Unified communications (UC) have revolutionized the way individuals and businesses can communicate with customers, and colleagues. The primary contributor to this revolution is the move to a mobile environment. Via an assortment of UC applications, users are able to communicate with one another in real-time from any device. As a result, this has transformed the PC desktop experience. From click-to-call functions to worker GPS tracking, you can maintain a bird’s eye view of your entire organization from the comfort of your PC, both at home and in the office. Here’s a closer look at how UC applications are enhancing the desktop experience.
Instant messaging applications come in many forms, many of which can be integrated with your CRM software, making it even simpler to stay in touch with customers and business employees from all around the world. Gone are the days of workers having to open a web browser, log into their email and hit the reply button to respond to a message. With UC instant messaging applications, all a desktop user has to do is look at his desktop to determine if a message has come through, and when your last message was read. If it has, a quick reply can be made and sent in only a few seconds.
Real-time video conference meetings make it simple to share media and files, which enhances the collaboration efforts your workers put forth. From the comfort of their own home’s, meetings with colleagues and clients from around the world are possible via UC applications. Proposals become a cinch to give, and because there is a reduced need to travel for all attendees to meet, this lowers travel expenses. Desktop features for UC video applications tend to include record and play back, greeting uploads, instant sharing and video-in-queue tools.
In year’s past, call management took place via a hard-to-navigate desktop interface. Nowadays, though, thanks to advanced UC applications, call management can take place even when your customer service representatives are handling other tasks, such as inputting valuable customer data. The entire communications system that your company operates on can be integrated into a single platform. Whether your reps are chatting with customers through online instant messaging or on the phone, all relevant information is accessible for viewing. Because of this, call management is greatly simplified on the desktop and reps can quickly check notes from the last communications your company has had with each caller.
As stated above, instant and quick messaging can take place on desktop computers thanks to UC applications. Another notable tool that can be added on the desktop is a plugin which allows users to send messages to other desktops. This means that regardless of who is working on the front desk PC, messages will be delivered. This smoothens the communication process for organizations that have several people working on the same desktops.
Intuitive and Personalized
If you’ve used a computer featuring Windows 8, then you’ve more than likely seen the application desktop mode. UC applications can be downloaded to appear on both the traditional and application desktop modes. While some of us still prefer to work from the regular desktop mode, there’s no denying that the application mode is both intuitive and extremely personalized. Best of all, desktop modes can easily be accessed from mobile devices, meaning your workers’ desktop PCs can literally be in their hands at all times.
There’s no longer a need to have a house phone, or even an actual office phone. With smartphones and multimedia softphones available, all voice communications can easily be integrated into your desktop. Even better is that softphones, as well as many smartphones, come with the ability to video conference, share applications, transfer files, and capture pertinent data.
Automatic Call Distribution
UC applications have also changed the desktop experience because they enable your agents to monitor queue statistics. They can give customers and clients realistic wait times and answer calls that have top priority, such as a customer calling in to report that a technician never showed up to make a repair. You would want to remedy this situation as quickly as possible, and with automatic call distribution, your agents have optimal call distribution capabilities to ensure timely support.
The Importance of Providing a Unified Communications Environment for Your Workers
The younger workforce that is now making its way into the real work world was raised on digital devices. And if you think that some of them were sheltered from smartphones and mobility, think again. Mobile phones are more accessible than toilets! This makes it all the more important that you provide your workers with a UC environment. After all, your new workers will likely be your most valuable assets both now and in the near future. These workers don’t just know how to network, they live and breathe it, communicating with people from all over the world. They can help you establish profitable relationships with new customers and business partners. The overall goal of using UC applications is to deliver your products and services in a way that streamlines the buying, paying and delivery processes. In doing this, you show customers and workers that you are more concerned about their convenience than yours, and this ultimately creates both customer and employee loyalty.