Unified Communications

Organizations are “Digital by Design”

We are a more connected society than ever, and digital capabilities have enhanced this with social media, mobile, analytics, big data, cloud and the internet of things.

To remain competitive in the digital era, the future connected enterprise will need to be “digital by DNA” to connect successfully to forever changing customers.

Building a “digital DNA” for your business is a digital transformation across all parts of the business.The most important part is to connect your customers to all people, process and technology across your organization.

Digital DNA of “The Modern Family”

ModernFmailimageThe hit series “The Modern Family”, created an entire episode  on a computer and in the realm of social media. This highlights the reality of the connected consumer and how interactions has dramatically changed. As the modern family you are starting to create your own “digital DNA”, a digital profile of the way in which you communicate and purchase.

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The Digital Agenda

Gartner (800x450)
According to Gartner’s report, 2015 CEO Survey: Committing to Digital, published in April, “2/3 of CEOs say their enterprises are involved in industry-level digital initiatives. The significant financial benefit from adopting digital strategies, technologies as well as re-engineering processes, communications and people to take advantage of the digital shifts we are seeing as a result of mobile, social media and big data driving the digital agenda.”

The latest digital initiative: Skype for Business

SkypeforbusinessimageThe next stage of digital transformation is Microsoft’s newly announced, re-brand and integration of MS Lync to Skype for Business.

Skype is already a well-established voice, video channel in the personal lives of consumers, and already is the next disrupter to the industry for voice, instant messaging (IM), video and chat and indicative of a significant shift in focus and strategy of “connect people everywhere.”

Enghouse Interactive has over 230 deployments on Skype for Business and growing.Whatever your requirements or environment Microsoft’s Skype for Business strategy is compelling for any organization, contact us about how we can help you deliver a true unified communications enabled customer experience or try it for yourself below.

Frequently Asked Questions about UC and Customer Communications

The ‘U’ in Unified Communications (UC) has always been about delivering a unified approach by integrating solutions to drive efficiencies. It is the ‘C’ element – the ‘communications’ component – that has changed over time. But there’s no need for a U-turn in approach – it’s a case of building on the expanded reach of UC.

In the context of the customer communications, UC initially meant incoming fixed-line voice calls and then the mobile and web revolutions took place. Today, it takes in a myriad of communications types – from voice to email, web chat, video and social media.

UC technology has also made another recent transition. Organizations first used applications like Microsoft Office 365, Cisco Jabber internally to check presence and route calls, bringing employees together to solve problems within the enterprise. They soon realized this new methodology could also support external communications, enabling them to quickly route customers to the individual best placed to respond.

Use it to drive more efficient customer interaction in the contact center
Legacy customer services typically operate as isolated silos. Today’s contact centers need to be a fully-integrated part of the business and link to existing UC infrastructures. That allows you to call on expertise across the connected enterprise to quickly resolve customer queries.

Migrate to an approach that combines the contact center and the connected enterprise
Combine technologies to create an infrastructure that supports unified communications. Cloud computing and IP-based networking enable a virtualised environment, whilst UC delivers insight into the presence of customer-facing staff. In addition, directory and database integration enables you to know who is available to support your customers.  The result – quicker call resolution leading to happier customers and agents

Choose the best delivery mechanism for your business needs
Look for a migration plan that transitions you smoothly to UC.  The best vendors offer the flexibility of both cloud and on-premise contact center ‘flavors’ and support this through a one-stop shop for a business’s complete communication needs.

Enghouse Interactive UC Capabilities

Our solutions help your people to collaborate more efficiently, work remotely and make every minute count. To ensure you get functionality that’s a perfect match for your organization, we look at your whole business and design a solution that meets your specific needs. Our modular approach lets you expand your solution as your organization grows from console, help desk/ departmental through to complex contact center environments.

Have a bird’s-eye view of everyone, without leaving your desk. Integrated, live presence information including availability and current status helps employees ensure each transfer is successful and extend the reach across your entire organization regardless of location. Presence information can be provided through Cisco Unified Presence, Cisco Jabber, Microsoft Office 365, Microsoft Exchange.

Getting people together and sharing information, connect your back office functions to the front services. Collaborate with other employees through IM or conference in. Quickly set up conferences, change people’s Presence status, record and distribute voice messages – all while handling incoming calls.

Out of the office but still in touch, whether this is your customers contacting you from smartphones or employees connecting across the business.  

Personalize the caller experience and ensure messages reach their target, reduce caller frustration with voicemail greetings that automatically reflect your availability, customize your greeting and options for important callers.

Information drives improvement, find out if your employees, operator and customers are getting the full benefit of your new communications system. Gain insight into the time staff spend at their desks, away from their desks, in meetings and on the phone, use Presence reports to track sick days and for timekeeping

Enghouse Interactive omni-channel contact center capabilities – from voice, email, webchat, social media, video and SMS – are seamlessly connecting businesses of all sizes to their customers.

Today, we deliver a capability which includes phone-based support, email, text messaging service, web chat, Council voicemail, fax and the scanning of letters for electronic distribution by Cardiff Council agents. By linking all these communication channels together through Contact Center: Enterprise, we now have a comprehensive view of the services our citizens are requesting, as well as the channels they are using to access those services.

Cardiff Council