Want your organization’s teams to become more creative and innovative problem-solvers? Would you like to strengthen the collaborative culture within your workplace? Or boost morale and give people a sense of belonging? Even in companies that don’t have large hybrid or remote workforces, collaboration tools play an enormous role in facilitating key employee relationships. Choosing the right voice calling, instant messaging, and video-conferencing platform is crucial for fostering collaboration and boosting productivity within your company
As we talked about in the last article in this series, the right unified communications as a service (UCaaS) solution can reduce costs and management overhead for the business while improving employees’ collaboration experience. Consolidating chat, email, telephony, text, and web conferencing capabilities within a single platform allows for ease of use and simplicity, empowering people to be more productive. If your business operates a customer contact center, integrating omnichannel Contact Center as a Service (CCaS) capabilities will only add to the benefits your organization will see.
Lots of vendors and IT service providers offer enterprise collaboration tools. Nearly all of them promise to deliver better user experiences, cost savings, and cutting-edge technology. What sets the true industry leaders apart?
Based on our decades of experience helping our clients connect their employees through voice, video, email, messaging, and more, here are seven key features you should look for in an enterprise collaboration solution.
Consolidating voice, video-conferencing, and other collaboration capabilities within a single-vendor platform offers numerous benefits, include ease of management and cost savings. But to achieve this successfully, you’ll need to ensure the suite you’re considering has all the capabilities your employees need. Is your organization looking for a new UCaaS solution? Do you want support with Microsoft Teams Voice service? Help integrating third-party solutions? Design and build services for Microsoft Teams Rooms? Assistance with other kinds of meeting spaces? A full-featured omnichannel contact center? Make sure the vendor can not only meet your present-day requirements but also help you plan for the future.
A modern omnichannel contact center platform can empower your organization to improve customer satisfaction scores, keep buyers happy, and retain their loyalty. Industry-leading CCaaS solutions include advanced Agent and Supervisor features to accelerate response times and monitor contact center performance in real time. Look for one that integrates with the CRM software already in place within your organization (HubSpot, Salesforce, etc.) as well as the ticketing solution you use (e.g., ServiceNow). Make sure all of your customers’ preferred channels (including email, web chat, SMS/MMS messaging, and voice) are supported to ensure seamless customer experiences.
Every organization’s employees are uniquely human, and every team has its own communication and collaboration needs. That’s why one-size-fits-all solutions don’t work for most companies. The right partner will take the time to understand your individual business processes and your employees’ preferred ways of working. This makes it possible to build a custom collaboration platform that will integrate seamlessly with your existing workflows, or select the third-party vendor’s solution that’s the best match for your budget and requirements.
Just like every organization’s collaboration needs are different, so are requirements for deployment, migration, and adoption support. Your company may already have selected a solution but doesn’t have a strong in-house deployment team. Or you may need help with a specific facet of the deployment, such as integrating your contact center technology with Microsoft Teams. Alternatively, you might need longer-term management assistance. Look for a partner who can take over the appropriate responsibilities so that you can keep your focus on what’s most important to your business and customers.
Ideally, your partner should be able to provide ongoing support to ensure your collaboration tools are always running smoothly. This might take the form of ongoing 24/7 managed services—allowing you to offload operational responsibilities to a team of professionals so that you can focus on growing your business—or short-term consulting or advisory services. Either way, it’s important to find a reliable partner, someone you can trust to help you achieve your business goals and improve the way your employees work together.
With off-the-shelf contact center solutions, you can get the product and features that are offered, nothing else. A CCaaS partner that has built its own platform internally can provide you with much more flexibility. When your partner has robust custom development capabilities in-house, they will be able to build services, features, and integrations that are exactly as you need them to be. Want the platform to make intelligent decisions about call transfer? Integrate with your UCaaS platform to enable agents to talk to users elsewhere in the business? The right partner can build it for you.
It may be possible to save a great deal of money by consolidating your existing collaboration tools onto a single platform and identifying areas where you can eliminate unnecessary subscriptions. It may also be possible to switch to a more cost-efficient subscription model. For Microsoft Teams, for instance, Netrix offers session-based pricing. In this model, sessions are shared across all users in the organization. If, for instance, the company is paying for 100 sessions, up to 100 concurrent Teams calls will be supported, with no need to pay for individual user plans.
Netrix offers all of the services described above and more. We can provide initial assessment, product selection, and solution design support, to help you go from ideation to full-scale migration. Then we can come alongside you to help manage the deployment. With our global presence, we’re able to support your full technology portfolio across multiple sites or locations.
Want to learn more about how Netrix can help your employees work smarter? Get in touch with us today.
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