Channels and means for communication of employees with customers, and of colleagues among themselves, have developed markedly. While not so long ago phone calls or meetings were the means of exchange, today video calls, chat conversations or even social media platforms are the leading means of communication - both with employees and with customers. But what sounds progressive is often not that well thought out, because for every means of communication there are different providers whose communication solutions cannot per se be combined with one another. How do companies manage to unite the different systems? How do they make it possible that the same service can be used to communicate with one another from anywhere? The solution is UCC. In the following article you will find out exactly what this is and how you can use it for yourself.
Definition: what does UCC mean?
UCC stands for Unified Communications & Collaboration and describes the bundling of several communication channels or communication services. This should bring several advantages with it, including:
- Distributed teams work better and more effectively together
- Users of the communication channels can be reached more easily
- Business processes become more efficient
- Customers are happier
Let's take a closer look at the individual terms in UCC: “Unified Communications” includes every form of messaging, that is, both asynchronous messages, for example via a portal, and synchronous forms of communication, i.e. in real time. Users must be able to add new applications, such as video or chat, to the communication taking place. In addition, UCC can communicate regardless of where you are. This works by giving the user a uniform number for mobile phones, landlines and faxes.
"Collaboration" adds the tool for collaboration to the way of communication. This means video conferences, virtual whiteboards and note functions, but the transitions are fluid.
Now that the definition of UCC is clear, another question arises: Which functions must a UCC tool fulfill in order to actually achieve the desired cost savings and a simultaneous acceleration of work processes?
What defines a suitable UCC solution?
High-quality software ensures that a company can benefit from the advantages of a high-quality UCC solution. In order for this to be as uncomplicated as possible, this software must be able to connect the different communication channels without any loss of performance. This also means, for example, that one address and one telephone number are sufficient for the user to be able to operate all services.
The software interface must be intuitive to use and must not contain any unnecessary distractions. What sounds self-evident is actually more important than average, as the goal of Unified Communications & Collaboration is on the one hand to make the work - especially of teams - more efficient and effective, and on the other hand to answer customer inquiries in a short time to full satisfaction. This only works if the software has a time-saving and thus target-oriented user guidance, and it is accordingly easy for all employees to work with the application.
Another important requirement for a UCC is to synchronize all work sections with all end devices. This works best when the UCC solution is managed centrally from a server. All employees then access these with their respective devices and all continue to work from the same status.
Many companies are currently dealing with UCC. The advantages are apparent. But how complicated is the implementation of UCC software? And how does it work exactly?
How is a UCC solution implemented?
Before UCC software is implemented in the company, it is first important to inform the employees about it and to adequately address their possible concerns. For example, some employees are afraid of surveillance - this must be taken seriously because they are ultimately the ones who should use the new software without hesitation. The relevant group of people who should find out about the switch to UCC also includes the data protection officer, without whose advice nothing should be decided.
Once all employees are on board, the implementation begins. For this purpose, an extensive as-is analysis should be carried out in order to know exactly which technical setup is given and which requirements the new UCC solution must bring. The way employees work is also a decisive factor in selecting the software - is communication almost exclusively via e-mail, for example, or does most of the coordination work via video conferences? On the basis of the analysis of the current situation, goals are then set that will be achieved through implementation. Possible goals are, for example:
- Fewer or shorter, but more effective meetings
- Higher employee satisfaction
- Reduction of unnecessary emails
- Better handling of customer inquiries
Now it's time to choose the right UCC system. This should take into account all previously defined requirement points and also make it easy to connect the different communication channels. In addition, the people responsible must decide whether an attractively priced cloud solution or a specific and secure on-premise solution is an option. Here it is advisable to seek extensive advice from the provider himself.
Once the selection has been made, IT specialists and developers are in demand. You implement the UCC concept technically and meanwhile pay attention to the detailed consideration of all previously defined requirements. Once the solution has been implemented, it is put through its paces again before it is rolled out for the entire company. This can be done in stages: step by step across several departments or gradually across several branches. Here, too, it is important to continuously check the implementation steps and the current status, whether everything is actually working.
Now it is done: The UCC solution can be used in full. But even now the work does not stop there, because even a successfully implemented solution must be continuously monitored and, if necessary, optimized. In addition, it should be ensured that your service provider can support the operation and optimization of the UCC software.
The number of high-quality UCC solutions is growing steadily. Which one should you examine more closely and ultimately choose?
EcholoN as a Unified Communications provider
EcholoN is one of the leading providers of UCC systems. It is worth taking a closer look at this because it has a number of advantages.
EcholoN operates all possible communication media in one software with its UCC solution. The “skill based routing” process ensures that no customer is on hold for a long time, but is put through to the right person after a short time. Existing resources can be used perfectly, costs can be reduced and customers can be satisfied.
Independent of the existing infrastructure, the EcholoN UCC solution can be used company-wide - nationally and internationally. It bundles both asynchronous and synchronous means of communication in an uncomplicated and clear application environment and also records all important parameters for the successful use of a customer service center, which can be evaluated in detailed reports.
If you do not know exactly to what extent a UCC solution can be beneficial for your company, do not hesitate to contact us. Our employees can work with you individually to develop a solution that meets your needs - we look forward to your inquiry.