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- Unified communications enable personnel to focus on communicating with customers rather than the method of communication that they are using.
- Negates the need to rely on specific devices (mobile, PDA, laptop, etc.) and dependence on specific applications, e.g. MSN, chat, text, email. This means a chat message could be received as a text message, email or voice mail etc.
- Allows users to work from the location that best meets their needs and the needs of the organisation.
- Unified communications can integrate with other systems and applications including ERP, CRM, and email.
- Improved business processes and collaboration. Several people, for example, can work on a single project despite being in different locations.
- Lower mobile phone bills due to the ability to use lower cost forms of communication. For example, a huge amount of money can be wasted trying to contact a person even though they might be in the same building. Unified communications enables a user to ‘track’ the person and call from the nearest device.
- Improved internal communications and processes. For example, unified communications allows an individual to access a ‘real-time’ list of people who are accessible and with the right skills to answer a customer query or to find an appropriate resource, without the need for the customer to be put on hold until the right person is found.
- It negates the need to send an email to everyone in a company seeking advice or support as people with relevant skills can easily be highlighted, as outlined above.
- Improved customer service (see example above) enables faster response times.
- Lower risk of missing calls and responding to urgent requests.
- As remote working becomes more and more predominant, business are becoming less centralised in a single location. Unified communications facilitates better access to people and systems.
- Offers a viable alternative to business travel as people can communicate in real-time regardless of location and time-zones, using video and other media links.
- Can be tailored to individual needs e.g. the sales director travelling on a global basis will be assured that they can receive all communications in real time rather than having to wait to pick up messages and emails when they get to a hotel or office.