Not only are businesses adopting unified communications solutions, but more and more consumers are using these same tools as well. According to a recent poll by Ipsos and Reuters, communication is the number one reason worldwide for connecting to the internet, with 85 percent of people around the globe going online specifically to send or read email at least once a day.
While email leads internet use across the world, 14 percent of respondents use VoIP service on a regular basis, and 62 percent use the web primarily for social networking, according to the survey.
This global interconnectivity has a direct link to business applications, especially customer relationship management, as the more consumers use the internet to communicate with a business, the more information a company can gather to assist a client.
According to Works Management, UC connectivity is expanding, and the presence and awareness of these changes are providing even more benefits in the workplace, especially for mobile workers. By implementing a successful UC strategy, a business not only can improve employee productivity, but customer satisfaction as well. UC solutions decrease the number of calls missed by agents, allow employees to work from home, and ultimately improve employee efficiency with collaboration tools like presence.
With non-telephone based communications availability growing, it is only a matter of time until the business contact center relies more on live chat, instant messaging and other UC options than strict phone support. Even today, many companies are switching from legacy systems to hosted PBX opportunities in order to reduce costs and open more options for communications support.
According to the news source, integrating IP telephony, UC and mobile also increases the flexibility of any telecommunications system. In addition to working remotely, mobility gives professionals the option to move around the office while still working, collaborating with co-workers or attending meetings without lugging laptops or other equipment around. Cloud solutions increase these benefits even more, allowing employees to access their work from any computer, tablet or smartphone, rather than dedicated ones. By implementing these technologies, a company not only can improve its revenue through increased productivity and satisfaction of both employees and clients, but also save on IT costs and improve business overall.