What is the implication for real-time services such as VoIP and Contact Center?
UC (Unified Communications) is typically defined as offering at least some of the six communication elements below to a community of end users.
- Voice
- Conferencing – Audio, video and/or web collaboration.
- Messaging – voice mail messages embedded within an email format
- Presence and instant messaging (IM)
- Mobility options to portable or hand held devices
- Variable client options for desktop and browser based applications.
In addition to these primary components, clients now also need to consider additional applications such as E911 support, Multi-Media Contact Center, IVR, ACD reporting, and integrations to CRM’s or other mission critical databases.
Today there are hundreds of companies offering UCaaS (Unified Communications as a Service) or cloud-based solutions.
- How will you determine which vendor or provider best suits your firm’s short and long term objectives?
- Which cloud offering is most likely to survive and thrive in the current marketplace?
- Which cloud companies are offering the features and expansion that will meet your long-term growth plans?
- How geographically distributed are these companies, and can they continue to provide service in the event of substantial network outages?
- What is their service model and do they offer SLA’s?
- What is the true overall total cost of ownership (TCO) when evaluated over 3, 5, or 7 years?
Communication Strategies can guide you through the analysis and selection process to secure the platform that most closely aligns with your business objectives.
