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What is Unified Communications? - pascom - ContactCenterWorld.com Blog

What is Unified Communications?

What is Unified Communications?

Telephone, Internet, Video Chats, Instant Messaging … modern Business Communication is now a multi-channel experience - involving various endpoints from numerous vendors all with different platforms. Today’s workplace is global, with work being done anywhere with internet access and businesses need to be able to adapt. That means, coping with our increasingly mobile world where work is no longer confined to the office, but done from home and when offsite or travelling. To be successful businesses must look beyond just voice communication and more to the point find a way to combine all their communications channels into a single platform, i.e. Unified Communications (UC).

Modern UC solutions provide businesses with a communications hub that combines a plethora of communications tools; voice, fax, video, presence technology, messaging (chat / instant messaging), file transfers, external data sources and audio conferencing / virtual meeting rooms. Furthermore, UC solutions not only deliver the tools, but also support businesses regain control over there IT infrastructure. Managing and configuring multiple endpoint vendors and incorporating BYOD / CYOD mobile device strategies can be a massive headache for IT administrators, making endpoint management an essential component of any Unified Communications solutions.

Proprietary Solutions Just For Large Enterprise?

For many small businesses, the concept UC solutions belongs to the world of Larger Enterprise or may seem over the top or simply too expensive. They may sit there thinking, we are too small, we do not need to streamline our business communication and so on. While this may once have been the case, it no longer is. Businesses need to adapt to the demands of their customers in order to thrive, otherwise they risk falling by the wayside.

But its not all doom and gloom - the emergence of the software based phone system (IP PBX) has opened up the world of Unified Communications beyond the realm of large enterprise. As a result, telephony software solutions are becoming increasingly more attractive. For many businesses, particularly SMEs, such solutions have become a valuable cost saving resource and provide excellent scalability along with numerous other business benefits.

Further to this, the trend towards Software as a Service (SaaS) solutions such as a hosted PBX solution has further reduced the barriers for small businesses. In the case of Unified Communications as a Service (UCaaS), small businesses no longer need to burden themselves with unnecessary capital expenditure, but can rather benefit from spreading the costs on a monthly / quarterly or annual basis.

Unified Communication Features

The Unified Communications landscape consists of a number of technologies and endpoints all integrated into a centralised communications hub to enable more effective communication and collaboration. Through deploying and utilising UC tools, it is worth noting that traditional communication lines will become blurred, with communication now taking place over the user’s preferred medium.

Delving under the hood, you’ll find that top of the range UC solutions provide companies with a diverse selection of features encompassing (but not limited to):

  • Voice
  • Video
  • Chat / Instant Messaging
  • Presence technology
  • Team collaboration tools
  • File Transfers
  • IP Endpoints, i.e. desktop VoIP phones, CTI apps, mobile apps and softphones
  • Audio Conferencing / Virtual Meeting Rooms
  • Directory Services, i.e. CRM, Address book integration etc

The list could go on and not every vendor is equal. Some phone system vendors offer UC tools or mobile UC tools via 3rd party applications. Others charge extra for UC add-ons and some UC solutions are just that - UC apps that deliver collaboration tools such as chat but do not incorporate phone system functions such as Queues.

Summary

Unified Communications describes streamlining and optimising business communication processes to promote internal collaborate and support businesses in creating excellent customer experiences.

By choosing a UC phone system vendor such as pascom, business owners and IT admins can rest assured that not only is every single featured included in the price, so to is the ongoing maintenance and vendor support, ensuring that the UC services remain up-to-date and that technical assistance is readily available should any be required.

Source: http://blog.pascom.net/voip-guys/what-is-unified-communications/

Publish Date: September 29, 2017 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 



View more from pascom

Recent Blog Posts:
Nexbridge UK SIP Provider pascom InteroperabilityOctober 17, 2017 5:00 AM
What is Unified Communications?September 29, 2017 5:00 AM
pascom 16 Focuses on UCC UXSeptember 26, 2017 5:00 AM
Summer Special: Cloud PBX BundleJuly 17, 2017 5:00 AM
pascom Boosts UC Offering with UK Hosted PBXMay 8, 2017 5:00 AM
pascom Launches UK Hosted PBXMay 5, 2017 5:00 AM
pascom Launch Hosted mobydick Telephony ServiceOctober 4, 2016 5:00 AM
mobydick 7.13 ReleaseSeptember 12, 2016 5:00 AM
Asterisk Tutorial 58 – Asterisk AMI Originate DialJuly 27, 2016 5:00 AM
Asterisk Tutorial 57 – Asterisk AMI Connect & AuthenticateJuly 20, 2016 5:00 AM

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