SMB IT Challenges: Unified Communications

A Unified Communications (UC) Strategy is an approach to managing and integrating all forms of communication within an organization into a single, seamless platform. This includes traditional methods such as voice and email, as well as newer technologies such as instant messaging, video conferencing, and collaboration tools. The goal of a unified communications strategy is to improve collaboration and communication among employees, while also providing a better customer experience and improving efficiency. The integration of multiple communication tools into a single platform enables employees to communicate and collaborate in real-time, regardless of location, and provides a centralized, consistent and efficient way to connect with customers through multiple channels.

SMBs operating in ‘high-trust’ sectors, such as financial and professional services providers and nonprofit organizations, have unique communication requirements and face specific challenges. In these sectors, trust and reputation are particularly critical to success, and effective communication plays a crucial role in building and maintaining that trust. A unified communications strategy can help SMBs in high-trust sectors to meet these challenges and realize several benefits, including:

1. Improved customer service

Integrating multiple communication channels into a single platform allows clients to choose the method of communication that best suits their needs. This flexibility can help businesses improve the customer experience and build stronger relationships. It also allows businesses to better track and manage customer interactions across communication channels, ensuring that all customer inquiries are promptly addressed and resolved – leading to increased customer satisfaction and loyalty. 

2. Increased productivity

Unifying communications channels allows employees to easily connect with one another and share information, regardless of their location. Additionally, UC solutions often incorporate features such as file sharing and document collaboration, tools which can further facilitate efficient teamwork and reduce the need for physical meetings.

3. Enhanced mobility

Unified communications solutions generally offer mobile app functionality, which can enable employees to remain connected and responsive even when they are away from the office. With a UC mobile app, employees can access the same communication and collaboration tools they use when at their desktop computers. This can be especially useful for firms with employees who travel frequently or work remotely.

4. Reduced costs

Professional Services firms that employ unified communications solutions generally see a reduction in overhead costs resulting from streamlining and collaboration. With a UC solution, firms can replace multiple phone lines and separate systems for voice, video, chat, and email with a single platform that integrates all these channels, leading to cost savings on equipment and monthly phone bills. UC solutions also often include features such as virtual meetings and collaboration tools, which can reduce the need for travel and in-person meetings.

5. Improved security

With a unified communications solution, firms can ensure that sensitive information is transmitted securely and that only authorized users have access to it. UC solutions often include features such as encryption and secure login protocols, which can help firms protect sensitive information and maintain compliance with regulatory requirements. 

About Altourage 

Altourage is a client-obsessed managed service provider, offering IT and Cybersecurity services to clients in ‘high-trust’ sectors, including Financial Services, Professional Services and Nonprofit Organizations.  

We offer both fully managed and co-managed services – customizing our services or integrating with our clients’ existing teams to build successful long-term partnerships.