Unified communications represent key technological assets, and most businesses have had some sort of communications system in place for years. However, while systems like email, VoIP, video conferencing and messaging were previously siloed in many business settings, it wasn't until a few years ago that these powerful platforms came together under a single UC solution.
Even if your organization has only had UC in place for a short time, now is a golden opportunity to consider an upgrade - and business leaders may be surprised at how much this type of investment could pay off for their company.
The days of siloed corporate communications are long gone. Now, employee users often look to leverage several communication solutions simultaneously - for instance, workers on a conference call may message each other during the conversation, or share documents as the call is happening to bring another level to their collaboration.
In this environment, businesses across numerous sectors are seeking more complete and robust UC solutions, and the market growth demonstrates the criticality of these technological tools. According to a 2018 report from Global Market Insights, the unified communications and collaboration market is on track to grow considerably through 2024, surpassing a value of $57 billion. IT, telecom and cloud tools will maintain the majority market shares, especially as more companies seek to invest in these areas.
"The unified communications and collaboration market is on track to grow considerably through 2024, surpassing a value of $57 billion."
In some enterprise settings, financial resources may be scarce, and executives must make important decisions about how to best utilize available capital. Because the company already has UC technology in place, this is typically an area that is overlooked. However, legacy systems that don't support the proper collaboration and productivity could represent the Achilles' heel of the business.
Older systems that don't make the best use of the cloud, or enable employees to seamlessly share and collaborate with one another across multiple platforms can prevent workers from achieving optimal productivity. In fact, having to switch between disparate systems could be creating daily hangups for staff members that don't just frustrate the workforce - they could be costing the company money in terms of customer satisfaction and brand reputation.
"[M]any managers of older unified communications systems are hesitant to invest in new equipment, citing budget as their major concern," NWN contributor Jon Iannotti wrote. "If this sounds familiar, then it's time to analyze the cost of remaining static versus the value of moving the company forward. "
Before business leaders look to rip and replace their existing UC, there are a few important questions to consider:
"[C]ompanies that have implemented bring-your-own-device policies may need to upgrade their UC platform to support BYOD," Goetz wrote. "Certain unified communications platforms do not support all the mobile operating systems, call-forwarding features and mail integration for all major mobile devices."
Once business leaders have decided that it's time to update their UC, there are a few key steps to take to help ensure that the upgrade will go smoothly.
First, it's imperative to work with a knowledgeable vendor with a large service portfolio. In this way, the UC partner can help identify the most pressing updates to make as well as the investments that will provide the best return for the organization.
It's also important to include education in upgrade plans. Holding training sessions with employees will help ensure that they understand the features included in the new solutions and will be in position to leverage them in the most optimal way.
It can also be helpful to create a schedule for the rollout of new systems, particularly if updates will be extensive and include multiple upgraded solutions. This will prevent internal IT staff from becoming overwhelmed while ensuring that any issues that come up can be addressed before the deployment of additional, new communication features.
To find out more about upgrading your UC system, connect with the experts at Teo Technology today.
Publish Date: February 6, 2018 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200
|2.)||Call Center Studio|
Call Center Studio
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.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
|What to know about touchpoints: Improve the customer experience||March 15, 2018 5:00 AM|
|IP phones are key ingredients in VoIP telephony success||March 9, 2018 5:00 AM|
|Call recording: An essential feature in VoIP call centers||March 5, 2018 5:00 AM|
|Is it time to upgrade your UC?: Tips, considerations and best practices||February 6, 2018 5:00 AM|
|4 ways unified communications solutions improve your cybersecurity posture||January 31, 2018 5:00 AM|
|Are chatbots necessary in UC contact centers?||January 30, 2018 5:00 AM|
|3 features to focus on when evaluating unified communications solutions||January 30, 2018 5:00 AM|
|Contact center modernization: The time is now||January 19, 2018 5:00 AM|
|What to know about using instant messaging in an enterprise setting||December 13, 2017 5:00 AM|
|Security Awareness: Top Threats to UC Technology||November 30, 2017 5:00 AM|