Bringing together internal and external communications
With remote working now firmly established, it’s clear the contact centre as a dedicated office space with staff answering phones is very much redundant, and that siloed channels of communication -are no longer fit for purpose. When working at home or remotely, staff must be able to access the tools they need to collaborate with colleagues and manage customer interactions as effectively as they would in the traditional working environment. With this in place, supported by infrastructure capable of guaranteeing consistent performance for any UC solutions utilised, the location of contact centre staff will have zero impact on the customer journey.
As organisations explore how this can be best achieved, the segregation of internal and external communication platforms is rapidly becoming a thing of the past, with solutions such as direct routing for Microsoft Teams providing centralised communication platforms that not only ensure a consistent QoS, but also support cross-site and cross-team collaboration - the best of both worlds.
Taking all this into account, an effective unified communications solution, built on a secure, high-performance network, and surrounded by a robust cyber security ecosystem, is now an essential part of both a successful customer contact strategy and efficient, productive working practices.