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!
- Frost and Sullivan Mobile Video Conferencing has Arrived – Frost & Sullivan White Paper.
- 7 Ways Unified Communications Can Improve Customer Service in Contact Centers – CustomerThink.
- 12 Statistics that Show Millennials Expect Even More from Customer Service – Business 2 Community.
- 25 Mind-Blowing Statistics on the State of Data-Driven Marketing – V12.