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The VoIP Report

How Ineffective Communication & Collaboration Hurt Your Business
July 5th, 2017

How Ineffective Communication & Collaboration Hurt Your Business

Ian Linton

The latest solutions like VoIP and UC offer a wide range of features and services that can reduce the risk of ineffective communication.

If your business communicates and collaborates with legacy systems, you could be missing important opportunities to improve productivity, teamwork and customer service. The latest solutions like Voice over IP (VoIP) and Unified Communications (UC) offer a wide range of features and services that can reduce the risk of ineffective communication.

Relying on voice

Relying on voice alone gives employees limited communication options. If they want to send brief information to a colleague, they could use VoIP’s instant messaging, chat or text features without spending time on a phone call. Spending time on unnecessary voice calls reduces productivity.

In the call center, voice alone is no longer sufficient. Customers want to contact businesses by the channel of their choice. Just offering voice contact can limit revenue and customer service opportunities.

Using VoIP’s multi-channel contact center solution from the cloud, businesses can handle any type of incoming communication efficiently. This can make it easy to handle customer issues more efficiently and improve customer satisfaction. For example, if a customer has a difficult issue, contact center agents can escalate the call to a video conference and speed up a resolution.

No mobile strategy

Mobile productivity is essential as increasing numbers of employees look for flexible working arrangements. Employees working from home need to access communication and collaboration tools as well as business applications and services so they can work effectively.

If a business does not have a mobile strategy, productivity can suffer and remote workers may not be able to make an effective contribution to the business. VoIP provides all communication and collaboration services for mobile users on a softphone application.

No integration capabilities

VoIP and UC can integrate with customer relationship management (CRM) systems and other business applications. Businesses without the integration capability are missing important opportunities. Like the chance to provide a more personal service to callers and identify opportunities to upsell or cross-sell.

Integration is becoming more sophisticated as solutions like Skype for Business integrate with Microsoft Office 365 allowing users to launch voice or conference calls from within applications like Word, PowerPoint or Excel.

Barriers to collaboration

Collaboration can help employees work together effectively, sharing skills, knowledge, and resources. However, many businesses face barriers to collaboration.

Equipment is restricted to a conference room, with cumbersome booking procedures. If the equipment is difficult to use, employees may be reluctant to use it. These barriers to collaboration can hinder project management and other initiatives to drive innovation and change.

VoIP and UC include easy-to-use collaboration tools. These enable employees to hold audio, web or video conferences from desktops, small meeting rooms or any location with an Internet connection. Mobile users can use the same tools on smartphones, laptops, tablets and other devices. The tools also support content sharing so that users can view and review presentations, documents, plans and other images.

These accessible, easy-to-use tools help build a collaborative culture that is just not possible with conventional conferencing systems.

Unleash business potential

To remain competitive, improve productivity and drive innovation, it’s essential to remove the restrictions on effective communication and collaboration. Solutions like VoIP and UC can eliminate ineffective communication and transform business performance.


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