Hidden UC Features Your Customers Will Love

Michelle Accardi-PetersenBy Michelle Accardi-Petersen

Perhaps you are considering adding a unified communications (UC) solution to your customer offerings. You are already likely aware of many of the highly publicized benefits and features of the technology, which is why you are contemplating making it available to your customers. But as much as you’ve heard about UC, you may still be unaware of some of the lesser-known advantages your customers are sure to appreciate. Here are four of them.  

Environmentally friendly and convenient machine-free faxing

“Green” initiatives are all the rage for companies these days and machine-free faxing fits right in with these campaigns. With this solution, customers can assign employees a unique number for incoming faxes. When a fax is sent to that number, the system stores it in the cloud as a PDF file, saving energy, paper and ink.

Presence management

Presence technology leverages the power of a desktop computer to provide users with more fluid and efficient communications with colleagues and clients. Employees can see instantly how best to reach a colleague — whether by chat, email or mobile phone — which increases productivity by improving collaboration.

Contact center capabilities that improve productivity

A comprehensive UC solution can provide your call center customers with features that can have a major impact on customer service and overall efficiency. Some of these capabilities include flexible call queuing, skills-based call routing and cloud-based call recording for training and development.

Big data collection and analysis

Companies with call centers can also leverage UC solutions to capture call data and turn it into actionable intelligence. Managers can review agent performance, answer rate and talk time while agents can measure their performance against peers.

Michelle Acardi-Petersen is the chief marketing officer at Star2Star Communications, which offers scalable unified communications solutions. She previously spent 16 years in progressive leadership roles at CA Technologies, most recently heading up Digital Marketing. She earned a bachelor’s degree from the University of South Florida and a master’s degree in business administration from American Intercontinental University.

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