Unified Communications for the Enterprise

In today's iPhone-crazed, touchy-feely world, the user experience is at the top of list when it comes to choosing communications technology. Quite simply, it is all about the user interface!

Apple has spoiled us with their simple, yet intuitive, interfaces, continuing to innovate at an unprecedented level. Others can try to keep up and have impressive features, like the Android-based phones, but ultimately fall short with the overall user experience.

While Apple doesn't play in the enterprise unified communications space, there is no shortage of applications and services that can give you that highly-desired "touchy-feely" vibe. And these hands-on tools cover a broad audience, with job-specific features.

• Workers have control of their phones like never before. Most of today's systems offer web-based interfaces that allow users to manage voice mail, view call logs, establish call screening/routing rules and utilize click-to-call directories-a far-cry from the rotary phones of old.
• Call center agents a better able to serve customers, with the addition of real-time call queue statistics, status controls on the desktop and direct CRM system tie-ins with screen pop-ups of a caller's information. This makes agent interaction with customers more personal and the conversations more meaningful and fruitful.
• Managers can benefit from a wealth of business-centric call management reports, giving them an overview of employee activity. They can monitor business trends and identify opportunities to improve overall efficiency.
• Traveling employees ("road warriors") can utilize softphone technology to remain closely tied to their office, no matter where they are. Using a laptop application and an internet connection, they simply plug in a headset and they are making calls, as if they were on their phone in their office.

The bottom line is that enterprise communications manufacturers and providers see the light and have developed technologies with the user experience in mind. No longer is it just a phone on your desk, but a sophisticated tool, with powerful controls, designed to optimize communications and allow users to work more efficiently.

John Wesselman