What does Unified Communications Mean to SME’s?

While the term could appear confusing, it is not. once all your external and internal communications are bought on to one platform, together, it’s called unified communications. From phone calls to SMS to social media, unified communications compile all suggests that of communication under a single platform.

Unified communications permit agents to access numerous information regarding the customer, such as history, previous tickets, etc. no matter which channel the customer uses for interaction.

Unified communication is driven by a system that has been specially designed for the purpose. The system not only brings all means of communication onto one platform but also streamline the full process.

Why you should Consider Unified Communications for Your Business?

As you already know, Unified communications not only integrates types of communication but also streamlines the entire method. This brings a number of advantages for your business, like increasing call center productivity and efficiency. Here are other benefits you can expect from unified communications:

1. Improved Agent Efficiency

With unified communications, agents need not keep multiple tabs and keep switching between them constantly. Agents will easily and quickly look for info that would otherwise be scattered across totally different apps and systems.

Though both internal and external communications have totally different users, keeping the communication consistent across both channels will improve efficiency. this provides the agent with a solid understanding of everything that’s going inside the organization and keep the messages to customers consistent.

2. Remote Agents

Organizations providing its employees the choice of work from will generally face challenges. for example, it may take some time and effort to make the correct amount of trust between agents working from home and people working from Office. this can be mainly due to the resentment agents working from the Office might harbor against agents working from home.

But unified communication tackles the situation easily, as it uses the information available to tell the staff the status of other agents. This allows for agents working from home to see which of the other agents in the call center are on a call or away and vice versa.

The software also allows managers to measure remote agents’ performance and analyze data using the extensive list of reporting tool available.

3. Improves First Call Resolution Rate

With the implementation of Unified Communications, the first call resolution will be improved dramatically. Unified Communications permits customers to search out the correct agent to resolve their queries quickly.

Unified communication permits the agent to avoid call transferring and putting the customer’s call on hold. The agent will simply connect the customer with a colleague possessing the right skill set and help resolve the issue faster.

4. Allows for Real-Time Training

For those looking to provide agents on the call training, unified communication is useful. because with unified communication, more than 2 persons can be on a call at an equivalent time. So, this enables a brand new agent to listen to a call while a professional agent deals with the client, thus enabling the supervisor to supply real-time training.

In virtual call centers, on the call training is extremely important. On {the call | the decision} training allows a remote agent to pay attention to a live call and get training without the requirement to visit the call center to receive the training.

5. Improved Quality of the Audio

Unified communication provides improved audio quality than your traditional telephone systems. There is less chance of noise or disturbance, causing a problem between the conversing agent and client.

In the case of traditional telephone systems, both agents and customers might need each other to repeat information due to the disturbance in the line. This may hinder the smooth flow of information between the agents and customers leading to loss of business.

6. Multiple Channels of Communication

With the implementation of Unified Communication, businesses will apply the same rules of engagement with every channel of communication. this will help provide customers with a customer service that can be trusted, no matter what the communication channel is. Customers can contact the business using their preferred mode of communication, knowing that their request will be processed in a very quick and economical manner no matter which channel they use. this allows businesses to mix totally different channels of communication to produce better customer services.

7. Reduces Maintenance Costs

If you’re searching for a smart way to reduce maintenance prices, then unified communication is for you. Unified communication will reduce maintenance prices without preventive the work efficiency of a Small Business. In fact, the implementation of unified communication leads an additional efficient Small Business.

By combining totally different channels of communication, more reliable customer experience can be delivered to the purchasers whereas providing a big saving in the variety of reduced maintenance costs. Businesses can also continue to leverage current technology, therefore reducing the requirement to replace the technology currently in use.

Conclusion

Any Business Owner adopting unified communication in its day-to-day operations can reap out a number of benefits while improving customer service quality. With unified communication, your agents can easily access CRM, an internal communication platform, customer contact channel all on a single screen, without the need for toggling between the applications.