Unified Communications & Contact Center Choices – Making the Changeover

Imagine a customer calling for detailed, technical information about your products and services. These calls can be cumbersome for customer service employees who don’t possess the technical knowledge about a particular service or product. Now imagine those same customer support 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 client can use to make the best decision right away.

In the wonderful world of UC (Unified Communications), technical customer service phone calls are handled and processed significantly differently than these were just a decade ago.

Transitioning to a UC platform enhances communications both internally and externally by arming staff with better technology tools that add value to the entire communication process. This short article contains helpful understanding and insights to work with you in the changeover to a unified communications program.

Agentie de Comunicare UC is essentially a unified system for communications in every its forms. Potentially, this can include land-lines and cellular phones, e-mail, instantaneous messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, video tutorial conferencing, whiteboard and unified messaging. Your employees will have presence within your business communications – whether they are physically at work or not.

The concept of presence is simple to understand within instant messaging in which a “buddy status” is available instantly. UC takes this a phase further by grouping these “buddies” jointly by specialized expertise and attaching them to particular knowledge areas. All of this would be available at a glance.

UC allows for real-time delivery of all these forms of communication inside a single environment that consumers can access inside a simple interface. For example, customer service staff could have a listing of employees knowledgeable about a product, along with the best method for immediately contacting see your face who gets the correct answers about the information on the product.

By simply clicking a contact icon, a call can be made, or even a page or a whiteboard program accessed to bridge key information on the merchandise, customer and employee contacts concurrently. If your business doesn’t already have it, Unified Messaging (UM) can offer communications integration, albeit on a smaller scale than UC.

Unified Messaging is capable of grouping together communications from various sources, such as for example e-mail, faxes and tone of voice mail, but does not allow (in all instances) real-time shipping and delivery. Unified Messaging devices store these multi-program communications for an individual to access information at his or her discretion.

Still, currently, UM does provide improved conversation synchronization to an extent that has been not available just a decade ago. You should understand that while UM possesses efficiencies by grouping communications together with each other; it is not the same thing as UC. Oftentimes, these words 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 organization. Businesses with offices across the globe have an excellent possibility to synchronize communications as they occur around the clock instantly. Additional functionality allows telephone calls to be routed according to preset rules.

For example, if a worker is doing work at a remote location beyond your office, the UC program can route a call to their cell phone and then a voice message into their voice mail. In the centre of UC is the Voice-over Internet Protocol (VoIP) technologies that allows analog telephone conversations to be transmitted on the internet. 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 previously has and how those resources could be integrated into the new platform. Consider what communications already are transmitted utilizing the Internet Protocol (IP). It could be that your business is only several steps away from integrating these right 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 was never present before. Without UC, communications appear over multiple data formats using several protocols, and you may not need control over certain facts. Integrating these data formats using UC gives your company the opportunity to better manage the overall communications process.

The necessary equipment for developing a UC infrastructure includes various applications and hardware devices. The Microsoft variant of the UC solution is made round 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 is designed to be deployed on a dedicated communications server.

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

The two big players in the wonderful world of IT are suffering from UC solutions. Which one is most beneficial for you is really a function of your specific requirements as well as your company’s monetary resources to support and maintain the technology. Keep in mind that there are tailored solutions out there from both Microsoft and Cisco personalized for how big is your business.

Microsoft’s Office Communications Server 2007 will come in two editions: Standard and Enterprise. The Standard Edition is supposed for SMBs that have one server platform on one machine. Combined with the accompanying Standard Client Access License (CAL) it permits messaging, peer-to-peer video and tone of voice, and file transfers all to occur within an integrated and familiar Microsoft Work place.