Why integrate business apps into UCaaS?

Companies & employees rely on a variety of different business tools and apps to:

• Increase productivity
• Automate workflows
• Provide customer support
• Manage communication both internally and externally

74% of employees have at least five apps open at the same time – 16% use more than 15 apps per business day.

In terms of communication and collaboration (UCC), many of these tools have been rapidly introduced during the pandemic, among other things. Various applications for video conferencing, telephony and instant messaging tools have been added and stand-alone systems and solutions have emerged that are difficult to manage. The resulting “modern” workplace often overwhelms the traditional user, and employees are dissatisfied or even overwhelmed with the solutions provided by their companies at the workplace. In addition, the operation of stand-alone systems is associated with high costs. IT teams in particular are affected because they have to deal with a large number of separate business processes and, above all, with security and compliance risks. There is a certain pressure to act.

What does the solution look like?

Migrating to a cloud-based strategy (UCaaS) for the provision of applications has the following advantages:

• Easier implementation & maintenance
• Relief for the IT department
• Increase in productivity
• Standardization of the work ecosystem
• A modern workplace that is fun again

What are the concrete approaches?

As a rule, companies use cloud applications such as Microsoft Office 365, Microsoft Teams, Salesforce and Zendesk to increase their efficiency and customer satisfaction. These applications become even more powerful when UCaaS solutions are integrated. After all, cloud-based communication applications are the basis for the optimal use of these technologies. The added value lies in the integration of cloud-based business applications.

To illustrate:
A company could integrate the communication application into its CRM solution. This would make customer service much more efficient.

Advantages of integration:

• Relieving employees of time-consuming routine tasks
• Optimal assignment of callers to the appropriate call chain
• Analysis of data from UCC solution and CRM tool for better planning
• Information about callers and their activities based on the phone number
• Automatic logging of interactions with customers & prospects

Use case for integration:

Manager for customer support

Joel is a customer support manager tasked with ensuring his team successfully resolves 100 service cases per week. How can he track which team members are most efficient and which need additional training? Joel might have each team member keep a manual list of calls with notes about each individual’s disposition. He might compare this to individual information he receives from a random sample of customers. This unwieldy system offers few real insights into his team’s performance and capabilities.

Lucky for Joel, the modern integration can help, with built-in analytics in a customer service cloud app like Salesforce Service Cloud, Joel gets access to instant reports on how calls are being managed, answered and more. A pop-up appears on the inbound call screen and Joel can see who is calling, is it a customer or a prospect? Joel can get a 360-degree view of what is happening with the potential caller before answering the call.

What does your switch to networked workplaces look like?

• A cloud telephone system that adapts to the way you work.
• Communication always at your fingertips on any device, anywhere.
• Over 100 business integrations, for a true cloud unified communications experience
• Compact and affordable, so you can get started straight away, yet flexible enough
• Chat, make calls, plan and take part in meetings
• Share screen and see who is online with video.
• Stay up to date with file sharing, task management and virtual team rooms

Are you currently dealing with this topic yourself? Feel free to contact me via chat, Teams or Whatsapp, send me an e-mail or book a free online meeting in my calendar. I look forward to your questions!