Author: Jim Machi – VP of Marketing, Sangoma
There are many features available with today’s voice telephony solutions, and it’s important not to get carried away with all of them. There are also lots of reasons why you might want to upgrade your small business voice telephony solution or invest in a new one. One might be because you have an old system and it’s just waiting to fall over. But another reason may be because you want more than just voice in your business telephony solution. When you decide to upgrade or implement a new system, a key goal should be increasing your organization’s productivity.
Unified Communications (UC) is the current buzzword in the business voice communication space these days. Enabling employees to manage all their communications – instant messaging, voice, email, chats, audio / videoconferencing, file and screen sharing and more, all from a single application has emerged as a productivity enhancer.
But remember a few key points about UC:
Does your vendor offer a mobile client in addition to a desktop client?
How good is the presence feature of the client?
Presence in telecom nations means being able to tell if the person you are trying to contact is available and has a method to communicate with you immediately. Presence has emerged as a real productivity booster because it’s faster than email or voicemail if you need a quick answer.
Can you move right into a phone call from an IM session?
Can you integrate into / offer a light contact center?
Many small businesses like to “look bigger” by offering contact center options. If the base UC platform has basic contact center options that enable basic call routing (to either a desktop phone or a mobile client), this will enhance the contact center capability.
When choosing a new voice telephony solution that has UC features, remember that value is key. You want to purchase the best value-based solution, so you get the right features at the right price.