Latin America. Today, the market is full of communication tools that drive collaboration and facilitate interaction between customers and work teams. Phone, text, chat, email, web collaboration tools, video conferencing, contact center apps, mobile apps, etc. These tools are often misplaced in many companies: instant messaging, email are managed on a separate collaboration platform and the same goes for phone calls.
This leaves businesses with a very wide range of communication platforms and tools that work in isolation. Communication is lost, records of information are difficult to track, and the IT department has too many programs to manage.
To improve communications in business, these tools must be integrated into a system that allows an efficient flow of communication between devices and people, that is, you must have a unified communications and collaboration (UCC) platform. According to a study, the unified communications market will have an investment of USD 96 billion by 2023.
CCUs offer simple communication management using a variety of channels so that businesses and users can respond quickly and appropriately, in any way that suits their situation, using the same platform.
We cannot deny that UTCs are revolutionizing workspaces and in this scenario BroadSoft reveals some competitive advantages that its UC-One platform provides to companies and that in turn takes them to the next level of operability:
Software integration: Merging your phone system with software like CRM and databases simplifies calling and data collection. With this, organizational communications align with core business objectives, creating a solution that increases productivity and improves customer satisfaction.
Integrated collaboration: Video conferencing available at the touch of a button, instant messaging with document and desktop sharing work together to facilitate access and connection between employees. It also eliminates fees for third-party apps.
Calendar access: By integrating with Outlook and ICS calendars, your communications system can help you track events, automate invitations, and access your contacts for phone, chat, and other communication tools.
Instant messaging: Most organizations use instant messaging through multiple programs that are not guaranteed or properly managed. This is a primary mode of communications that connects coworkers regardless of their geographic location. Instant messaging management with UC combines it with other communication channels in a secure channel.
Call forwarding: The ability to intelligently redirect calls using specific forwarding rules that the user defines, offers more flexibility in prioritizing and managing them. Users can select and redirect specific calls to another staff member while others are forwarded to voicemail or another mobile device.
Mobile Worker Apps: Mobile apps turn any employee device into their desktop. This can work on most tablets, and smartphones. Apps offer many features that help mobile staff stay connected.
Fast telephony transitions: Employees are on the move in many organizations. With UC they can quickly change their phone from the management controls. Extensions can even be temporarily reassigned, so when employees are visiting a remote office they can use any desk phone as their hotline.
Log Tracking: Users can save instant messages, contact center recordings, and conference calls, with easy-to-access archiving. These records help protect them and allow them to improve processes and customer service.
Easy onboarding to your network: A UC system can be cloud-based, hosted on-site, or a combination of both. This offers greater flexibility to manage the system, keep costs low, and free up the IT department. The system adapts to your network, according to your needs, without interruptions and safely.
In conclusion, communications are at the heart of every operation. These allow your employees to work closely together, improve customer service and optimize all work processes. UCs reduce communication barriers and offer features that make any organization more efficient and future-proof.
Text written by Héctor Sánchez, Vice President of Sales for BroadSoft in Latin America
