UCaaS, also known as Unified Communications as a Service, is a service method that streamlines communications through a cloud-based phone system. This technology lets you run and organize your business transactions, specifically customer service, sans the help of an outsourced IT team. Instead, UCaaS providers will be in charge of the operations and you will just have to pay them.
While unified communications cover equipment used in communicating, such as voicemail, computer, videos, telephone, and email, UCaaS goes beyond the exchange of messages. UCaaS provides information about your clients, and integrates operations within and across your network. With this technology, you save time and effort, and still cater to your clients anytime. Moreover, UCaaS is accessible to businesses that only have a desk phone, a mobile phone, and a desktop.
Voice over IP Beats Operator-Assisted Communication
Back in the ’90s, customer service transactions went
through an operator, who seemed to take forever to transfer calls. Even in the
advent of the Internet Age, dial-up services did not improve customer service.
If they have, they still lacked the mobility, flexibility, and efficiency
provided at present by UCaaS.
The desire of millennial users to have faster and
cheaper service is translated to numerous calls to CSRs and frantic messages
online. At times, one medium is not enough, and real-time communication is
spread simultaneously in various channels, including social media.
Unified Communications, as the name puts it, makes
communication services seamlessly integrated.
Benefits of UCaaS
Firstly, UCaaS has tremendously improved the
productivity and efficiency of businesses. On-the-go operations managers can
answer queries and do other tasks, even when they are at home. They don’t need
fancy equipment; ordinary office gadgets can do the work. In addition, UCaaS
now has a mobile application that makes access to its service easier.
UCaaS has also replaced two almost obsolete technologies:
voicemail and facsimile. Instead of these separate equipment (thus you doing
two things), UCaaS makes it possible to merge these two by sending and
receiving PDF and audio files. The result is less clutter and shorter waiting
Note that these files can be created and sent even
with just a mobile phone in hand. Thus, you can work wherever and whenever you
want, without setting up a complicated IT office or workstation. You just need
a desk phone to connect your office to the cloud phone system.
UCaaS also helps reduce costs through its use of Voice
over IP technology, as there is no need to pay for analog phone lines.
You also provide better customer service because you can cater to your clients’
needs as quickly as possible. You simply have to have your office number
redirected to your mobile phone.
Should you fail to pick up the client’s call, your
ring groups can re-route the call and send it to whoever is available. Such
features make UCaaS the most convenient option for businesses and their
multitasking managers. Unified communications can reduce the chances of losing
clients because you can immediately attend to their concerns and inquiries.
UCaaS also creates a strong presence among the team.
You don’t have to put the client on hold in case you are looking for the right
person to send the call. Lights, buttons, or notifications of each team member
(think of the green availability bullet on FB messenger) indicate who’s
currently online or on-site to handle the call.
Likewise, you can sync contacts and create a large
database so that transferring calls is easier. This becomes a practical
solution to companies with team members abroad or across the country. Voice
over IP bridges distance and is perfect for offshore businesses.
Part of the beauty of having unified communications is
the manageability of the entire team. There is less administration — hence
fewer people — to deal with. Your focus is on your clients and how to keep
them. Streamlining the administration and creating a central portal for
communication decreases confusion, frustration, and waiting time on the
And don’t worry about crashes. Most UCs have
overlapping programs that save operations in case a tool experiences downtime.
Because voice data is stored, it can still be accessed even when there are
maintenance or downtime issues. These performance redundancies keep the
business running every time, thus providing reliable service.
Through UC, company stakeholders can work together
real-time. They can address changes and problems across various channels,
giving them the edge in competition. This support is crucial in implementing
new procedures in the company.
With the latest collaboration tools available in UC,
you can elevate and meet the expectations of both your business partners and
clients. Integrating communications products in one interface paves the way for
global expansion, and a smooth transition while you’re at it.
In addition, you have tools at your disposal to
support the company’s development. Once you harness the power of cloud
technology, it would be virtually impossible to NOT access and utilize other
cutting-edge tools. Figuratively speaking, UC opens doors to greater, more
advanced technology and processes.
Security, for instance, is covered in UC. Cloud
storage ensures that confidential data is not compromised. UCaaS
providers have certifications and credentials; not everybody can be a
provider, so you’re sure to be dealing with compliant and professional vendors.
It is a challenge, however, for companies utilizing
Unified communications, since employees may still be hesitant to embrace
changes in operations. But true to its name and nature, UC unifies employees
and programs with a single solution. No one is exempt in the transition. Once a
department applies UC in their operations, the rest will have to follow
The upside here is that UC promotes a positive culture
of change through the shared responsibility of employees and business owners.
Truly, UCaaS does not only benefit clients, but employees as well. There’s
improved productivity, agility, responsiveness, and a healthy approach to
Having a unified communications strategy can be a good stepping stone to success, without risking too much. UCs are always a win-win option, and businesses that choose to remain in the dark are clearly missing an important facet of global expansion and successful collaboration.