How Does Unified Communication Increase Business Productivity? [Infographic]

Naina Rajput
March 13, 2020
Categories: Infographics

Time is crucial for being on top. You can make happy customers by
serving them on-time solutions or by delivering instant response to their
queries without putting them on hold.

But it isn’t very easy to assure this type of practice as nowadays customers
contact a business via different communication platforms. Queries from various
platforms create complexity for agents as they have to switch between multiple
applications to respond to customers.

Also, if a caller is contacting via a different channel to the same
business every time, then he/she has to repeat his/her query as an agent doesn’t
have the record of customers’ previous conversation. In these situations, a
business may be wasting time, money, and also losing its competitive edge.

To solve all these problems, unified communication solutions have emerged. These solutions ensure an integrated platform from where
an agent is able to respond to all communication mediums via a single
dashboard. The agent doesn’t need to switch between multiple applications or there’s
no need to ask the query again if the caller is contacting multiple times.

UC solutions assure all customers’ information to a single place and
make agents able to handle the call efficiently. Unified communication solutions
have the power to break down all the walls that occurred in
the communication process. Unified communication ensures faster and improved
customer service and helps business to achieve improved FCR (First Call
Resolution).

A report by Grand View Research, the global unified communications market size is expected to reach USD 167.1 billion by 2025, exhibiting a CAGR of 16.8% over the forecast period.

So, how exactly unified communication services have changed the business
environment, here you will find five different areas in which UC solutions are
playing an important role:

1. Increased Agents Productivity

When the agents have to ask customers to repeat their issues, then it
wastes agent’s as well as customers’ time. With unified communication
solutions, the agents can respond to customers’ queries faster as they don’t
have to ask or look into different applications to understand the query. This
practice improves agents’ first call resolution rate that ensures the query is
being resolved in the very first attempt.

Also, unified communication solutions have advanced features like
automatic call distribution. This feature assures a call will be routed to the
right department so that a skilled agent of that domain can solve the query.
This feature also increases the agents’ productivity.

2. Centralized Business Information

If a business allows its agents or employees to work from home, then it
shows some challenges in terms of collaboration among remote workers and
on-premise workers. But if you implement unified communication solutions in
your business, then all employees will be on the same page. Agents/Employees
can share or retrieve the information in real-time. All data will be secured in
the cloud. So, employees will not face any difficulty in performing any task.

3. Cost Effective Solutions

When a business adopts the unified
communication solutions, it cuts the various costs
associated with the business. With UC solutions, you don’t require additional
hardware to save the data as all data is secured in the cloud. Also, you don’t
need to think about application upgrades and maintenance costs as it is taken
care of by the third-party service provider.

Additionally, UC solutions offer “pay as you go plans” in which
a business will pay only for its’ usage. So, you can start your business
communication with a small budget and save your money without paying for
non-required services.

4. Increased Customer Experience

A unified communication solution makes agents capable of handling the
customers’ calls efficiently. Agents can easily understand the customers’
concerns and deliver a better solution for their issues. It improves customer
service along with streamlining the customer journey.

5. Real-Time Monitoring

Real-time monitoring is an important aspect as supervisors can understand various aspects of agent performance in real-time. UC solutions allow managers to listen to agents’ live call without interrupting also without their knowledge. This practice helps to find loopholes in agents’ performances through that managers can ensure good quality of service in their business process.

If you implement unified communication solutions in your business, then you can definitely reap multiple business benefits!

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