Unified Collaboration : The only Constant is Evolution in Communication
Organizations today are feeling an increasing stress from tight operational schedules to competing on lower turnaround time within the industry — all of this while trying to balance a tight IT budget. Even though in the last 20 years we’ve taken huge strides in technology, one thing hasn’t changed — There are still 24 hours in a day. And this is where Unified Collaboration saves the day.
Unified Collaboration is colloquial term given to the unification or seamless integration of business processes with real time and non-real time communications. Real time communication could vary from — Instant Messaging, Telephone, VoIP, Video Conferencing etc. While non-real time communication vary from Email, Fax, Voice mail, SMS etc. Now, Unified Collaboration can easily be mistaken as a single product while in fact it is an amalgamation of a set of products that provides a consistent, unified user interface and user experience across multiple devices and media types.
Impact of Unified Collaboration
Unified Collaborations has become integral to our daily life and communication as it brings about the ability to communicate seamlessly across a wide range of components and devices. Unified Collaborations has also become integral in emergency communication systems as it brings about the ability to communicate life-saving and damage mitigating notifications at once.
But UC’s largest impact has been amongst businesses. Employees can now seamlessly work mobile while coordinating more efficiently with colleagues to improve deliverables in a timely and efficient manner. An employee can take a call from their desk hardline, forward it to their mobile as they walk away from their desk and out of office while continuing to carry forward their discussion without having to disrupt the call. Furthermore, UC systems have enabled to lower costs from traditional telephony by carrying data over public and private secured networks while the unified nature enables simplified billing which in turn helps reduce administration costs and increase efficacies. UC’s brought about a new dimension in reaching out to people. How many times has it happened you were in a meeting while you received a client’s call? With UC you can now have a status update or an automated SMS sent that gives out the indication you would call them back. Mobile employee conversations can begin over an instant message or SMS and end up with a video conference call over mobile devices. Contact Management has been further simplified by UC’s while eradicating the Business Card Rollers.
The key to a successful UC system is where data can be accessible at greater speed without facing any stumbling blocks. Unification of resources also allows for reduction in overlapping work and errors, spurring innovation, speed development cycles and improve service levels. Session initiation protocol (SIP) and clouds have made it simpler to connect applications and controls at a reasonable cost, but there’s also the task of tearing down organizational silos and thinking about how to navigate the shortest distance between connection points.
UC is improving B2C relations
A financial institution with 14 full-service branches, 13 freestanding ATMs, 400 employees and approximately $1.8 billion in assets recognized the need of UC and after conducting an extensive review of existing infrastructure and analyzing the organization’s future needs, the organisation adopted a Unified Collaboration solution. The integrated approach to collaboration and customer contact allows Financial Institution to provide customer service by telephone and direct IM. In addition, because of the integration system adopted — bankers, representatives and others can more easily pinpoint available experts in the organization and route questions or issues to them for quick resolution.
UC has profoundly changed the way organizations interact with its customers while constantly ensuring greater customer satisfaction level. While within organizations UC’s are unleashing greater productivity by effectively weaving together mobility, field offices, teleworkers and customers. It’s making it easier to seamlessly manage tasks and connect data and voice in more natural and useful ways. What’s more, cloud-based tools and solutions are allowing organizations to deploy features and capabilities at the speed of today’s business environment and allow information and knowledge to flow across the enterprise.