Four ways unified communications can improve productivity Part II
In our last blog we suggested that unified communications has value to an organization’s efforts to increase productivity. It can facilitate smoother, more efficient collaboration in a 24/7 workspace.
Unified communications can
Improve the functionality of our 24/7 workplace – The reality of 24/7 availability has been around for a while, and learning to place constraints on that is for another e-guide. However, unified communications can play a role on the 24/7 expectation problem. For one thing, with a single portal to an individual’s multiple communication channels, an employee can more easily communicate across those channels that they are not available and therefore limit expectations for an immediate or timely response when that is not possible. Also, with a unified portal, responding to different channels in off times can be easier and therefore less time-intrusive.
Improve client satisfaction – Nothing is more irritating as a customer than needing support and finding support elusive. Waiting for call-backs with no answer, or worse, re-telling your story over and over until you finally reach the right resource? Unified communications can go a long way in mitigating these frustrations. Unified communications is being heavily introduced into contact centers, where customers can use multiple integrated channels to discuss issues, questions, or problems.
Look to a managed service provider for ways that you can begin to introduce unified communications into your organization.
Four ways unified communications can improve productivity Part I
Today’s blog will give a quick definition of unified communications and then explain reasons why this concept can lead to improved productivity in the workplace. So what is unified communications? First of all, it is more of a broad concept than any specific, concrete product or service that comes in a box. There are many different vendors that offer some form of unified communications technology and there are many flavors of it. In general, however, unified communications can be understood as the effort to unify the communications channels that we use singularly and/or in parallel and pull them together. For example, a unified communication system might create a unified mailbox whereby a user could access email, v-mail, voice, text and video using only one number. It works to eliminate the parallel structure of our communications channels. Unified communications may also be applied to begin to integrate our social media, where we normally have to maintain different accounts for Facebook, Twitter, LinkedIn and Instagram.
So why is this useful? Let’s look first at productivity.
Businesses are becoming more virtual; Real estate, whether owned or leased, is not free. Increasingly, firms are fostering more full-time work-from-home initiatives. As a result, collaboration has to rely heavily on technological communication channels. In a cyclical pattern, as these technology channels improve and expand, our capacity to eliminate the constraints of physical workplace locations. Virtual offices can be more successful with integration.
Improve the usefulness of our communication channels – Just as five separate trips to the restaurant wasted time and energy, not using integrated collaboration and communication channels is inefficient and limits our capacity to effectively communicate together. This lack of integration hinders productivity. Multiple channels lacking integration can be clumsy, and at the very least, not optimized for efficiency.
In our next blog we will continue the discussion of how unified communications can help improve productivity in additional ways.
So, what is this “Unified Communications” thing, anyhow?
Have you heard the term unified communications tossed around lately? It seems to be used a lot in IT, telecomm, and work collaboration circles. Unified communications is a newer concept that refers to a conceptual platform where multiple communications channels can join together to increase productivity and facilitate collaboration. Here’s one way to look at it. Imagine that you only own one car. And imagine it is a sporty two seater. And then imagine you decide to invite five of your friends, none of whom are able to drive, out to dinner. This means you would have to pick each one up separately and drive him or her to the restaurant. And of course, one of them lives down an old rough farm road, so you have to drive very slowly so you don’t damage the underside of your expensive little two seater.
This scenario is pretty similar to the way we handle business communications today. We aren’t able to just throw everyone together in a great big van and go out and have fun. Think about all of the possible ways we communicate and collaborate in the workplace. We use email, vmail, the office phone, our mobile phone for voice, our mobile phone, a chat app, and perhaps an occasional fax thrown in for good measure. Not to mention, the workplace isn’t always a specific physical location because a virtual office can exist anywhere. Slowly but surely over the past few decades the tools we use to communicate have multiplied and the locations available to “conduct” business have reached an infinite number. So, instead of driving everyone individually out to dinner, it is time we considered buying a nice big van. And that is the idea behind the concept of unified communications. It is time to look at all of our communications channels and begin exploring how we can combine them to save time and energy, and become more efficient. And perhaps as a bonus, improve the quality of our collaboration and outcomes.