Not too long ago, unified communications (UC) was typically associated with large enterprises. But more recently small- and medium-sized organizations – of all types – are using UC technology to take advantage of its many features and competitive costs. It is particularly useful for those businesses, large and small, looking to open a satellite or remote office.
“Before transitioning to a satellite office, it's important to determine the level of communication, supervision and reporting your company needs,” according to an article by Joey Stone, general manager of Teleco, a telecom service provider.
Writing for Wilmington Biz Insights, Stone recommends a UC communication system at a remote office that will give the identical level of communications as found at the main location.
“This means there should be no reduction in the quality of customer service,” he explained, adding that the right systems and the right procedures are needed to meet the needs of all locations.
It is of interest how Teleco has partnered with Star2Star Communications (News - Alert) on communications tech, such as Voice over Internet Protocol.
Stone explains that flexibility is offered by the two companies at satellite locations. That means employees at these remote offices, those who work from home, or those who are traveling for sales all use the same phone system.
This is really important given workplace trends. Forrester (News - Alert) Research predicts 63 million employees – or 43 percent of the U.S. workforce – will work from home by 2016.
To meet the needs of these workers, and those in remote offices, another option is find me/follow me call forwarding. Call routing should be able to be changed by employees easily. Conference calling should let employees attend meetings from their desks, or let mobile users attend, as well as employees who are working from home.
And the companies provide a web-based configuration manager, which allows for automated attendants and call distribution so callers get to the right person without involving an operator.
As companies consider opening more satellite locations, UC technology, just like computing technology, needs to be addressed. There should be a commitment to make sure employees, customers and others get the right level of UC service.
Edited by Alisen Downey