Overview
Unified Communications is the integration of communication services such as instant messaging (chat), presence, voice, mobility (twinning/mobile app), audio, web & video conferencing, desktop sharing, data sharing/collaboration, call control and speech recognition with non-real-time communication services, such as unified messaging (integrated voicemail, e-mail, SMS and fax). UC is not a single product, but a set of products providing a consistent unified user interface and user experience across multiple devices.
Why UCaaS?
Choosing UCaaS (Unified Communications as a Service) offers several advantages for businesses seeking streamlined and collaborative communications solutions. Here are some reasons you might consider adopting UCaaS:
Better Disaster Recovery
Disaster recovery capabilities are some of the most persuasive reasons to consider UCaaS. Think about the importance of maintaining uninterrupted communications. While large companies can build redundancy into their systems, this can be cost-prohibitive for smaller enterprises, or those with tight budgets. Being cloud based offers UCaaS users access to communications from any location, eliminating the need for redundancy.
Improved Team Collaboration
With features like audio and video conferencing, as well as interoperability between devices, employees can connect from any location.
Rapid Service Deployment
On-premise solutions can take months and even years to roll out company-wide. Upgrades can take just as long. With UCaaS, a new feature or service can be available to all employees immediately.
Greater Employee Mobility
Cloud-based systems provide access from anywhere, at any time, solving what is often referred to as the “BYOD” (bring your own device) challenge. UCaaS offers connectivity to smartphones, laptops, tablets and other devices.
Enhanced Customer Experience
Centralized Management
Contact center capabilities, interactive voice response, call routing, and other outstanding features will make it easy to build relationships with customers, all while seamlessly integrating these interactions with your CRM software.
One of the more significant challenges in managing any kind of premise-based application is scaling the administrative functions. This can include setting up new users, applying patches, or updating features. The tasks may need to be repeated many times, depending on the architecture of the on-premises solution. With a hosted UC solution, the administrative tasks are centralized, allowing the administrator to perform tasks once, and be confident that those changes will take place company-wide.
Why Choose NorthStar for your UCaaS Needs?
Moving your voice platform to the cloud can be very confusing due to the extremely large number of companies that provide UCaaS solutions today. Unfortunately, they are not all the same and different carriers are better suited to help different types of environments. When you work with us, we can help you pick the right UCaaS solution for your unique needs.
Assessments
We can help you identify what features you need and your security compliance requirements to choose the correct solution providers to bring in.
Audit Services
We will audit your current communications services and platform solutions to determine if you are using the best and most cost-effective solution for your business.
Design
We can recommend UC solutions based on current industry trends and best practices, so you can be sure that you are receiving a quality solution.
Selection
We are UC supplier agnostic and work with numerous providers. We can offer the best options from multiple suppliers.
Implementation
In addition to securing the correct UC solution, we can often assist you with implementing new solutions.
Cost Management
We want to provide you with a great UC solution within your budget and will work to make sure you are investing your money well.
Working as an independent solutions consultant allows us to analyze your needs and source the best UCaaS solution provider(s) that meet your requirements and exceed your expectations. This is done agnostically, letting you focus on the project at hand without being tied down by endless supplier discussions.
Is UCaaS Right for Your Organization?
UCaaS is an excellent alternative to on-premise solutions. Organizations that leverage cloud-based communications systems experience greater scalability, speed in time-to-market, flexibility, and agility during this shift in the workforce. Below is a list of drivers that are accelerating the adoption of UCaaS:
No Upfront Expenses
UCaaS shifts a business’s cost of designing solutions in an increasingly complex space to an experienced service provider. Leased phones and equipment allow companies to adopt new technologies and set up shop in various locations without worrying about features becoming outdated.
Scalable Provisioning
UcaaS allows companies can start small, deploy and move resources where they’re needed, and pull back once a project wraps up or add features as needs change.
Reduced Operating Cost
Shared data centers deliver PBX service more efficiently than onsite infrastructures. The company does not have to find rack space, pay energy bills, or configure and manage connections.
Enhanced
Security
As cloud-based services, service providers have stringent measures in place to monitor networks for known threats and potential vulnerabilities.
Enhanced Customer Experience
Contact center capabilities, interactive voice response, call routing, and other outstanding features will make it easy to build relationships with customers, all while seamlessly integrating these interactions with your CRM software.
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How does CCaaS differ from traditional on-premise contact center solutions?CCaaS operates in the cloud, which means that the software and infrastructure are hosted by a third-party provider. In contrast, traditional on-premise contact center solutions require companies to manage their hardware and software on-site.
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Will I be able to keep my existing PBX and just migrate my contact center to CCaaS?Yes, we would be able to implement an "overlay" architecture which would allow you to keep your PBX and the CCaaS would be on top of your PBX. This is a very popular solution.
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What features does CCaaS typically include?CCaaS platforms generally include features such as call routing, IVR (Interactive Voice Response), omnichannel support (email, chat, social media), call recording, real-time analytics, workforce management, and integration with CRM systems.
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Can CCaaS support multi-channel customer interactions?Yes, CCaaS platforms offer omnichannel support, enabling businesses to handle customer interactions across various channels, such as voice, email, chat, and social media, from a unified interface.
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Is there redundancy already built in with a CCaaS solution or will I have to provide for that?Yes, redundancy is already built in with a cloud solution. There are multiple geo data centers in place to support all types of transmissions and applications. Within the data centers there are multiple redundant servers and microservers available to support the businesses to prevent outages.
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How long will it take to implement a CCaaS solution?It will all depend on the existing environment (network, number of seats, business type, etc.) that is in place. Hwever, in most cases a 45-60 day implementation timeline (after solution selection is made) would be the average which would include the planning, implementation and support.
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Is CCaaS suitable for small businesses?Yes, CCaaS can be a viable solution for small businesses as it allows them to access advanced contact center capabilities without the need for significant upfront investments in infrastructure.
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How does CCaaS support remote work?CCaaS platforms enable agents to work remotely as long as they have an internet connection. Agents can access the contact center system and handle customer interactions from anywhere, enhancing workforce flexibility.
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Is CCaaS secure and compliant with industry regulations?Reputable CCaaS providers prioritize security and compliance with industry standards such as GDPR and HIPAA. They implement robust security measures to protect customer data and ensure data privacy.
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Do I have to purchase a full contact center seat, or will I have the option to choose only what I need at a given time?This is one of the many benefits of a CCaaS solution. You can choose only what you need at first (e.g. You can have an ACD & IVR only, without Omni-channel or WFO)
