Work and Collaborate Seamlessly from Anywhere with Unified Communications

November 30, 2020
CCB_CommunityHero_11252020_Work and Collaborate Seamlessly

The coronavirus pandemic caught businesses off-guard, but it also proved that work can still happen effectively outside the walls of an office building. And as the months tick by, many business and IT leaders are now looking into more long-term solutions for supporting a more remote business model. Employers are transitioning from temporary, often disparate fixes to more permanent multi-layered solutions for keeping their employees connected to each other and their customers, no matter where they are working.

According to a recent Mercer survey on flexible working strategy and policy, 29% of respondents said that they would be making technology investments for virtual collaboration. And among those, many are considering implementing flexible working at a greater scale than prior to the pandemic. To support this shift, business leaders need to consider an effective and reliable Unified Communications (UC) system to remain productive in and out of the office.

The success of any business depends upon the ability of its team to seamlessly work together and provide top-notch customer service. However, if employees are using many different collaboration tools and platforms, important information can be lost and communication can be hindered. Using a single system helps to eliminate these potential communications gaps - ensuring important calls and connections are made. A team connected on the same virtual platform will not only boost employee morale, it also accelerates productivity and performance.

Moving to a single unified communications provider also eliminates the complexity of managing separate tools with different interfaces. The simplification and consolidation of communication and collaboration tools enables IT managers to focus on more mission critical tasks by eliminating the need to spend time troubleshooting integration and performance issues of disparate technologies.

Seamless communications

Unified Communications (UC) refers to a system of equipment, software and services that are integrated to enable users to seamlessly use multiple communications methods all on one platform. As businesses continue to adapt their operational models to better accommodate a remote workforce, they need to find a system that integrates instant messaging, conferencing, desktop sharing, and audio, web, and video conferencing as well as the added features such as mobile integration, readable voicemail, call control and multimodal communications, presence, unified messaging, and mobility and a virtual office environment. (For more details on common UC features, check out this post.)

These integrations streamline communications, eliminate fumbling shifts from one platform or app to another, and can be used from any location, on-site or remote, via each user’s choice of mobile device or desktop. By streamlining communications, UC creates business efficiency.

Empower teams

For some, the lack of in-person contact may create a sense of disconnection from supervisors, peers and even customers. Leveraging UC tools is a way to empower team communication and foster community/culture from afar. With limitations on traditional collaboration, real-time messaging ensures employees can quickly connect in the moment and keep productivity on track. One-touch conference calls mean you can get everyone in the same place without fumbling with messy dial-ins and get valuable digital face time with customers.

How businesses are using Unified Communications

Many businesses are realizing the extended efficiencies of a UC system. Sales and service calls which had previously been conducted through a call center can now happen seamlessly through systems that can redirect calls to mobile phones, create custom call strategies and provide voicemail recordings to update customers on the latest news.

Telehealth appointments are replacing in-person doctor’s visits through video and voice calls. A recent study from J.D. Power finds that the overall customer satisfaction score for telehealth services is 860 (on a 1,000-point scale), which is among the highest of all healthcare, insurance and financial services industry studies conducted by J.D. Power.

A similar approach is also being adopted by tradespeople for services like plumbing, electrical and general construction. Instead of traveling to job sites or homes for diagnostic services like looking at leaky pipes or getting an initial overview of a construction job, these services are being done through video conferencing. Technology companies can also use this method to onboard new customers and implement new technology.

Comcast Business VoiceEdge® includes a desktop app that provides access to unified communications features like softphone, readable voicemail, screen sharing, and more. Users can manage their voice service from the convenience of their desktop and access UC features that make collaboration easy.

Organizations are investing in long-term solutions to enhance virtual collaboration for their team.

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