Brought to you by IPC Tech — Platinum Certified Mitel Support Partner specializing in connecting your business applications to optimize your communication experience.
Organizations of all sizes across a wide range of industries are adopting Unified Communications-as-a-Service (UCaaS), according to a recent survey from Eastern Management Group. In fact, more than half of organizations are replacing aging phone systems with hosted solutions.
Why the shift to UCaaS? Organizations want to take advantage of VoIP telephony. They want to take advantage of popular collaboration applications such as presence and chat. They want to advance their bring-your-own device initiatives, which enables users to fully embrace mobile, work from any location and be more productive.
UCaaS combines communication channels and collaboration tools such as voice, email, text, chat, video and presence into a single, cloud-based service. Rather than going through the complicated process of integrating disparate applications, UCaaS does this for you. It delivers a consistent user experience whether you’re working in the office, the airport or a hotel room in another part of the country. UCaaS also improves the efficiency and effectiveness of your contact center, allowing customers to use the channel of their choice without forcing agents to bounce between applications.
The Eastern Management Group research found that the top adopters of UCaaS are professional services, healthcare, education and retail. Here are a few reasons why organizations in each of these industries are investing in UCaaS.
According to a Deloitte report, professional services companies should be focusing on collaboration to deliver complex services, cost management, and software-based services that close skills gaps and improve productivity. Forrester predicts spending on technology that enhances the customer experience will outpace traditional back-office spending. UCaaS checks all the boxes, enabling organizations to collaborate more seamlessly and efficiently, reduce capital expenses, and deliver better customer service.
Having a central resource for communication and collaboration is essential in healthcare. Doctors, nurses, administrative staff and other healthcare professionals can collaborate from any location, whether they’re practicing telemedicine, monitoring critical cases, responding to emergencies or providing training. Cloud-based solutions also tend to be more secure than on-premises solutions, which reduces the risk of exposing sensitive data and violating increasingly complex HIPAA requirements.
School districts operate under tight budgetary constraints. UCaaS shifts the cost of communication to a more predictable monthly operating expense. Schools also have complex communication needs. UCaaS provides a reliable, accessible platform that enables teachers, administrators, students, parents, law enforcement and the community to stay connected during day-to-day activities and emergency situations.
Seamless internal collaboration is critical to delivering an exception customer experience. Employees on the sales floor who are constantly on the move need to remain informed and engaged, whether they’re helping a customer find an item, searching for an item in the stockroom or answering the phone. In addition to improving the customer experience, enhancements to internal communication can reduce employee frustration and boost retention rates in an industry where turnover is notoriously high.
Mitel Is a Value Leader for UCaaS
In related research from Eastern Management Group, Mitel ranked first in customer satisfaction in six of 10 metrics, while Newsweeknamed Mitel’s flagship UCaaS solution, MiCloud Connect, a best business tool of 2019.
As a Mitel National Partner, IPC is uniquely qualified to manage the successful implementation of a Mitel UCaaS solution. Let us help you identify high-value use cases for UCaaS in your organization so you can take full advantage of the benefits and maximize your ROI.