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Why contextual communications could be the next step for UC - TEO Technologies - Blog

Why contextual communications could be the next step for UC

Communications solutions have changed a lot over the years. Business-facing software is evolving to be more user friendly, but is also adding in complexity as users seek more connection options. Intricacies often mean that employees are spending more time using these tools, without actually communicating effectively.

Getting the message across and providing information related to specific interactions is important to collaborating effectively and delivering quality customer service. However, many unified communications setups are becoming too complicated to fulfill these objectives effectively and bring expected benefits. Contextual communications could be just the thing to revitalize UC and serve as the next step for business connectivity and collaboration opportunities.

Integrated and immediate solutions

The biggest issue with current UC systems is that they might not integrate well with your other essential business assets. Stand-alone UC might have once been capable of serving company needs, but it's becoming increasingly necessary to ensure interoperability between UC, customer relationship management and social solutions, among others. These systems must be more immediate and integrated into the way customers and employees are working, resembling how we interact with mobile devices in our personal lives, Wired contributor Paul Pluschkell wrote.

Communications must be immediate and integrated.

Contextual communications aims to achieve these goals by collaborating in real time while accessing critical resources for information. For example, an employee could initiate a video conference between customers and other business entities while using CRM software to solve problems and understand the background of the situation. Customers and staff can more easily leverage a variety of tools to communicate in real time and access the necessary data to guide decisions.

"The real time enterprise of the future will be able to communicate with its employees and customers in context — at the right time, with the right people, in the right application," Pluschkell wrote. "This is the future of enterprise communications."

Better productivity and efficiency

As with UC, contextual communications promises major improvements to overall operations, particularly boosting productivity and efficiency. Siloed apps and solutions can no longer support changing business and consumer needs. Universal interoperability could have the meaningful impact of real-time communications and ensure that it's easier to resume tasks, even after being interrupted.
ITProPortal contributor Rob Pickering noted that enabling rich interactions where we can communicate seamlessly with each other and the application is vital to the evolution of collaboration capabilities.

Using a common set of protocols, contextual communications promises that sharing can happen from a number of different platforms without needing plugins. Delivering quality designed interactions to meet user needs on whatever device they choose will become a valuable commodity. Adding a video or screen share option will create a more effective support environment and boost collaboration potential. This will ensure that employees can be more productive in their activities and be more effective in their positions.

"Use IoT and contextual communications to share information in easy, digestible ways."

Alignment with emerging trends

Contextual communications also reinforces the emergence of connected objects within the Internet of Things, as these devices can contribute a significant amount of information. No Jitter contributor Perry Price noted that IoT provides immediate access to data and can be used to improve business outcomes, notably within communications. Health care, in particular, can benefit from this shift as doctors can use IoT and contextual communications to share information in easy, digestible ways. The union of these solutions ensure that data is quickly analyzed and shared across all approved devices to improve care coordination and better monitor patient outcomes. Increased communication also empowers patients to be more engaged in their treatment and stay healthy.

"At its core, unified communications is a set of collaboration tools that communicate over a shared network to make real-time information sharing across multiple devices and media types between people easier," Price wrote. "When it comes to the vast amount of data being produced by IoT devices, how that data is carried and in what ways the information is being relayed matters."

UC by itself has brought a number of critical business benefits. As communication needs continue to shift, it will be important for UC to adopt contextual communications capabilities and achieve interoperability with other critical company assets. To find out more about how UC is continuing to advance, contact Teo Technologies today.


Publish Date: July 13, 2017 5:00 AM

2020 Buyers Guide Computer Telephony Integration

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.
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ComSys S.A.

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CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
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IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
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CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

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