2017 is driving a new set of business goals and priorities. Companies of all sizes from SMBs to Fortune 1000’s now realize the need to have all of their systems integrate. They need to communicate instantly, basically making a traditional phone call the last resort. Companies now rely on “Big Data and Analytics” reporting as well as mobility management, and of course, data security and integrity have never been more important than they are today.
So how can you drive your systems to integrate quickly and easily while still being ahead of the technology curve and managing the best possible customer experience?
The answer is UCaaS.
Why UCaaS? Features, Integrations & Affordability!
UCaaS, or Unified Communications as a Service, is a platform which many think is simply a VoIP phone call, but it is really much more than that. The “Unified” in unified communications describes the various ways that people and organizations all interact with one another, regardless of where they are located. This includes text, chat and video, on line collaboration, reporting and analytics, CRM integration, mobility, presence, on demand video and voice call recording and of course, security, both physical and logical. By the way, UCaaS will still place a good old phone call for you too! Plus, when an inexpensive “Contact Center” license is layered on, it becomes the equivalent of UCaaS on steroids. All of the features and services are also fully managed via world class on-line portals, making immediate changes instant and pain free which will completely eliminate all charges for service calls and truck rolls normally associated with a traditional PBX.
As this technology has become more common, the costs of these services has dropped dramatically. You no longer need to choose an “ala carte” selection in order to fit into a budget, foregoing one need for another. Some of the better UCaaS services will even integrate with applications like Skype for Business, Salesforce.com, Microsoft Dynamics, and many more. Many will also allow for click to dial from any webpage, even when logged in to your mobile devices via the respective UCaaS mobility apps. The majority of all of these features are included in a typical UCaaS solution!
Are You Ready For UCaaS?
Your company likely already has the infrastructure needed to support an enterprise wide deployment. A typical installation will be a UCaaS phone placed on a desk, which will act as a switch, running over your LAN (Cat 5 or better is normally required) and then connected to your PC (or just keep your PC wireless if you prefer). Your current high speed internet circuit will likely have more than enough capacity to support your calling and other needs. Larger clients who want to guarantee the highest quality of services on the VoIP calls, may choose to bring in an MPLS service or implement a VLAN to segregate the voice and data traffic on the LAN, but most of the world is more than satisfied with today’s level of VoIP calls, even over the internet alone.
If “Customer Experience Management” is a priority for your company this year, the very first place that you should look to make a positive change is in the replacement of your old phone system with a state of the art UCaaS system. Hoping for better results out of your 20, 10, 5 or even 3 year old phone system is not strategy for success, but using today’s available UCaaS technologies absolutely is.