10 Reasons Why Unified Communications Can Create a More Efficient Public Sector
It creates a service that adapts to your needs
Unified Communications (UC) is a service that Public Sector institutions can use to provide effective and efficient voice and Internet communications on a single software platform. The system offers a range of services that can be added (and removed) as required, easily adapting to the needs of the institution and the requirements of a variable workload. Today more than ever, IT forms the backbone of Public Sector organisations, allowing the public to get in touch with their local representatives, and enabling collaboration between Public Sector staff. UC offers these organisations the chance to modernise the service they provide at lower running costs and with the option to use services on a Pay-As-You Go basis.
It offers a Contact Centre that can manage thousands of calls
Using the most modern VoIP (Voice Over Internet Protocol), Unified Communications can create a local Contact Centre for public organisations at 80% lower costs than by running physical telephone networks. This is achieved by using existing computer servers to create a virtual telephony network where calls are free to the user. With greater capacity, the system can manage thousands of calls at once, enabling a higher rate of successful call resolutions and the elimination of lost calls. Another significant advantage of UC is that the single software platform means that users can see who is available at a glance from their displays, so staff can route calls to the most appropriate person instantly. The system will deliver better customer service and also enhance the morale of staff who will find it easier to successfully resolve enquiries.
It avoids investment in expensive new infrastructure
UC services can use the existing hardware and physical infrastructure of an organisation to create an integrated, modern communications system. It does this by using open software solutions to bring together everything in one place. The platform is compatible with a range of communication software (e.g. Email, text, voice calls, video conferencing, Instant Messaging etc) on a range of devices and can easily adapt to new technology and the changing needs of the organisation. UC services can be accessed using existing telephones, Smartphones, tablets, laptops and desktops, meaning there is no need to start from scratch when installing the system. In addition, implementation can be achieved rapidly and without the need to get rid of current equipment, because all that is required is software installation.
It creates a flexible workforce
Unified Communications offers a range of services that can be changed to suit the organisations needs, and which can adapt to changing periods of demand. This flexibility avoids a waste of money and resources, enabling organisations to achieve cost savings without compromising on service. In the same way, the UC user-friendly software platform is accessible from any electronic device, allowing much more flexible working patterns for Public Sector staff. With a single contact number and email address, staff can access calls, documents and messages on the go, from the office, or working from home.
It is Accessible in one user-friendly system
All communications, of whatever sort (email, voicemail, Instant Messaging or video conferencing) can be accessed from a single point of access, so a missed call to the office phone can be returned from a Smartphone or a tablet can be used to join an important video conference when out of the office. The smart UC technology also transcribes voice data and stores it securely so that meeting minutes are instantly stored and circulated to the relevant recipients. All documents, messages, email and other data are fully searchable and can be stored securely in the Cloud or on a physical server, with restricted access for authorised users.
It brings savings as standard
Using a Unified Communications service means efficiencies across the board for Public Sector organisations. This could mean that hot desking becomes the norm for many teams and less office space is required. The greater efficiency of a single IT platform means that the system can adapt rapidly to change as it happens, whether this is during a major incident or a predictable fluctuation in work levels. UC enables Public Sector bodies to make the most efficient use of the resources that they have and enables them to achieve more for less.
It offers a better service to the public
A UC Contact Centre services make it straightforward for members of the public to get in touch with those who manage local services, with a single contact number for departments or individual members of staff. The integration of mobile devices means that staff are accessible anytime, anywhere during the working day so queries can be addressed without delay. The integrated IT platform allows members of the organisation to see who is available to answer queries, so that calls can be resolved on first contact and there is no need to ask callers to call back later. With fewer calls lost and greater call capacity, UC offers a better, more efficient service to the public.
It offers improved work satisfaction for staff
UC offers public organisations an easy way to enable flexible working, more positive interactions with the public, and the ability to choose the right means of communication in the moment. As a result of greater choice and flexibility, its services offer improved work satisfaction for staff. Its single access, user-friendly platform means that team working and engagement is greatly enhanced, no matter where or when staff are working. In addition, teams can collaborate using a single workflow which updates in real time so all members of the team have the latest documents and communication. This workflow enables staff to balance family commitments or work on the go, encouraging greater accountability and a proactive approach to problem solving.
It enables smarter working
With the option to include CRM services within UC, public sector managers can collate data on the services they provide and use this information to further improve them. Collated data can show the call volume patterns to a particular department over a period of time, or a 24-hour period, perhaps resulting in a change in working patterns to manage demand, or the identification of training needs for the workforce. UC services can help Public Sector organisations understand the services they provide more clearly, and help them to adapt to needs of the modern world.
It’s up to date and future-proof
Because of its use of virtualization technology, Unified Communication services can be kept up to date without the need to slow or shut down for system updates. This means that the service is seamless for staff and the public, and is reliable for use in situations where a system shutdown could prove dangerous (for example for the emergency services or police.) At the same time, the open software used in the system can adapt to the future technology needs of the organisation, so that it is always current, secure and fit for purpose.
For more information, contact UC&C to find out about the services they offer.
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