYWHERE, through practically ANY DEVICE allowing a two-way communication across all these channels.

UC optimises business efficiencies by providing a more seamless communicati

on process for customers and, as a result, it improves your customer experience or CX.

Again, industry research from PwC tells us that 86% of customers are prepared to pay more for a product or service if it’s supported by great customer experience.  Surely, that’s the best reason in the world to adopt UC at the core of your customer success strategy.

But UC delivers lots of other benefits too.

Increasing productivity in your business

One of the most common UC technologies is VoIP: at Intellicom we specialise in the design, delivery and support of hosted VoIP-based telephony and contact centre solutions. With our platform intune you can communicate with your clients or staff in the most effective and efficient way – wherever they may be. You can view and manage all customer communications channels such as voice, email, chat, SMS and social media through this single platform and take customer experience to a whole new level.

Call monitoring, call recording and advanced call reporting, provide management and supervisors with the ability to assess the quality of customer interactions with staff members while simplified call routing ensures that call waiting times and durations are reduced.

Workforce collaboration

CRM integration with systems such as SalesForce.com, Microsoft Dynamics, Zoho or SugarCRM can pop up relevant account information on customers when they get in touch and automatically update the CRM. This results in reduced call duration, increased productivity and a professional customer interaction.  It also builds a powerful bank of information which can be easily mined for further business development.

Travel time and cost reduction

Connect users whether they are at their desk, home, on their mobile phone or at their client’s premises: they will have the same high quality experience no matter where they are. For example, Intellicom Communicator SoftClient users can migrate between one device to another, and then back again. They can receive an inquiry on one device and reply from a different one.

These features are particularly attractive for Gen X staff who value the opportunity to work remotely or work more flexible hours.  The ability to extend the power of your business telephony to these staff members is a great way to support flexi-working and help to recruit and retain people.

 

Achieving significant reductions in telecoms and IT costs

Lower rates for local, national, international, mobile and even premium calls.

UC integrates voice, data, video in a single connection.

One of the main advantages of our omnichannel platform is that it is an add-on to our standard license: you will not need any special equipment nor an engineer on site to install it. Our solutions are scalable whenever you need them.

 

High levels of embedded security at all levels within the system for protection against other networks

UC optimises business processes and increases user productivity. It provides a single platform from where you can integrate all customer communications channels and manage them as one.  And using this to give customers that seamless communications process with your brand, fuels great customer experience.

If you would like to learn more about our integrated solutions, send us an email to sales@intellicom1.brillsome.com or call us on +353 (0)1 5566000 and talk to one of our Business Development team today to see how you can accelerate your business growth.

Why not add on Intellicom features to enable unlimited benefits to your company.

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