Unified Communications is an industry wide technology term describing various communication tools that are integrated into one entity to help an organization communicate more efficiently. UC bridges the gap between VoIP and other communication technologies.
Unified Communication (UC) systems allow fundamental communication between end users using applications or systems such as PBX’s (phone systems), conferencing, Email, instant messaging and other media managed from a single mailbox independent of the access device.
Collaboration is a key focal point of a UC platform. UC platforms interact with calendaring, scheduling, workflow, and other small business & enterprise applications.
Rich presence features: Users can see the presence (available, in a meeting, unavailable, etc.) across multiple platforms including telephony, instant messaging, email and call usage.
Mobility allows mobile devices to have the same functionality as your desk top phone. Bring your own device (BYOD) allows mobility across many different mobile operation systems where you can make and receive inbound and outbound calls from your extension. This also allows users to check presence, instant message, access voicemail, and even video call from the hands of their own mobile device.
Voicemails left at your extension can be automated to send to email in either a .wav file or if using scribe, your voicemail will be transcribed to text in an email.
Desktop clients allow you to easily manage calls (transfer, hold, park) on your physical or softphone right from your desk top. You can place and receive calls with the click of a button.
With the recent innovation to these outstanding technologies, your infrastructure can be set up in multiple ways. UC systems offer premise, hosted (cloud), hybrid, and virtualized environments to fit within the organizations structure.
A true UC system will help organizations communicate more effectively. This allows organizations to run more efficiently, provide a higher level of customer service, and helps put more focus on your everyday tasks.
Contact Center as a Serice has been a hot topic in the industry for some time, but moving your customer service teams to the cloud is no small decision. We understand that migrating your contact center is not something to jump into without considerable due diligence. We also know from our experience working with leading brands, however, that moving the contact center to the cloud pays off and is fast becoming the only way for an organization to embrace the advancements in self-service, intelligent routing and agent assistance that artificial intelligence (AI) will soon deliver. CDVS is well-positioned to help evaluate your current contact center as you consider a move to the cloud. Our goal, as always, is to enable you to deliver exceptional customer experiences, and we are here to assist you at every step as you transition to the cloud.