Imagine a person calling for detailed, technical information regarding your products and services. These calls can be cumbersome for customer service employees who don’t possess the technical knowledge about a specific service or product. Now imagine those same customer service employees having a thorough menu on the computer screens describing the precise technical knowledge about that specific service or product, along with other detailed information the inquiring consumer can use to make the best decision right away.

In the world of UC (Unified Communications), technical customer service cell phone calls are handled and processed substantially differently than they were just a decade ago.

Transitioning to a UC system enhances communications both internally and externally by arming staff members with better technology tools that add value to the overall communication process. This article contains helpful understanding and insights to assist you in the changeover to a unified communications system.

UC is essentially a unified system for communications in every its forms. Potentially, this may include land-lines and cellular phones, e-mail, instant messaging (IM), VoIP, IP-PBX, fax, voice mail, conference calls, movie conferencing, whiteboard and unified messaging. Your employees could have presence within your business communications – whether they are physically at work or not.

The concept of presence is simple to comprehend within instant messaging in which a “buddy status” is available instantly. UC takes this a stage more by grouping these “buddies” jointly by specialized expertise and attaching them to particular knowledge areas. All of this would be available at a glance.

UC permits real-time delivery of all these forms of communication inside a single environment that users can access within a simple interface. For example, customer support staff could have a list of employees knowledgeable about a product, along with the most practical method for immediately contacting see your face who gets the correct answers about the information on the product.

By simply clicking a contact icon, a phone can be made, or even a page or a whiteboard session accessed to bridge key info on the product, customer and employee contacts simultaneously. If your business doesn’t already have it, Unified Messaging (UM) can offer communications integration, albeit on a smaller scale than UC.

Unified Messaging is with the capacity of grouping together communications from unique sources, such as e-mail, faxes and tone of voice mail, but does not allow (in all instances) real-time delivery. Unified Messaging methods store these multi-platform communications for an individual to access information at his or her discretion.

Still, currently, UM does provide improved communication synchronization to an extent that has been not available only a decade ago. It is very important understand that while UM does offer efficiencies by grouping communications together with each other; it is not a similar thing as UC. Oftentimes, these conditions are interchanged and interpreted to really have the same meaning.

Again, they are not the same. Tying communications jointly in a UC platform can have a tremendous positive effect on productivity at your organization. Businesses with offices across the globe have an excellent possibility to synchronize communications as they occur around the clock instantly. Additional functionality allows telephone calls to be routed in accordance with preset rules.

For example, if a worker is doing work at a remote location beyond your office, the UC method can route a call to their cell phone and then a voice message into their voice mail. At the heart of UC may be the Voice-over Internet Protocol (VoIP) technologies that allows analog cell phone conversations to be transmitted over the Internet. UC basically expands that operation by allowing various other communications through the same protocol. Transitioning to UC doesn’t have to be an overwhelming method.

First, consider what usable technology your business currently has and how those resources could be integrated into the new platform. Consider what communications already are transmitted utilizing the Internet Protocol (IP). Agentie PR It could be that your business is only several steps away from integrating these into a truly unified format that considerably increases productivity.

Another advantage of introducing UC to your business is enhanced security within your company’s communications that was never found before. Without UC, communications appear over several data formats using numerous protocols, and you may not need control over certain details. Integrating these data forms using UC gives your company the ability to better manage the overall communications process.

The necessary equipment for creating a UC infrastructure includes various applications and hardware gear. The Microsoft version of the UC solution is built round the Microsoft Office Communications Server 2007 and the Microsoft Office Communicator 2007 for the interface. Microsoft, of course, is geared toward the software UC solution. Its server software program is designed to be deployed on a dedicated communications server.

Cisco, the IT hardware apparatus manufacturer most widely known for its routers and switches and its reputation because the “backbone of the Internet,” also offers software UC solutions, along with the necessary hardware gear. Cisco is more widely known as a hardware company; therefore naturally, the business’s UC solution is even more hardware-based.

The two big players in the world of IT are suffering from UC solutions. Which one is most beneficial for you is really a function of your specific requirements and your company’s monetary resources to support and maintain the technology. Keep in mind that there are tailored solutions accessible from both Microsoft and Cisco personalized for how big is your business.

Microsoft’s Office Communications Server 2007 will come in two editions: Standard and Business. The Standard Edition is intended for SMBs that have one server platform using one machine. Together with the accompanying Standard Client Access Permit (CAL) it allows for messaging, peer-to-peer video and voice, and file transfers all that occurs in a integrated and familiar Microsoft Work place.