Couldn’t make it to our last event Using Cloud Communications to Lead Business Transformation? Catch up on what you missed by watching the recap video. Tune in as Principal of ARG, Mike Shonholz, and ARG’s Director of Consulting Services, Meredith Vines, walk you through the top 7 benefits of UCaaS.
Unified Communications as a Service, most commonly referred to as “UCaaS“, is a cloud-based service that combines multiple channels of communication (voice, text, chat, email, etc.) into a single solution. Furthermore, UCaaS enables end users to effectively communicate and collaborate both internally and externally. Running 200 meetings with IT leaders every year has given ARG extensive insight on 7 benefits of UCaaS that we see clients adopting most often to lead business transformation.
Top 7 Benefits of UCaaS
Everyone needs Contact Center
This enterprise-grade technology is now available to everyone and we think you’re missing the boat if you don’t consider leveraging it for the people at your company who interact the most with your incoming calls and emails. Think about your clients or members and partners and how they prefer to communicate. Contact center allows for efficient management of inbound calls, webchats, emails, SMS texts and can even pull in social channels. It can then route the contact by skill, so the best resource is handling every interaction.
Communicate instantly from any device, anywhere
Your attorneys, salespeople, advocates, and other road warriors already communicate outside the office on a myriad of devices. Allow them to do so with the functionality and appearance that they are in the office. No need to give out cell phones or home numbers. Commute time becomes productive. Calls, voicemails, chats, and texts find you, no matter where you are, and you can transfer calls from your cell phone to someone in the office easily.
Integrate for improved efficiency
Your operating systems are core to your business. Tying them to your communication platform is a game-changer. Five years ago, integrating these systems was a monumental effort, expensive and required expertise. Today, this is an out-of-the-box plugin. Automatically log calls for your attorneys to make billing easier. Provide a screen pop with relevant info when your customer/members call. The client experience, productivity, and adoption gains will elevate you to Rockstar status with your executive team.
Unify remote workers
You don’t have to be in the same office to feel like you’re in the same office. You don’t even have to be in the same time zone. Presence and chat functionality allows users to see at a glance whether a co-worker is available to talk. Chat allows you to connect and quickly resolve a question or set up a time to discuss in depth.
Get rid of the hard set
Users are increasingly questioning the necessity of a desk phone. Millennials often don’t see a purpose and prefer to use their cell phone or softphone. Provide your users with options to improve their experience and minimize waste, cost, and support.
Integrate with Microsoft
Microsoft is following an aggressive roadmap to migrate from Skype for Business to Teams. While new functionality is being added every quarter, they still have a bit of work to do from the aspect of PBX functionality. You can realize your Teams strategy by integrating UCaaS and working with a partner to help you with the transition while compensating for the current weaknesses. This ensures a great user experience and maximum adoption. If you aren’t looking at Teams, the same functionality is available on other platforms and we can help you identify the one that is right for you.
Sales, Marketing, and Client Services Get Advanced Analytics Through BI and Visualization
Remember when we talked about pulling all the channels into a single queue with a call center? Imagine the power of seeing the reporting on one of those touchpoints. In addition to activity levels, you can even report on call types and disposition by leveraging an IVR. Many clients use BI to evaluate staffing hours for calls and establish handling routines. It almost always helps to deliver reporting to leadership showing them how their team is communicating internally and externally that they can leverage to make business decisions.
For almost 30 years, ARG has helped over 4,000 clients make the right technology choices for their business. Our process incorporates provider vetting and performance data, stakeholder input, business drivers, and cost analysis. That attention to detail and expertise results in our clients making the right choice from thousands of options.
Our implementation team has installed over 35,000 seats of UCaaS across dozens of providers. They know the potential roadblocks and have the expertise to navigate them successfully to ensure that the services work as they should when they should.
Finally, ARG’s 24 x 7 x 365 US-based Client Experience team is always there to answer any questions and field any issues that might arise. All at no cost.