Communications often weakest link at a call center

    A company is only as strong as its weakest link, which is often its communications systems. If employees are not able to collaborate easily, regardless of location, the business will suffer. According to ZDNet, unified communications can provide the necessary tools to not only increase productivity, but allow professionals to carry on real-time conversations without being face-to-face.

    Cloud-based communications solutions not only provide a solution to this need, but also make it more flexible and global. Businesses around the world are able to implement unified communications for their contact center needs. TransitLink, the government-owned public transportation payment services company in Singapore, adopted UC in 2005 in order to move their call center in-house, and has seen 20 to 30 percent cost savings, as well as a 16 percent reduction in dropped calls.

    Other businesses in the U.S., Middle East and U.K. have adapted unified communications systems for their personal needs as well. The Al Yah Satellite Communications Company recently announced that it will be launching a new service to solve the need for cloud, voice, video and data solutions in Africa and the Middle East, according to TelecomPaper. As cloud-based systems spread, the need to implement them will grow exponentially as well in order to keep up with the global trend.

    In addition to productivity, UC provides a number of other benefits, especially when cloud-based. Telework opportunities and cost-savings are unparalleled, and hosted VoIP can improve overall flexibility of a communications infrastructure. However, in order to maximize the potential of these solutions, a company must be able to embrace them 100 percent.

    One way to do this is to invest in a hosted phone system. VoIP provides a plethora or improved services beyond traditional telephone systems, and is known for high quality and low cost. The flexibility of VoIP, in addition to improving productivity, also allows for other trends currently sweeping businesses, such as bring-your-own-device (BYOD), which is growing in popularity with younger professionals currently entering the workforce. VoIP systems can easily incorporate personal devices, including smartphones, and help save money for both employee and employer. The business will be able to invest less in physical phones, and the employee can utilize over-the-top VoIP in order to save on their own wireless plan.

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