It’s Simple, You See: How Unified Communications (UC) Can Help Companies Boost Their Bottom Lines
Although we may not always seem like the sharpest tools in the shed, it’s our human capacity for sophisticated communication – which immeasurably elevates and enhances our interactions – that sets us apart from other species. Ironically, for many government agencies, that very same capacity for advanced communication – if poorly conveyed – can be the undoing of one’s business.
Luckily, Unified Communications (UC), the concept of blending all business communications into a single digital connection, can benefit government organizations by allowing them a real-time presence everywhere (also known as mobile convergence); network access via multiple devices; and the ability to record and listen to past conversations (to boost customer service and monitor the way employees are using the UC network).
The gift of mobile convergence: a real-time presence
UC’s ability to offer businesses a real-time presence can prove invaluable, simply because it can specify when and across what medium employees are available. Whether that medium is a mobile device, a landline, email or something else, the real-time presence that UC affords businesses can boost a company’s bottom line by improving overall operational efficiency. It also can notably enhance employee productivity – especially for those businesses that employ mobile workers.
Indeed, customers will grow frustrated very quickly if their calls go unanswered – even one time. That’s where UC’s mobile convergence capability comes in, ensuring that every call gets answered and that clients are always able to talk with employees – regardless of how far away from the office they may be.
All-access network pass
Perhaps one of the most overlooked benefits of UC – which is intrinsically tied to real-time presence – is that it allows users to simultaneously access the network from multiple devices. In an era where employees access their business data via mobile devices more often than not, multiple device accessibility is key. Just think: With access to the company network via multiple devices, employees – both mobile and office-based – will be able to easily manage contacts and also maintain multiple communications concurrently.
Eavesdropping has its advantages
Yet another advantage of UC is the ability to record and listen to past conversations in order to improve customer service and observe how employees are using the UC network. For example, if an employee recently had a conversation with a client, but has forgotten useful details about the call, then a single UC network has the ability to record and preserve all communications. Armed with these saved communications, managerial staff can then easily review and efficiently respond to clients’ requests.
Communications should be a boon to your business, not an anchor weighing it down. Unfortunately, due to gaps in some government agencies’ communications networks, miscommunication – which results in missed business – is all too common. With a Unified Communications network, however, things can become crystal clear. Surely UC my point?
Kim Kay is a Los Angeles-based writer and editor who specializes in technology and possesses more than 20 years of experience in B2B and consumer publishing. A noted writer and editor across a myriad of mediums in both in the U.S. and overseas, she has also served as the Editor-in-Chief of Computer Technology Review for more than a decade. Follow her on Twitter @kimberlygkay and like her on Facebook at Ink Spot Publishing.