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UCaaS

What Unified Communications Tools do you Need?

January 20, 2018

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CallTower Unified CommunicationsThe Unified Communications (UC)  market offers a variety of solutions that enhance collaboration across business.

Unified Communications as a service (UCaaS) adoption has dramatically increased within the past 5-years, and the market doesn't look like it is slowing down. Wainhouse Research is predicting additional growth trends, indicating that the UC Market is expected to grow $28 billion by 2020. 

The booming UCaaS marketplace continues to expand and leading industry solutions, like Microsoft and Cisco, are enhancing UC solution features and functionality at an astounding pace.  Choosing the right UC tools is not a simple process.

Components of Unified Communications

It is highly important that you break down all the features, functions, and components your business will require from its UC solution to determine what your business needs in order to succeed. Here are some of the main components: Mobility, Instant messaging, Unified messaging, Contact center and Conferencing

Mobility

Mobility enables you work virtually anywhere, anytime, across your devices, providing you with the access to your data files, your video files, images, etc. Mobility also means you will be able to share your files and edit them when you need to do so; you can perform all of these tasks from your smartphone or another device. 

Messaging

Unified Communications(UC) combines email, fax, voicemail, etc. into one convenient service. The features and details of the combination will vary by solution provider and the details will be based on what is being used.  

Conferencing

Another essential feature of Unified Communications(UC) is conferencing. One of the great things about conferences is that you will have various methods of conferencing to choose. You can have web conferencing, audio conferencing, video conferencing, etc. When you use collaboration tools like conferencing, all participants will be able to share documents, presentations, and other data. 

Contact Centers

If your business operates a contact center, Unified Communications(UC) will be able to improve essentially all areas of your operations. Contact centers allow your contact center staff to be in various locations across the world. Contact centers also allow your contact center agents to address the questions and concerns of your customers, and these concerns can be addressed through a variety of mediums. 

In order for your staff to provide the best support for your customers, there are some features that your cloud contact center should be equipped with:

  • The integration of customer data
  • Call recording
  • Monitoring
  • Call routing
  • Analytics

Unified Communications systems offer a variety of benefits over your traditional telecommunications system, including improving the agility and productivity of your company. Before you choose the vendor for your Unified Communications services, we suggest that you research all the top UC vendors before you make your final decision. Once you have researched the top UC vendors and benefits, you will be able to make a more informed decision. 

Unified Communications vendors will typically offer a variety of services and features. It is critical that you choose the UC vendor that offers the services that fit your needs. If you find a service you do not need, you should not hesitate to ask the vendor if that service can be excluded. There should be no issues customizing your own UC package. Once you find the services you need, you should find the vendor that will be willing to help you get only the services and features you need.

Ready to learn more about Unified Communications?  

 

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