Enterprises Need Unified Communication Solution Now More Than Ever

Unified Communications as a Service: For upon |If enterprises were lukewarm about unified communication solutions prior to Covid-19, the pandemic made them sit up and take note of the changed reality and the importance of communication and collaboration through a single dashboard. The pandemic led to a spike of over 86% in UC solutions, particularly UC as a Service. This is not a temporary phenomenon. It is and will be the new normal. By 2025 the market for UC will exceed $ 167 billion. Unified Communications as a Service.

What is Unified Communication?

The combination of communication systems in a business is described as Unified Communications (UC). By connecting communication tools and services under one system, companies can optimize processes, improve productivity, promote collaboration, and advance the customer experience. Unified Communications as a Service.

UC allows users to manage communications from one platform, streamlining processes in real-time through instant messaging, conference calls, video calls, etc. By reforming communications and employing one system, communication capabilities are significantly improved and made more efficient. Unified Communications as a Service.

Rather than having various systems to communicate with internal staff or clients, UC aims to combine all communications channels under one system. Engaging in UC systems works flawlessly with businesses, and they are becoming more and more virtual. UC allows a business to be accompanied anywhere by anyone. This reduces the need for immobile physical space to work. Unified Communications as a Service.

Juggling channels leads to inefficiencies

Employees were happy to work under one roof and handle different channels of communication. Though not quite as easy to use as the single dashboard control that a unified communication solution offers, it worked. However, remote working threw a spanner in the communication works. How on earth are employees to handle social media, email, voice, video, data, SMS, chat and voicemail from wherever they are located? This leads to frustrating inefficiencies and low productivity as more time is spent on juggling and less on actual work done. The fallouts are there to see: dissatisfied customers and vendors. Unified Communications as a Service.

Still, sitting on the fence?

Large enterprises hesitate to switch over to UC solutions. There are compelling reasons such as an ongoing contract with penalties for early termination. About 14% of large enterprises are still “considering” the switch, evaluating cost benefits, integration into existing systems, and the learning curve.

30% of enterprises are still evaluating providers of unified communication solutions. The delay means loss. Finding the right provider is essential for each type. For instance, an existing system can be layered with UC on top, which proves least disruptive and lets employees continue using existing solutions with which they are familiar. There is an added benefit of having single dashboard control. Terminating an existing contract may prove expensive but not opting for UC could have greater costs. Unified Communications as a Service.

30% of enterprises cite budget as an issue to switching over but this can be overcome with UcaaS where no upfront payment is involved. Given the current scenario when you need to be fast on your feet in responding to customers, it is better to jump and learn to swim rather than delay and lose more than you bargained for. Unified Communications as a Service.

Think of your remote employees

They deserve consideration. You may inquire about their well-being. That is fine. What matters is about the work process in which you can easily take frustrations out through the unified communication system. It ties together all channels, desktop, laptop, and mobile communications, and even the CRM into a neat accessible screen area. It lets them use audio-video chat and conference, pings them of a post on social media, alerts them to any new SMS or email, and takes the fear out of missing out on something important. Unified Communications as a Service.

The same UC system becomes a platform for training and motivation of remote workers and also lets them interact with each other. What price would you put on team spirit and empowerment? The cost of switching to unified communication pales in comparison. Happy workers can do more and do it in the best way, keeping customers happy. 81% of employees find that collaboration improves productivity. Unified Communications as a Service.

34% of workers now work from home using third-party solutions that are frustrating, to say the least. UC changes it. No wonder that 85% of top companies feel that UC is crucial to growth. Importantly, it reduces employee churn by as much as 50%. Unified Communications as a Service.

Happy customers, more sales

Think of a customer who sent an email or fax or a tweet that remains unattended simply because of your disrupted and siloed communication system. Now think of a platform that alerts you immediately of any such expression on any channel. You or any of your employees respond immediately. That makes for happy customers. You can do even more with UC as the base for gamification such as using social media to keep customers engaged with contests and incentives and even reaching out to what could be “germinating” leads and nurturing them. Unified Communications as a Service.

Mobile hubs

UC can seem to be mind-boggling with so many channels being tied together. It need not be. The 3-inch x 6-inch slab of the smartphone is sufficient for most workers to do most of the work of communication. Mobile video delivers twice the satisfaction levels to customers and makes it easy for employees to work from anywhere instead of being tied to their desktops. Unified Communications as a Service.

Unified Communication solutions deliver smoothness in virtually all aspects. Employees do not face frustrations while setting up conferences or chats. Keeping tabs on social media is a one-click affair. Customers have nothing to complain about since they are free to choose their preferred mode of communication and be assured of a prompt response. You have all data synced to your CRM for easy analysis that will help you to make smarter decisions to drive even more sales and revenues. The only thing that remains is to find a vendor who can put a smart, latest tech-powered UC in place or upgrade the existing communication platform by tying together all the different channels. Either way, it is an investment that gives top returns. Unified Communications as a Service.

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