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Unified Communications Murkiness - Dialogic - ContactCenterWorld.com Blog

Unified Communications Murkiness

Everyone is talking about UC these days.  But what is it?  And why hasn’t everyone deployed it yet?

First of all, UC is a murky topic.  Unified Communications at it’s most basic level is voice, email and presence/IM capability in an application.   And some companies are very particular about saying they have UC apps because they have the basic ones.  But UC can also mean voice conferencing, video conferencing, text messaging, collaboration / document sharing, and fax.   And this contributes to different price points and target market fit. 

 By the way, fax is not normally identified with UC, but in my mind it is critical for UC.  Fax continues to be integrated into health care and legal verticals, so fax will be important for UC in those environments.

Enterprises like to utilize UC because it can save employees time.  For instance, I hardly ever use voice mail anymore.  I can see if someone I want to talk to is online/available, and then if so, make the call.  Saves both of us time.   And I schedule internal conference calls using our UC system.  And during these conference calls, we can share documents on screen.  And I can do this when at work, at home, or on trip from a hotel room seamlessly.  All in all, compared to 10 years ago, I can safely say that UC has certainly enhanced Dialogic’s work environment, and hopefully made us more productive. 

However, like most enterprises, this has been a journey for us.  We didn’t just move to UC overnight.  The main driver for us many years ago was our main PBX going end-of-service.  It made economic sense for us to move to a new IP-based system.  And so we did it in stages. 

And this is precisely the reason many enterprises have not yet moved to a UC system.  The current environment is there, is paid for, and it works.  So like last week’s blog on gateways and SIP trunking and existing environments, a migration will continue for a long time.  While most of us think the move to IP in the enterprise is over because we live in that world every day, in reality, there is quite a long way to go before this PSTN to IP migration is over.  And so there will continue to be opportunities for various forms of Unified Communications in the enterprise.

Next week, I will explore cloud based UC, or Unified Communications as a Service.

Source: http://blog.dialogic.com/blog/unified-communications-murkiness

Publish Date: June 27, 2017 5:00 AM


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Call Center Studio

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
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Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

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Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

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PH: 1+480-435-9390

8.) 
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VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
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PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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