Effective and synchronous communication across multiple media platforms in a company setting boosts employee productivity, achieves effective deadline adherence, and provides better project outcomes.
That’s why more companies are embracing a unified communication strategy. Teams are focussing on implementing unified communication through consistent, unified user experience and interface across media platforms and devices via the integration of various communication tools and services. If you already have an omnichannel contact center setup, it is time to graduate to unified communications that enables you to boost customer happiness, agent productivity, teamwork, and operational effectiveness.
Key components of Unified Communication Strategy
Your contact center integrates several types of communication into a single interface.
Voice includes voicemail and VOIP
With Voice over Internet Protocol or VOIP or IP telephony, there is no need to invest on equipment installation or employ expert engineers. All the agent just needs is a computer, headset and internet connection.
Enhanced telephony is perfect for both small businesses and large enterprises as it is cost-effective. When an agent configures a voicemail function, he may invite team members and provide virtual phone numbers to maintain continuous communication with customers. Email is useful across the contact center and organization.
Real-time, text-based conversation tool Enterprise IM software provides better security and functionality. Encryption and file transmission. Directory services collect, store, and deliver employee contact information, making reaching everyone in your company easier.
Mobile devices make business apps accessible
Screen sharing lets you share your desktop via a private network or the Internet, it’s great for conferences and meetings. Video conferencing lets you work with team members or clients worldwide. Video conferencing software offers file sharing, whiteboards, and screen sharing.
Merging office phone, CRM, helpdesk, and chat.
More organizations are shifting their phone systems to the cloud. The cloud reduces costs, offers better flexibility, and simpler scaling than on-premises phone systems. It evolves and adds new features to fulfill consumer requests. CRM programs are common for leading organizations striving to enhance its operations.
Access to real-time customer and calling data
When your CRM and cloud phone system are interconnected, you can easily access client data. You can monitor consumer calls, emails, and social media interactions. You can give better customer service and make smarter judgments with this information.
VoIP CRM integration lets you monitor additional data, which helps speed up deal/sale completion. With your cloud PBX’s call history capabilities, you may learn about your clients’ sales rep interactions.
Service improvement
When your CRM system is integrated with your cloud phone system, customer service improves in two ways. First, because it’s easier to access customer data, agents spend more time on the phone with customers and second, cloud PBX systems offer features like IVR, which can route calls to the right agent and provide customers with menu-based choices and on-hold music.
Increased productivity
By connecting your CRM and phone system your employees won’t need to switch applications to contact customers. Integrated office phone and CRM software minimize time lag for outbound calls. Instead of manual calling, enabling click to dial in your CRM, your call operators can reach customers or prospects quicker, and automated dialing reduces misdialing.
This is how unified communication strategy works:
Cloud power
Cloud computing has transformed business. It is cost-effective for organizations of all sizes, be it a Fortune 500 firm or a startup.
Stop shadow IT the right way
Shadow IT plagues many organizations. Non-sanctioned IT products are handy, simple to master, and easily accessible, so employees utilize them effectively.
If you provide your employees with user-friendly ways to use data to make their decisions, they will be keen to adopt it easily.
Productivity increases
About 78% of 2,000 employees said they’d be more productive if they could choose to work on-site or remotely. Employees may be more productive in a hybrid workplace. Reasons include avoiding workplace distractions and traveling during peak traffic periods. Hybrid working expands firms’ skill pools and recruiting requirements. They may lure talent from farther away and hire workers with flexible schedules. This is a secret weapon to cover global time zones more easily.
Conclusion
Due to the proximity of every company’s competitors, businesses are feeling the heat of competition. The new UC-focused strategy views investing in communications as an intelligent move to keep consumers happy. Happy customers have an increased CLV but happy employees are equally important to delivering better CX, and organizations are finally acting towards this goal.
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
