As customers we expect to reach businesses using the communication channel most convenient to us and, if we’re very unhappy with the service we receive, we’re likely to broadcast that to everyone via social media. This infographic demonstrates how customers are using various communication channels and their expectations from them.
The proliferation of unified communications has introduced a debate among decision-makers: should their company stay with a single supplier to meet their UC needs, or build a multi-vendor (best of breed) strategy?
The entry point into the unified communications discussion is usually tied to a migration to IP telephone, an IP PBX or a next-generation voicemail solution because for many companies legacy PBXs are reaching end-of-life and traditional voicemail solutions are in need of an update to some form of unified messaging.
Deploying IP Telephony can be a complex process and so a complete end-to-end unified communications solution can understandably seem appealing, with the promise of simplified deployment, single accountability, centralised management and lower costs.
Related: Unified Messaging
Related: Unified Communications on the Cloud