Why Your Contact Center Needs A Unified Communications Strategy


Effective and synchronous communication across multiple media platforms in a company setting boosts employee productivity, achieves effective deadline adherence, and provides better project outcomes.Tech-Powering-The-Contact-Center-logo-22

That’s why more companies are embracing a unified communication strategy. Teams are focussing on implementing unified communication through consistent, unified user experience and interface across media platforms and devices via the integration of various communication tools and services. If you already have an omnichannel contact center setup, it is time to graduate to unified communications that enables you  to boost customer happiness, agent productivity, teamwork, and operational effectiveness.

Key components of Unified Communication Strategy

Your contact center integrates several types of communication into a single interface. 

Voice includes voicemail and VOIP

With Voice over Internet Protocol or VOIP or IP telephony, there is no need to invest on equipment installation or employ expert engineers. All the agent just needs is a computer, headset and internet connection.

Enhanced telephony is perfect for both small businesses and large enterprises as it is cost-effective. When an agent configures a voicemail function, he may invite team members and provide virtual phone numbers to maintain continuous communication with customers. Email is useful across the contact center and organization.

Real-time, text-based conversation tool Enterprise IM software provides better security and functionality. Encryption and file transmission. Directory services collect, store, and deliver employee contact information, making reaching everyone in your company easier.

Mobile devices make business apps accessible

Screen sharing lets you share your desktop via a private network or the Internet, it’s great for conferences and meetings. Video conferencing lets you work with team members or clients worldwide. Video conferencing software offers file sharing, whiteboards, and screen sharing.

Merging office phone, CRM, helpdesk, and chat.

More organizations are shifting their phone systems to the cloud. The cloud reduces costs, offers better flexibility, and simpler scaling than on-premises phone systems. It evolves and adds new features to fulfill consumer requests. CRM programs are common for leading organizations striving to enhance its operations.

Access to real-time customer and calling data

When your CRM and cloud phone system are interconnected, you can easily access client data. You can monitor consumer calls, emails, and social media interactions. You can give better customer service and make smarter judgments with this information.

VoIP CRM integration lets you monitor additional data, which helps speed up deal/sale completion. With your cloud PBX’s call history capabilities, you may learn about your clients’ sales rep interactions.

Service improvement

When your CRM system is integrated with your cloud phone system, customer service improves in two ways. First, because it’s easier to access customer data, agents spend more time on the phone with customers and second, cloud PBX systems offer features like IVR, which can route calls to the right agent and provide customers with menu-based choices and on-hold music.

Increased productivity

By connecting your CRM and phone system your employees won’t need to switch applications to contact customers. Integrated office phone and CRM software minimize time lag for outbound calls. Instead of manual calling, enabling click to dial  in your CRM, your call operators can reach customers or prospects quicker, and automated dialing reduces misdialing.

This is how unified communication strategy works:

Cloud power

Cloud computing has transformed business. It is cost-effective for organizations of all sizes, be it a Fortune 500 firm or a startup.

Stop shadow IT the right way

Shadow IT plagues many organizations. Non-sanctioned IT products are handy, simple to master, and easily accessible, so employees utilize them effectively.

If you provide your employees with user-friendly ways to use data to make their decisions, they will be keen to adopt it easily.  

Productivity increases

About 78% of 2,000 employees said they’d be more productive if they could choose to work on-site or remotely. Employees may be more productive in a hybrid workplace. Reasons include avoiding workplace distractions and traveling during peak traffic periods. Hybrid working expands firms’ skill pools and recruiting requirements. They may lure talent from farther away and hire workers with flexible schedules. This is a secret weapon to cover global time zones more easily. 


Due to the proximity of every company’s competitors, businesses are feeling the heat of competition. The new UC-focused strategy views investing in communications as an intelligent move to keep consumers happy. Happy customers have an increased CLV but happy employees are equally important to delivering better CX, and organizations are finally acting towards this goal.