Unified Communications (UC) deals with the integration of data network and communication solutions, and creates a network-centric approach business collaboration.
UC creates real-time coordination of disparate systems such as office phones, mobile devices, and email. It delivers the message to the device of choice for the intended recipient.
When UC is fully deployed and integrated, it has collaboration benefits that have a fundamental impact business strategy and costs.
The essence of the network-as-a-platform is consolidated solutions. With IP-based (Internet Protocol) technology, you can consolidate voice, video, and data into a single network. This cuts costs, takes advantage of underused capacity, and lays the foundation for seamless, network-based collaboration.
With solutions like instant and unified messaging, presence, and VoIP technology, the tools are in place to deliver a new level of companywide collaboration. According a study done by research firm Chadwick Martin Bailey, the “collaboration effect” of UC allows for about 2 hours of more productive work from individuals each day.
One of the great benefits of the UC platform is the ability to collaborate with less travel. Presence, WebEx and standard audio-video conferencing allow for meetings and trainings to take place in real-time without having to be in the same office.
You can share documents, click to call, and do impromptu web conferencing without always having to travel to have effective collaboration.
UC collaboration extends to customer service. You can effectively connect a customer to the expert that can answer their questions, or proactively reach out and provide them with the information and expertise they need—when they need it.
First call resolution and improved response rates allow you to work like a team member with clients, improving customer satisfaction.
Perhaps the single greatest impact UC has on business collaboration results from mobility. Beyond the fact that people don’t always have to travel to work together, UC allows a dispersed workforce to connect from virtually anywhere.
Enterprise organization like Best Buy and IBM have actually closed large corporate office spaces because of lack of use. Staff are part of the mobile workforce, with a new system of managing time and productivity. Again, studies show that productivity goes up with mobile workers when the proper tools and management system are in place.
UC brings a new reality to the business world: people no longer have to be in the same location, time zone, or culture to collaborate.
Businesses of all sizes are exploring the productivity and cost benefits of network-facilitated communication. There are technological and strategic shifts to consider, but with so much to be gained, it’s necessary to evaluate a new tact for business collaboration.