Unified Communications & Contact Center Choices – Making the Changeover

Imagine a person calling for detailed, technical information about your services and products. These calls can be cumbersome for customer service employees who don’t possess the technical knowledge about a particular product or service. Now imagine those same customer service employees having a thorough menu on the computer screens describing the precise technical understanding of that specific product or service, as well as other detailed information the inquiring consumer can use to make the best decision right away.

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

Transitioning to a UC system enhances communications both internally and externally by arming employees with better technology equipment that add value to the overall communication process. This short article contains helpful information and insights to assist you in the changeover to a unified communications system.

UC is actually a unified program for communications in all its forms. Potentially, this may include land-lines and cellular phones, e-mail, fast messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, training video conferencing, whiteboard and unified messaging. Your employees will have presence inside your business communications – if they are physically in the office or not.

The concept of presence is easy to understand within instant messaging in which a “buddy status” is available at a glance. UC takes this a action additionally by grouping these “buddies” together by specialized expertise and attaching them to certain knowledge areas. All this would be available at a glance.

UC allows for real-time delivery of most these forms of communication within a single environment that users can access inside a simple interface. For example, customer support staff could have a listing of employees knowledgeable about a product, along with the most practical method for immediately contacting that person who has the correct answers about the details of the product.

By clicking on a contact icon, a call can be made, or perhaps a page or a whiteboard program accessed to bridge key home elevators the product, customer and employee contacts simultaneously. Agentie PR If your business doesn’t curently have it, Unified Messaging (UM) can provide communications integration, albeit on an inferior scale than UC.

Unified Messaging is capable of grouping together communications from distinct 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 techniques store these multi-program communications for the user to access information at his / her discretion.

Still, in the present day, UM does provide improved connection synchronization to an extent that was not available only a decade ago. It is very important understand that while UM does offer efficiencies by grouping communications mutually; it is not a similar thing as UC. Oftentimes, these conditions are interchanged and interpreted to really have the same meaning.

Again, they are not the same. Tying communications jointly in a UC platform might have a tremendous positive effect on productivity at your organization. Businesses with offices around the world have an excellent opportunity to synchronize communications because they occur around the clock instantly. Additional functionality allows cell phone calls to be routed in accordance with preset rules.

For example, if an employee is operating at a remote location outside the 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) systems that allows analog mobile conversations to be transmitted on the internet. UC basically expands that features by allowing other communications through the same protocol. Transitioning to UC doesn’t have to be an overwhelming procedure.

First, consider what usable technology your business already has and how those property could be integrated into the new platform. Consider what communications already are transmitted using the Internet Protocol (IP). It could be that your business is only several steps away from integrating these into a truly unified format that significantly increases productivity.

Another advantage of introducing UC to your organization is enhanced security inside your company’s communications that has been never offer before. Without UC, communications take place over several data formats using several protocols, and you may not need control over certain information. Integrating these data formats using UC gives your organization the ability to better manage the entire communications process.

The necessary equipment for creating a UC infrastructure includes various software applications and hardware gear. The Microsoft release of the UC solution is built round the Microsoft Office Communications Server 2007 and the Microsoft Office Communicator 2007 for the user interface. Microsoft, of course, is geared toward the program UC solution. Its server application is designed to be deployed on a separate communications server.

Cisco, the IT hardware products manufacturer most widely known for its routers and switches and its reputation as the “backbone of the Internet,” also offers software UC solutions, combined with the necessary hardware equipment. Cisco is more widely known as a hardware company; consequently naturally, the business’s UC solution is more hardware-based.

The two big players in the wonderful world of IT have developed UC solutions. Which one is best for you is often a function of your specific requirements as well as your company’s monetary resources to aid and maintain the technology. Take into account that there are tailored solutions obtainable from both Microsoft and Cisco customized for the size of your business.

Microsoft’s Office Communications Server 2007 comes in two editions: Standard and Business. The Standard Edition is intended for SMBs which have one server platform using one machine. Combined with the accompanying Standard Client Access License (CAL) it allows for messaging, peer-to-peer video and voice, and file transfers all that occurs within an integrated and familiar Microsoft Work place.