Beyond the Contact Center: UCaaS for the Workplace

Omnichannel is officially a business buzzword, which is excellent news for companies developing a unified communication strategy. With less to explain, there is more time to explore the benefits of these strategies with your customers — and your employees.

Omnichannel communication is frequently viewed as an external, customer-facing solution, but it offers a whole different set of solutions for your company’s internal communication strategy. And with an increasingly distributed workforce, solid internal communication is more critical than real estate.

Omnichannel for a distributed workforce

Unified communications as a service (UCaaS) is an increasingly popular cloud-based communications model. With multiple communication channels available via one secure, easily accessible interface — including voice calls, instant messaging, and video meeting — “talking” to each other has never been simpler.

Simplified communication delivers two primary benefits for your distributed workforce:

1. Supply before demand. Before the cloud, disparate communication systems were not easily scalable. UCaaS options include scalable, off-site storage, so supply (i.e., communication capacity) can grow to meet your company’s growing needs.
2. Workforce efficiency. Simplified communication streamlines your business processes, and in the age of remote and hybrid work models, it eliminates communication gaps and keeps everyone on the same page.

Omnichannel for virtual collaboration

Easy communication expands the collaboration possibilities in a virtual working environment, which makes expanding communication capability an internal imperative for any business. It can also be a significant challenge as companies and employees adjust and adapt to changing needs.

The good news is the same omnichannel tools your company uses to connect with customers can also connect your workforce. By combining your existing channels with a cloud-based infrastructure, you create a central communication hub for your employees to find each other and share information.

You’re also well prepared for advances in communication technology. Because there’s nothing on-site to upgrade, your company enjoys the benefits of consistent, integrated technology that is secure, easy to scale, and always up to date.

Communication among employees is critical to your company’s success. Gaps or flaws in communication can cause problems in a traditional, on-site business, but for a virtual workplace, communication failure can be fatal.

UCaaS for the future of work

Making communication easier increases employee productivity and gets a waiting customer to a solution faster. Allowing for convenient remote access creates a highly mobile, highly responsive workforce, which leads to a better experience for both employees and customers.

With all the recent changes in how work works, the possibilities are seemingly endless. Employees no longer need to live close to their workplace, and many remote jobs don’t even require employees to live in the state where their employer is located. As technology continues to evolve, companies will find it less cost-effective for their office staff to work from a specific physical location. The needs of remote workers — including mobility and easy accessibility — will dictate communication infrastructure and continue to drive innovation.

Unified, omnichannel communication allows companies to be more responsive, communicative, flexible, and cost-effective. When an omnichannel strategy is deployed effectively within the workplace, as well as in the marketplace, employee and customer experiences improve.

Learn more about omnichannel communication strategies for your company’s virtual workforce at nccdata.com.