With any successful business comes the need for good communication and collaboration. Using tools such as business phones, video conferencing, chat/instant messaging, texting, and file sharing/management is a necessity for the functionality of a modern-day business. Having all these features separately is not only more expensive but it can be complicated to patch together.

Unified Communications as a Solution (or UCaaS) brings all these communication and collaboration tools together in one seamless experience for increased productivity and enhanced customer interactions.

An all-in-one cloud communications solution system like Intermedia Unite can save businesses money while also improving business processes, performance, and customer experiences. Benefits of Unite:

Cost Savings

• Allows businesses to cut down on the number of applications and third-party software solutions they use for business communication and have them all in one easy-to-use platform.
• Having an all-in-one cloud communications solution makes supporting a growing remote workforce more feasible and cost-effective.
• Businesses can easily scale up and down as needs change so whether a large or small business—they aren't paying for more than they need.

Increased Productivity and Collaboration Tools

• Keep employees connected with real-time communication options even when they are away from the office.
• Allows both employees and customers to communicate how they want, wherever they are with Desktop and Mobile applications.
• Eliminates repetitive tasks with automated workflows and processes, especially using Unite's industry-leading features such as AI Assistant, business text messaging, meeting transcriptions, and archiving.

Improved Customer Experience

• Businesses can manage customer interactions through different channels (e.g., voice calling, SMS, webchat, email, and WhatsApp), giving customers the choice to reach them the way they prefer.
• Customer-facing employees can easily collaborate with subject matter experts in the organization to quickly resolve customer inquiries.
• Contact Center features that include quality management tools like reporting, analytics, monitoring, evaluations, and surveys along with workforce management tools help ensure a good customer experience.

Increased Security and Compliance

• With Unite, users and their data are protected from any potential data breaches and cyber threats with secure datacenters, a certified security team, encryption, password management, and 2FA all with Triple Shield Security.

Increased Reliability

• Unite comes with a 99.999% financially backed uptime SLA so businesses don't need to worry about downtime.
• Seven years of J.D. Power certification for technical support services.

Retail

• Deliver Superior Customer Service
  • Engage on any channel, by moving between integrated phone calls, chat, SMS, and call center while minimizing transfers and dead ends with IVR.
  • Easily route calls from store to service agents elsewhere for better customer support.
• Maximize Employee Productivity
  • Never miss important calls or texts—plus manage call queues and easily collaborate from the back office to the store floor using our Mobile App.
  • Empower a more flexible, effective, and productive team that communicates anytime, from anywhere, and on any device.
  • Mobile communications allow for easy access to information about products, prices, promotions, and stock levels to immediately respond to common customer queries.
• Improve Operational Efficiency
  • Cloud-based communications platforms give you complete visibility and control over all your phones across all stores, making it easier to manage and service every communication you need.
  • Save money on hardwired phone systems that are expensive to maintain and harder to move.

Education

• Streamlined Communication Tools
  • Mobile communication allows easy access to information about attendance, grades, and schedules to immediately respond to common student or parent queries.
  • Whether assigning homework, scheduling a parent-teacher conference, or running a PTA meeting, your parent, student, administrator, educator, or board member gets the same seamless user experience.
• Student and Staff Productivity Increase
  • Let your teaching staff worry less about the behind-the-scenes admin tasks and more on teaching.
  • Connect from anywhere anytime, with online meetings available for remote classes and easy-to-use collaboration tools such as screen sharing for easier and more productive meetings.
• Privacy Benefits
  • Allow teachers to have the ability to field parent calls, and student meetings, without having to reveal their personal phone numbers.

Healthcare

• Deliver Exceptional Patient Experience
  • Integrated with most major electronic health record (EHR) systems.
  • Rapidly verify patient identification and route calls to the right staff or department.
  • Provide self-service options for finding common information or handling routine tasks using IVRs and intelligent routing.
  • Minimize no-shows, increase medical adherence, and reduce revenue cycle with proactive voicemail, text, or email reminders for appointments, prescription refills, and outstanding bills.
  • Give the patient the choice to communicate how they want, with the ability to move between integrated phone, chat, text, video, call center, and email.
• Maximize Staff Productivity
  • Our integrated cloud communications platform is available virtually anywhere supporting a remote and hybrid workforce, allowing for virtual medical exams and answering calls from home.
  • With Artificial intelligence-enabled communication systems, your staff-patient communications can be automatically transcribed, redacted, and even summarized making future reviews a snap.
• Improve Security, Efficiency, and Compliance
  • Operate with HIPAA-compliant security with our services that are designed to meet the privacy and security requirements for Protected Health Information (PHI).
  • We support compliant data encryption and retention and ensure your records are easily searchable and accessible.
  • Mobile workers are ensured privacy with mobile apps extending business numbers to mobile devices while keeping your team members' personal phone numbers private when they are routing or returning calls.

Businesses consider purchasing Contact Center software when it becomes harder to manage the volume of inbound customer communications and they start to miss more calls, experience higher hold times, and lose customers to their competition. Businesses also purchase Contact Center services to differentiate themselves from their competition. They want to offer more communications channels, self-service options, and better personalization so customers choose them over other businesses.

While there are great benefits from using Intermedia's Unified Communications software (called Unite) and hosted Contact Center together, it's not required. Contact Center can work "over the top" of your existing UCaaS or on-premises phone system.

More businesses want to integrate their UCaaS and Contact Center software to simplify their call communications tech stack down to one application for employees. It also improves customer experience since customer-facing employees can easily collaborate with subject matter experts in the organization to quickly resolve customer inquiries. Businesses can also capture significant savings by purchasing their communications support from one provider.

With Intermedia Unite, you get access to continuous state-of-the-art business communication tools that include the latest advances in security at their core. Intermedia’s Triple Shield Security is a comprehensive, enterprise-grade cybersecurity solution that zeros in on potential security vulnerabilities across communications channels – protecting user access, securing applications, and defending the cloud. Its powerful, multi-layer combination of sophisticated password management, data encryption, next gen anti-phishing protection, highly secure and monitored datacenters, and much more helps guard your business communications against cyberattacks.