Communication is a major element of any thriving business. With Australia's workplaces becoming more heterogeneous, working across offices, home and various locations, using traditional communication approaches can be challenging to collaborate. Staff can use their own systems to call, video call, talk through, email and share files, leading to disjointed communication between teams. The challenge is met through unified communications (UC), which brings multiple communication channels into a unified and connected technology environment. The staff members can switch between different applications that are not connected, eliminating the need to switch back and forth between them.
What Is Unified Communications?
UComm is an integrated method of business communications. This can involve voice calling, video conferencing, IM, integration with email, presence data, file sharing and team collaboration applications, depending on the organisation and technology provider. The target isn't just to offer greater communication choices. It is to use these options to achieve effective integration. For instance, an employee could start an instant messaging chat, then switch to voice chat when it gets more in-depth, and then switch to a video call with other team members. These exchanges can be made possible through an integrated communications environment, without having to deal with multiple and unrelated systems. When considering unified communication services, businesses can then think about how various communication functions can be integrated to complement existing business processes and future needs.
The convergence of Voice and Video Communication
Australia's businesses still depend on voice communication, especially in customer service, sales and operations and for internal communication. But, today's teams are looking for something more than just traditional phone lines. Voice and video can be combined in the same environment by designing and implementing unified communication services. One approach to achieving flexibility could be to combine voice and video in a single environment. Employees are not restricted in their choice of communication channel for a given situation but are able to choose the most appropriate mode of communication.
Business Messaging's importance
The use of Instant Messaging has replaced unnecessary emails and long email chains. Team messaging enables employees to ask quick questions, and share updates and coordinate tasks in real time. Messaging is useful when it's integrated with other communication channels, however. A user should be able to determine if another user is available, initiate a chat conversation with another user and switch into a voice or video call, if needed. The fragmented approach of having disjointed messaging, calling and meeting applications can be minimized by using unified communication services. This will help to minimize delays and prevent employees from having to sift through information on various platforms.
Supporting remote and hybrid teams
Australian workplaces are organising teams differently as a consequence of remote and hybrid work. Staff could be working from various cities, offices, home or client outlets which is why it is essential that they are able to communicate reliably. Unified communication can allow employees to have a unified access to business communication tools, no matter where they are working. A member of the team can attend meetings, answer business calls, use messaging and share collaboration tools without having to be in the office.
Improving Business Productivity
Inappropriate communication can directly impact productivity. Staff spend time looking for info, waiting for replies or having to change between applications for relatively simple tasks. An integrated communications environment can help to minimize some of these inefficiencies. With communication tools connected, employees have less time to deal with technology and more time to deal with their duties. For instance, presence indicators can let you know if another employee is available to take a call. Shared calendars and messages may help to keep information within a conversation or project, and make it easier to schedule meetings. The advantages gained are frequently more to do with communicating more and more effectively than communicating more and more.
Maintaining a connection to other Business platforms
One of the most significant features of 21st century unified communications is Integration. Communication platforms may be able to be linked with customer relationship management (CRM) systems, productivity applications, calendars, helpdesk software as well as other business applications. A sales team may have access to customer information, and the history of the customer's communications, in the same working environment. A support team may be able to integrate calling/messaging with its service management platform. This integration minimizes the duplication of information across systems and can provide employees with a broader context to help them communicate with customers or colleagues.
Securing should be a priority at any time
In a digital age, where more and more communication is taking place in these new contexts, security has to be at the core of the considerations of businesses. Communication platforms might comprise business-sensitive data, consumer chats, internal files and more valuables data. The security features of an unified communications solution should be reviewed prior to implementation by Australian organisations. Some of the important features to keep in mind are encryption, identity and access management, authentication, user permissions, secure administration and monitoring. Also, the use of communication platforms by employees should be taken into account by the business. While Technical controls are essential, Training, sensible Password practices and access policies are also valuable controls. Security should be a part of a communications project from the outset and not an add-on.
Choosing a Scalable Communications Environment
The life of a business is not a long one and it usually changes in its size and conduct. Employees could join, offices can open, teams can be distributed and communications can evolve. Scalability is another key factor for assessing unified communications, too. A good platform will allow business to grow without having to change the business communication network. Companies should be able to think about how easy it is to enable the addition of users, how to expand the services and if the platform could support other locations, and working arrangements. Organisations can be flexible with their system and adjust with changing needs.
Creating Better Communication Practices
Having technology doesn't ensure effective collaboration. There also need to be clear communication practices in place within businesses. Staff should be aware of the correct lines of communication to use in various circumstances. Some updates can be sent through messaging, but others might be more important and/or sensitive, and therefore, a voice or video conversation might be more appropriate. Other relevant project information should also be stored in locations that are easily accessible by other relevant employees. Having these expectations can avert a communication overload and make unified communications more effective.
The future of business collaboration is here
The increased need to connect people, systems and information makes unified communications more and more crucial for businesses looking for practical solutions to these connections. Voice, video, messaging and collaboration capabilities can help give employees and customers a better experience of communication. The real issue for Australian businesses is that they need to choose the technology that meets the requirements of their business, and not just the latest technology. These factors should be taken into account by organisations: their workforce structure, their communication practices, their security requirements, their software used and their growth plans.
Conclusion
Australian businesses are finding unified communications to be a viable solution for bridging the gap between employees, customers and teams in a more seamless communication environment. With voice, video, messaging and collaboration capabilities all in one, organisations can cut down on communication challenges, facilitate remote and hybrid working, and enhance daily productivity. But implementation will only be successful if the right solution is selected that is secure, scalable and works well with the current systems and communication requirements of the organisation. Appropriately deployed, unified communications can provide a more cohesive, flexible and effective work environment, ready for the evolving needs of today's business.
