Maximize your contact center with unified communications and enjoy greater collaboration, productivity, customer satisfaction, and financial growth.
What do you think of when you hear “unified communications?” If you aren’t familiar with the term, you might guess it has something to do with combining different types of communication, and you would be right.
Unified communications is the integration of different communication tools and services to create a consistent, unified user experience and interface across media types and devices. In the context of business, the ability to communicate seamlessly through several different channels can increase employee productivity, help meet deadlines, and achieve better project results.
Unified communications is also vital in your contact center solution. True, you probably already have an omnichannel contact center system in place. But integrating unified communications with your contact center environment can improve agent productivity, collaboration, operational efficiencies, and customer satisfaction.
What Are Some Contact Center Unified Communications Components?
Your contact center uses many forms of communication that can be integrated into a single interface for ease of use. Let’s look at what those might be:
- Voice: This refers to standard telephone calls including voicemail or a VOIP service.
- Presence: This feature allows you to see who is available on different communication tools and if they’re busy or not.
- Email: Virtual mail which is used, not only in the contact center, but throughout the enterprise.
- Instant messaging: Standard real-time, text-based chat tool. On an enterprise level, business IM software often has more security measures and features. For example, encryption and file transfer.
- Directory services: Directory services software organizes, stores, and provides personnel contact information, making it easy to contact anyone within your organization.
- Mobility: Today, most modern devices are mobile and make business applications accessible.
- Desktop sharing: Also known as screen sharing, this allows you to share your desktop with one or many users over a private network or the Internet. It’s an excellent feature for meetings and video conferencing.
- Video: Video conferencing allows you to meet and collaborate with team members or customers anywhere in the world. Video conferencing software usually includes additional features like file sharing, whiteboards, screen sharing, and more.
Why Use Integrated Contact Center Unified Communications?
During these uncertain times and with so many communication methods available for your contact center agents, you might wonder if a change is necessary. Teammates already can talk and collaborate through these different channels. And they’re adept at communicating with many colleagues through various tools at the same time. The difference with contact center unified communications is that all your communication methods are integrated into a single user interface. This means you can send a message to a coworker through one medium, and they can receive it in another (or many). You could leave them a question through email, and they could respond via video chat to discuss.
Using unified communications also allows employees to communicate on different devices, giving them the ability to effectively communicate remotely. This kind of flexibility keeps everyone in touch with colleagues, vendors, and customers they work with, without interruption.
Combining all your communication platforms and services into a single interface allows for more efficient collaboration and operations. Information is communicated quickly and easily. Long-distance business relationships are built face to face. Employees can work from home.
Ultimately, unified communications make your enterprise more agile and resilient.
Why Is Contact Center Unified Communications Important?
Contact center unified communications may make the workday easier for your employees but are there broader and more lasting benefits?
By adopting one platform for all internal and external communication needs everyone benefits. Enterprises enable their employees to provide better customer service and value to customers. Employees enjoy more flexibility and are more efficient and productive. Customer’s needs are met quicker and more often increasing their level of satisfaction. These improvements have a lasting effect on the enterprise as they contribute to increasing its overall financial health, performance, and profitability.
Integrating your unified communications and collaboration can sound like a daunting task but you don’t have to go at it alone. Instead, lean on an experienced unified communications services and solutions provider like ATSG. We have the knowledge and tools to unify your contact center’s communication into one seamless system to everyone’s advantage.
ATSG – Transforming the Customer Experience Through Tech-Enabled Managed Services
Today’s choices for mobility, cloud, infrastructure, unified communications, contact center, applications, and operations are mission-critical for small, mid-sized and large enterprises alike. ATSG, Inc., is leading the transformation into technology solutions as a service with our tech-enabled managed services portfolio and a commitment to technology innovation, operational excellence, and client intimacy.
Recognized by industry leaders and industry-leading publications, ATSG has 25 years of operating history delivering exceptional customer experiences that directly result in competitive advantage, cost-savings, growth, and improved operational efficiencies.
Visit ATSG.net, email [email protected], call (914) 517-2919, or visit one of our five tri-state locations today for more information.