Unified communications is an incredible business tool upgrade for the new generation of workforce. It may sound weird to equate a system to the workforce, but here’s why: the current and upcoming workforce craves cross-team communication and endlessly shares information.
Unlike instances in the past where an employee worked for 30 years and held all the knowledge and skills associated with the role, and when they left, institutional knowledge was lost. Today, workers want various experiences and vocational training, so information must be readily available. A report from Grammarly found that employees’ sentiment is that work no longer takes place 100 percent in the office, but teams still need to communicate 100 percent of the time.
What is Unified Communication?
Unified communications consolidate business communications into a single program or interface. Hardware, software, and services combine voice, chat, video, and content sharing. The goal of embarking on a journey of communication unification is to make supporting clients much more effortless. By combining all your various communication channels, everyone has a better experience.
Why is Unified Communications so Important?
The business communications landscape has gotten overly complex. To streamline how a business operates, an unintended consequence occurred: too many choices. You could chat with this app, then video call with that app, then log customer information with another; the intent was valid, but the execution became overwhelming. Then, the idea of unified communications was born.
Benefits of Cross-Team Communication
Customers and employees are the real benefactors when it comes to unified communication. By simplifying workflows and combining customer documentation, you get a more complete picture of every customer during every interaction. You are minimizing the feeling of being just a number and connecting with the customer more fully. Cross-team collaboration with unified communication stitches separate actions, whether an email, chat, or phone call, to create a complete customer story.
Video Conferencing
Fast chats are great, but you know what’s even better: fast video calls. Sometimes, the biggest thing missed when building cross-team collaboration is trust with who you work, so a quick video call can bring personality and, frankly, humanity into everyday interactions. Teams are spread across a company and often across the country, so seamlessly including a video tool is incredibly powerful. According to Zippia, more than 50 percent of workers in the US say their jobs are reliant on collaboration.
Centralized Information
The gatekeeping of information is the downfall of a customer relationship. How frustrating is it for a customer to call in and their dedicated rep is unexpectedly out of the office for the day? You are left scrambling to try and figure out how to help without the customer getting frustrated. That is a tall order. With access to centralized information in a unified communication environment, without skipping a beat, you can help the customer, and all is right in the world. Now, that is cross-team collaboration at its finest.
Enhanced Productivity
The easier it is to find information and support clients in any business environment, the happier everyone will be. A report from Qatalog found that a typical person spends 59 minutes per day searching for information or documents they need across programs. It’s all about transparent processes and workflows regarding cross-team communication. Access to something is one thing, but it’s about implementing actions to make it successful. You get every option to centralize your work for the most available access possible.
Mobility
For cross-team communication, mobility is the ace up its sleeve. It’s great for remote and hybrid work scenarios and is perfect for accessing and notating ideas and fixes anytime and anywhere.
We have all been there where you think about the solution to a problem when cleaning the dishes after dinner and just tell yourself you’ll get it written down tomorrow. Tomorrow comes, and that solution has wholly left your mind. With your UC app loaded on your phone, you could quickly open it, find the client, make a note, and get on with the rest of your night. It’s two minutes out of the evening, but you feel great knowing that the customer is now cared for.
Unified Communication Brings Cross-Team Collaboration Front and Center
Unified communications have brought enormous potential to business communication but untold possibilities for cross-team collaboration. Be in the know and more connected than ever with the indispensable resources brought together through UC.
Gibson Teldata is here to help your business achieve that potential. Improved communication could be the piece that saves your business potential. Contact us today!
