Modern consumers and workers have high expectations for businesses. They seek instantaneous, personalized communications through the channels they use most. But for businesses, managing so many tools can get overwhelming and expensive. Companies can find success through the right unified communications platforms, which enhance productivity and collaboration and promote seamless communication across devices and locations.
The fastest-growing companies are greatly leveraging unified communications tools. In fact, the market for unified communication and collaboration (UCC) platforms is expected to hit $48.3 billion in 2023. However, implementing a successful strategy is easier said than done.
Let’s explore what unified communications success looks like and how you can build a winning strategy.
WHAT IS UNIFIED COMMUNICATION AND COLLABORATION?
UCC platforms make real-time collaboration possible, no matter where your workforce is based. As “UCC” suggests, there are two essential components: communication and collaboration. UCC platforms facilitate numerous modes of communication and collaboration via a “unified” application, such as Zoom, Microsoft Teams, or Google Meet.
Every company needs two kinds of communication strategies: internal and external. Internal communication keeps everyone within the organization connected. On the other hand, external communication includes interactions with customers, shareholders, clients, and vendors.
Unified collaboration is key to working together regardless of location. Successful collaboration is when the team has a common goal and works together to achieve it through effective communication tools.
A strong UCC strategy improves three crucial aspects of your business:
1. PRODUCTIVITY
Unified communications success means your team will be more productive and efficient. When they use one tool for all types of communication, their collaboration improves. As a result, the entire workflow gets streamlined. A UCC strategy also makes it easier to answer questions and calls from customers.
2. RESPONSIVENESS
A UCC system has an instant messaging tool that increases responsiveness. So, you can instantly set up calls and meetings and check in with staff anytime. You’ll also be able to see who’s available to help you complete urgent tasks. Higher responsiveness means work gets completed faster. It also makes your organization more agile.
3. COLLABORATION
Collaborating on projects once meant huddling together in a meeting room. But thanks to UCC applications, collaboration has evolved. You’re no longer restricted by geography and can hire talent from anywhere in the world. A unified system makes it easier to contribute to and track the progress of each project.
WHAT MAKES UCC IMPLEMENTATIONS SUCCESSFUL?
As your business grows, you’ll need a UCC strategy that can keep pace. A successful UCC strategy means your team can communicate and collaborate seamlessly. So, to achieve unified communications success, you’ll need to implement UCC in a way that aligns with your business communications.
CORE ELEMENTS OF UCC PLATFORMS
A good UCC tool should be accessible, easy to use, and have options for different modes of communication, such as:
MESSAGING
This includes both direct and group messaging. With a UCC platform, employees can access messages from any location and device. Direct messaging lets employees send and receive messages instantly. You can also create channels, which are similar to group chats but intended for a specific project or customer.
Through messaging, you can send files, connect via video, and keep a record of the conversation—even when the chat is over. What’s more, you can see who’s online and connect with them instantly. Some UCC platforms also let you message users on third-party apps like Facebook Messenger.
VOICE CALLING
Phone calls have become more capable as technology has evolved. In fact, the cost of using Voice over Internet Protocol (VoIP) calling is nearly zero. It’s also easy to scale, and you can make and receive calls from anywhere and on any internet-connected device.
VIDEO CONFERENCING
Video conferencing is one of the most important tools for unified communications success because it makes remote work possible and enhances in-0ffice work. Screen- and file-sharing enable effortless, real-time communication and collaboration.
THIRD PARTY INTEGRATIONS
These are the tools that make work easier. For example, businesses use customer relationship management (CRM) software to track customer data. You also have note-taking tools, transcription bots (for converting video to text), and scheduling software. A tailored solution lets you pick and choose what tools you need to achieve unified communications success.
BUILDING YOUR OWN UNIFIED COMMUNICATIONS SUCCESS STORY
Before you attempt a successful UCC implementation, you’ll need to consider the following questions:
1. WHO IS YOUR END USER?
UCC tools are instrumental in identifying and troubleshooting customer issues and increasing employee productivity. So, you must first define your user. Are you building this strategy for employees, customers, or both? Your UCC strategy will differ depending on the type of users.
2. WHAT DO YOU WANT TO ACHIEVE?
The second component is to think about your goals. Knowing your requirements means you’ll have more clarity when developing the strategy. It also makes it easier to choose the right tools and team.
For example, potential goals might include:
- Better employee-to-employee engagement
- Better employee-to-customer engagement
- More secure communications
- More cost-efficient communications
- Better support to customers
3. WHAT IS THE STATE OF YOUR CURRENT SYSTEMS?
Be sure to check the efficiency of your existing tools. Do you find any issues in their performance? Can they provide the functions they’re intended for?
For instance, if you’re using a video conferencing tool such as Zoom or Microsoft Teams, assess its efficiency with its features and your requirements. If you find gaps, find new tools.
Invest in services that provide integrated audio and video communication systems. Also, see if they have a calendar integrated into the user interface and whether they have built-in analytics and reporting functions. These tools will help you implement a UCC strategy more efficiently, and your employees will record higher productivity.
PARTNER WITH VIVO TO ENSURE A SUCCESSFUL UCC STRATEGY AND DEPLOYMENT
Unified communications success depends on your approach, strategy, and tools. For best results, ensure you’re implementing modern, adaptive, and business-friendly UCC tools.
The right IT partner can help you develop and enact UCC strategies relevant to your business. Vivo Technologies has years of experience and expertise in strategizing on a company’s behalf and building bespoke strategies for unified communications and collaboration. Through our Technology Assessment, we can recommend platforms based on your company’s needs.
Let us help you streamline your communication and collaboration. Contact us today for a more refined, advanced, and time-tested UCC strategy.