How Unified Communication Platforms Boost Business Efficiency

The advent of digital communication tools has changed the ways of communication. The days of using landlines and fax machines for transferring messages are gone. Digital tools like emails, instant messaging, voice mails, and video conferencing have revolutionized businesses.

The management of too many communication tools has been a challenge for businesses. This has led to the emergence of a solution that promised integration. With the help of Unified Communication platforms, the level of care offered to customers and the efficiency of employees has improved significantly. How so? Don’t worry, we’ll cover all that and more in this blog.

What is Unified Communication?

Unified Communication is the combination of telecommunication and information technology. At it’s core, it integrates voice, video, messaging, and collaboration tools. This helps provide businesses with a seamless and unparalleled communication experience.

This type of software also entails the integration of Unified Communication functionality with business information systems. For a better idea, these business information software include CRM and ERP tools, or a tool that functions along those lines.

The Core Components of Unified Communication

The global unified communication market size was valued at a staggering $56.33 in 2018. This growth is expected to expand in the future.

This information makes it evident that businesses are recognizing the value of unified platforms. The top features driving UC investment are shown in the graph. The core components of unified Communications are:

Instant Messaging and Presence Information

Small business outbound calling and messaging helps provide real-time information on the availability of coworkers online and the exchange of private or group messages. Further, presence indicators can also be changed as required to online, busy and away based on the user’s status.

Voice and Video HD Conferencing

This software can make and receive voice calls, and conduct video conferences in high definition. Besides this, it also has screen-sharing and recording capabilities.

It also worth mentioning that virtual meeting rooms can be created ad-hoc or scheduled in advance. A range of features that come along with this typically includes voicemail transferring, call holding, three-way calling, among others.

Voice Mail and Unified Messaging

This allows the users to receive voicemails, faxes, emails, and SMS messages in a single inbox. What makes this software invaluable however is the fact that it can be accessed from anywhere. Messages can be forwarded, returned, or converted into another format on th go.

Case Study: EnergyCo Boosts Productivity with Unified Communications

EnergyCo is a multinational utility company with over 5,000 employees across 30 locations. Over the years, companies have to face issues with the technological environment. Employees had to struggle with overloading emails and constant notifications.

Juggling across multiple apps, and scheduling meetings across time zones was also difficult. After evaluating options, the company adopted a unified communication platform. The rollout focused on three priorities:

Integrating Communication Channels

They integrated their communication channels. For instance, Email, video conferencing, and instant messaging were merged into one platform and implemented as a Microsoft Team WhatsApp Integration.

That was accessible via desktop and mobile apps and helps in connecting field workers relying on WhatsApp for communication.

Enabling Seamless Collaboration

Employees could work together on documents. Seamless collaboration also enabled them to share screens in real-time during video meetings. Virtual workspaces strengthened team coordination.

Providing Mobile Flexibility

Workers could access all UC features and tools regardless of device or location. Geo-presence enabled locating colleagues globally.

EnergyCo saw striking results within a year. The results experienced were:

• 32% increase in productivity
• 41% faster decision making
• 28% higher customer satisfaction scores
• 21% increase in mobile workers.

Unified communication eliminated silos and friction within the organization. The business was not only transformed but workers also felt more productive.

Key Benefits of Unified Communication

The study has proven the benefits of Unified Communication (UC) systems. The following are the key benefits of Unified Communication:

The Direct Impact on Business Efficiency

Frost and Sullivan conducted a study. They found that Unified Communication can give up to a 400% return on investment in the first year. Integrated and unified platforms enable team members to make informed decisions.
The implementation of UC reduces communication barriers among the team members. Unified communication also increases customers’ satisfaction, as everyone has a background on the customer’s history. The key benefits are also visible from the graph.

Increased Productivity of Employees

The increased productivity of employees is credited to integrated interactions. It provides an opportunity to use software on a single platform. Employees do not have to juggle between applications for communication.

Moreover, UC is also beneficial for internal communication. The “Presence Information” feature is a key catalyst in this, It enables an employee to keep track of the status of coworkers.

Improves Decision Making

Integration with business tools enables employers to make timely and informed decisions. An example of using the Cloud computing feature of CRM is available.

This gives a deep insight to the employer about the purchasing details of customers. The software on the whole exponentially increases the productivity of businesses.

Increased Customers' Satisfaction

Customers’ response and trust acts as the backbone of any business. Every business strives to have the best customer experience. UC plays an important role in enhancing the customers’ trust and satisfaction.
Customers can reach representatives through many channels like SMS, email, voicemail, voice chat, instant messaging, etc.

Future of Unified Communication

Technology always continues evolving in new directions. Yet, the power of unified communications is already evident today.

Integration with AI and Machine Learning

Further integration with AI and machine learning will enable smarter, predictive communication features. For instance, it will automatically schedule a video conference.

Natural Language Processing

Natural language processing will improve voice commands, virtual assistants, and speech-to-text capabilities.

Augmented Reality (AR) and Virtual Reality (VR)

Augmented reality (AR) and virtual reality (VR) can upgrade remote collaboration. This would make holding realistic virtual meetings with colleagues around the world possible. Moreover, they would be held in simulated conference rooms and workspaces.

5G and Wi-Fi 6 connectivity

5G and Wi-Fi 6 connectivity would act as a strong feature. It will enable faster video conferences, screen sharing, and collaboration.

Through this unified communication, we become smarter and more immersive. It will take business efficiency to unprecedented heights.

Bottom Line

In a nutshell, the business world has experienced changes in communication technology. Unified Communication platforms are responsible for these changes. Unified communications break down silos and reduce distractions. It empowers productivity and real-time collaboration across distances and devices.

Through integrated interactions, market-competitive enterprises will show enhanced efficiency, agility, and productivity. Unified platforms are getting better day by day with developments AI, AR, VR, blockchain, 5G, and more. The future belongs to businesses that embrace integrated interactions and seamless unified communications. The following graph shows the trend in the growth of UC adoption over time.

Frequently Asked Questions

1. Are there any challenges businesses might face transitioning to a unified communication platform?

There are no significant challenges that businesses might face. However, they need to connect their existing business setup with integrated tools and retrain their employees in the process. However, this would act as an investment for future benefits.

2. How do unified communication platforms handle security and data privacy?

Leading providers install end-to-end encryption and role-based access control. They also regulate HIPAA and GDPR to ensure security and privacy. Regular patches and updates are critical as well.

3. How do unified communication platforms differ from traditional communication tools?

Unified platforms integrate multiple channels into one interface. This eliminates toggling between different apps. Moreover, there is also present integration with business platforms like (CRM). Unified communication platforms help employers direct customers’ calls to individuals with relevant expertise.