Imagine a customer calling for detailed, technical information about your services and products. These calls could be cumbersome for customer service employees who don’t contain the technical knowledge about a specific service or product. Now imagine those same customer support employees having a comprehensive menu on their computer screens describing the exact technical knowledge about that specific product or service, as well as other detailed information the inquiring client can use to make the best decision right away.

In the world of UC (Unified Communications), technical customer service telephone calls are handled and processed much differently than they were just a decade ago.

Transitioning to a UC system boosts communications both internally and externally by arming staff with better technology tools that add value to the entire communication process. This short article contains helpful know-how and insights to work with you in the transition to a unified communications platform.

UC is essentially a unified platform for communications in every its forms. Potentially, this can include land-lines and cellular phones, e-mail, instantaneous messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, movie conferencing, whiteboard and unified messaging. Your employees could have presence inside your business communications – if they are physically at work or not.

The concept of presence is easy to comprehend within instant messaging where a “buddy status” is available at a glance. UC takes this a move more by grouping these “buddies” jointly by specialized abilities and attaching them to certain knowledge areas. All of this would be available at a glance.

UC permits real-time delivery of most these forms of communication inside a single environment that customers can access inside a simple interface. For example, customer service staff could have a listing of employees knowledgeable about a product, along with the best method for immediately contacting see your face who has the correct answers about the details of the product.

By clicking on a contact icon, a contact can be made, or perhaps a page or a whiteboard session accessed to bridge key info on the merchandise, customer and employee contacts concurrently. If your business doesn’t curently have it, Unified Messaging (UM) can provide communications integration, albeit on a smaller scale than UC.

Unified Messaging is with the capacity of grouping together communications from various sources, such as for example e-mail, faxes and voice mail, but does not allow (in every instances) real-time shipping and delivery. Unified Messaging techniques store these multi-system communications for the user to access information at his / her discretion.

Still, presently, UM does provide improved connection synchronization to an extent that has been not available just a decade ago. It is important to understand that while UM possesses efficiencies by grouping communications jointly; it is not a similar thing as UC. Oftentimes, these words are interchanged and interpreted to have the same meaning.

Again, they are not similar. Tying communications together with each other in a UC platform might have a tremendous positive effect on productivity at your organization. Businesses with offices across the globe have an excellent possibility to synchronize communications because they occur around the clock instantly. Additional functionality allows phone calls to be routed according to preset rules.

For example, if a worker is doing work at a remote location outside the office, the UC system can route a call with their cell phone and a voice message into their voice mail. In the centre of UC is the Voice-over Internet Protocol (VoIP) engineering that allows analog mobile conversations to be transmitted on the internet. UC basically expands that functionality by allowing additional communications through exactly the same protocol. Transitioning to UC doesn’t have to be an overwhelming method.

First, think about what usable technology your business previously has and how those assets could be integrated into the brand new platform. Consider what communications already are transmitted utilizing the Internet Protocol (IP). It could be that your business is only a few steps away from integrating these right into a truly unified format that considerably increases productivity.

Another good thing about introducing UC to your business is enhanced security within your company’s communications that was never found before. Without UC, communications arise over multiple data formats using numerous protocols, and you may not need control over certain data. Integrating these data types using UC gives your company the opportunity to better manage the entire communications process.

Agentie de Comunicare The necessary equipment for creating a UC infrastructure includes various applications and hardware gear. The Microsoft version of the UC solution is built around the Microsoft Office Communications Server 2007 and the Microsoft Business office Communicator 2007 for the interface. Microsoft, needless to say, is geared toward the software UC solution. Its server computer software was created to be deployed on a separate communications server.

Cisco, the IT hardware gear manufacturer most widely known for its routers and switches and its reputation because the “backbone of the Internet,” also offers software UC solutions, combined with the necessary hardware products. Cisco is more well known as a hardware company; thus naturally, the company’s UC solution is extra hardware-based.

The two big players in the world of IT have developed UC solutions. Which one is best for you is often a function of your specific requirements and your company’s monetary resources to support and maintain the technology. Remember that there are tailored solutions available from both Microsoft and Cisco tailored for the size of your business.

Microsoft’s Office Communications Server 2007 comes in two editions: Standard and Enterprise. The Standard Edition is supposed for SMBs which have one server platform using one machine. Together with the accompanying Standard Client Access License (CAL) it allows for messaging, peer-to-peer video and tone of voice, and file transfers all that occurs within an integrated and familiar Microsoft Office environment.