The world of Unified Communications As A Service has seen a massive uptick over the last couple years as companies continue shifting to become more agile to accommodate today’s work environments. With employees working from anywhere, the technology needs to be able to handle that agility as well. While telephony continues to be an important option in communication, officer workers must also have options to utilize chat, email, video conferencing, file sharing and other ways to collaborate.
Companies can utilize a UCaaS solution to benefit their contact center in these 3 ways:
Customers are contacting your business and are expecting quick answers. Office workers do not necessarily have all of those answers from general knowledge articles and need assistance from others within the organization for more complex issues.
For a variety of scenarios, the ability for several office workers to collaborate in real-time would empower your organization by encouraging collaboration as a collective and allow customers to feel that they are getting the answers they need in an organized fashion.
As companies switch to handle the “new normal”, collaboration is still one of the biggest question marks. How can employees continue to provide a level of excellence for their customers with the challenges of being a remote workforce? That’s where utilizing Unified Communications As A Service comes into play.
Users of Microsoft Teams averaged a total of 2.7 billion minutes each day in April of 2020, which was a 200 percent increase from the 900 million that it recorded just a month prior!
This will only continue to increase as the remote work environment doesn’t seem to be going anywhere anytime soon which would also decrease organizational costs such as monthly lease payments for an office space.
Cloud adoption has significantly increased over the past year as companies continue to adopt a remote workforce. According to Allstream, 67% of organizations are moving significant portions of their UCaaS solution to the cloud, which has been long overdue. Benefits of being cloud-based far surpass the scope of on-premise solutions such as reducing IT costs and the ability to efficiently go-live with even more functionality including widely used integrations without the need for long hours of setup.
For more information about how the Five9 Intelligent Cloud Contact Center works with top UCaaS providers, chat with our sales team now!