June 07, 2013
Webinar - Why Unified Communications Needs a Closer Look
By Susan J. Campbell, TMCnet Contributing Editor
The talk surrounding Unified Communications (News - Alert) (UC) tends to center on a number of jargon words, phrases that may not mean anything to the typical user. For the IT manager within a mid-sized company, the thought of sending faxes across the IP line may sound like a great way to streamline the process. For the office worker, it means a change to the way he or she has done business for years. The reactions can vary.
In moving forward, however, companies have to examine the value associated with streamlining communications. If a fax coming in on the IP line could be instantly connected to the client’s account without extra effort on behalf of the recipient, not only would time be saved in the transition, but it would also never be wasted when that information needs to be found at a later time.
Of course no innovation can deliver on the promised value if it doesn’t work with the systems that are already in place. It’s vital that the next phone system installed also work well with the Customer Relationship Management (CRM) solution. It’s also important that the call center implement a software solution that integrates well with the performance measurement tools and the auto dialer.
At the same time, companies are also embracing mobility as a key strategy to support its workforce. Employees increasingly need to stay connected on the go, either because they need to be in the field with the client or they simply work from a remote location. Regardless of the reason, these individuals need access to the same capabilities through their mobile devices that they have become accustomed to in their work environment.
When all of these features and capabilities are available on the mobile device, it streamlines the operation and takes full advantage of the concept behind UC. It can also lower the cost of staying connected and allow for optimal monitoring when the right tools are put in place.
If yours is a Microsoft (News - Alert) environment, you have extensive opportunities to integrate your platforms whether in-house or through mobile capabilities with Microsoft Lync. The challenge is always found in learning the best way to adopt the technology and making it work for your environment.
TMCnet is offering strategic insight through a free webinar, “How to Integrate Lync-based UC into Your Business,” scheduled for Thursday, June 13, 2013, at 12 p.m. ET/ 9 a.m. PT. If integration is key to your success, this is one event you won’t want to miss.
Edited by Alisen Downey