UC Solution Incorporates IVR System at Low TCO
July 29, 2011
By Susan J. Campbell
, TMCnet Contributing Editor
The buzz throughout the telecommunications space has long been centered on Unified Communications (News - Alert). Interestingly, true Unified Communications (UC) solutions are rarely implemented in small- to medium-sized businesses (SMBs), yet businesses in this sector can benefit the most from such implementations. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
This recent TMCnet Library white paper, The Benefits of Unified Communications in Small and Medium Businesses, explores the potential that is available in UC solutions for the SMB and the key elements that every company should be able to exploit. Benefits delivered with a robust UC platform include integration between e-mail, fax, text and voice messaging; faster and more informed decision-making; and lower IT and telecommunications costs overall.
A robust IVR system can also be integrated into a UC platform to ensure affordable and manageable solutions that will deliver greater efficiency for organizations operating in the SMB sector. UC solutions have taken far longer than expected to become a practical reality. One of the key challenges to widespread adoption has been the cost associated with integrated technologies, including the proven IVR system.
The key elements to any UC system include an IP-PBX (News - Alert), teleconferencing, Web conferencing and collaboration, e-mail, voicemail, real-time communications, calendars and a telephone user interface. When deployed, UC is generally provided either through integration between multiple network devices or through a single, multimedia platform to perform most – if not all – of the various UC elements.
Given the higher cost of integration, there has to be a specific value proposition to encourage companies to implement UC solutions or an IVR system. Any company making use of telephony, e-mail or real-time communications will enjoy significant benefits from the UC infrastructure. The primary benefits that can be immediately realized are cost reduction and an improved performance. Overall, UC offers the organization a more efficient user experience.
To leverage that efficiency, a number of companies are implementing a robust IVR system that can help to streamline communications and deliver the instantaneous response and information sharing customers demand. Interact has developed a comprehensive and cost-effective communications solution with the power and flexibility to meet those demands. The solution, known as Listen, is a fully-automated, full-duplex conferencing, IP-PBX and messaging system that is designed to enhance digital technology.
Listen can function as an IVR system, requiring no operator intervention and offering an open interface and easy integration. It is positioned as the perfect foundation to support true UC solutions. With all the features of high-end, proprietary systems at a much lower Total Cost of Ownership, Listen offers the pure software telephony application that can also scale according to company growth.
With the innovative architecture, flexibility, customization and deployment found standard in Interact’s solutions, Listen will satisfy the unique needs within the SMB to deploy an IVR system and UC platform to meet the needs of the customer base.
Edited by Juliana Kenny