Unified Communications solutions brought in $14 billion in revenue in 2015 and this figure is expected to soar to $49 billion in 2023. Business owners and decision-makers are beginning to realize and appreciate the business benefits a convergence in communication devices, as well as their integration into one accessible, efficient platform, UC has created for them. UC’s tools do not call attention to themselves, but their seamless synergy with one another can make breakthroughs in business that in turn will help transform small businesses into powerful players.
UC has four functionalities that executives and employees can maximize in order to increase market share, boost customer retention, and raise revenues and profit margins:
Mobility: Software Advice reports that more than 70 percent of business owners and their employees use a cell phone to carry out their tasks and complete their business. This means that they get huge amounts of data every day, from the emails that enter their inboxes and chat messages with colleagues through their instant messengers. Smartphones with Face Time also allow them to do mini-video conferences. In integrating all these functions, UC organizes the communications structure of the company’s workforce, enabling mobile employees to collaborate real time and exchange documents regardless of time or location. A highly organized workforce that is on the same page because they are always communicating can move as one in accomplishing the company’s objectives like breaking into new markets or achieving sales targets.
Presence Information: UC informs your employee which of his colleagues are online or present to take a call or engage in a discussion. This seemingly modest functionality actually is revolutionary and pivotal in improving a company’s overall performance. Think of how you missed an opportunity in closing a deal with a potential client because your company’s IT manager, who you wanted to talk to before making a decision, was out of the office on another meeting and could not be tracked down. In contrast, think of how much work you get done on a project when you do know that the department heads you need to bounce ideas off are available for an emergency call.
Studies have borne this out. Small Biz Trends reports that 49 percent of businesses have acknowledged that their team experiences 20 more minutes of productivity for every office person that they manage to reach on the first attempt.
Recording: Minutes of the meeting, recorded information, e-mail exchanges – all that is stored by UC. Crucial data that can make or break a deal can be accessed within minutes, and faulty memory can no longer be cited as an excuse for forgetting that bit about the customer’s spending behavior that would have guided the team into making a winning pitch.
Single-Number Identity: A single-number identity links all the cell devices used by employees under one network. The customer information in those cell devices are also placed in and accessible from one database. These capabilities both protect and drive the business. The database prevents loss of information should an employee resign; normally, in a company that does not have a UC, employees are the only ones who have access to the company-related information within their cellphone—and once they quit they take all that priceless data with them.
A single-number identity has also been proven to safeguard customer relations. Without it, a customer calling an employee’s cell phone from his unlinked number may be unintentionally ignored because the employee does not recognize his number. UC neutralizes this threat; all work-related numbers, including clients’, are identified. In a similar situation, the employee will recognize the number, take the call, address the need of his client, and preserve the relationship.