Home Technology How elastic cloud infrastructure enables the use of unified communications tools

How elastic cloud infrastructure enables the use of unified communications tools

by James Vinse

Using cloud infrastructure and multi-channel methods to connect with customers and employees is the key to remaining productive during the workday, boosting efficiency, and avoiding water downtime.

Benefits of multi-channel infrastructure using unified communications

Multichannel infrastructure is a concept that used to be viewed as foreign but now is considered a must-have in the business world. Instead of using a singular channel method for omnichannel methods to communicate and collaborate, using multi-channel infrastructure with unified communications is key to productivity and efficiency.

Although numerous contact centers around the world have still failed to use unified communications like SignalWire, there are many benefits to using a multi-channel infrastructure to communicate with clients via voice, email, social media, and calls. Since customer satisfaction is paramount to keeping your business afloat and getting new customers, you need to think of ways to connect with your target market on a deeper level.

One of the best ways that businesses can connect with others is to provide exceptional customer service to every single person they come in contact with. One person who has a bad experience on the phone with a customer service representative can lead to a bad review online – causing thousands of customers to turn away in the future. Providing top-notch customer service is key to getting more clients and broadening your target market. But how can you do this using multi-channel infrastructure and unified communications?

Broaden the communication possibilities

One of the main benefits of using unified communications is to increase the number and scale of your communication possibilities. If you only have one method of communication between yourself and the customers, you may find that you are unable to speak to them, you can’t discuss new products, and they have trouble getting in touch with your customer service team for any complaints.

Even if you think that you’re doing your best in terms of communicating with your clients, offering only one method of getting in touch is causing your business to fail. In this case, you need to use multiple channels and unified communication to broaden your scope of connection and allow you to speak with customers on a regular and consistent basis.

By getting a complete understanding of how you can speak with customers via other communication methods, you can figure out the best way to do business.

Maximize agent performance

The next benefit of using unified communication with your agent contact center is the ability to maximize agent performance and efficiency. Instead of not being able to understand the performance of your agents, you need to use analytics and tools that can help you find out the performance of each individual. By monitoring performance and efficiency, you can see what’s working and what is not.

By maximizing agent performance, you can come up with a multi-channel infrastructure that uses unified communication for an easily monitored solution. By coming up with a singular application that makes it easy to manage your employee’s performance, you can then keep track of your thousand call center agents with ease.

The ability to keep track of all of your agents by using one application reduces the risk of excess complaints, questions, and queries blocking your communication channels. Keeping an open line of communication is key to figuring out what can be improved in the business.

Assign multiple tasks to one agent

By using multi-channel infrastructure and unified communications, businesses can assign multiple tasks and jobs to one agent. By keeping this organized and noted, it reduces the pressure of an agent to keep track of their tasks themselves, but increases efficiency by reducing wasted downtime.

The main benefits of assigning agents multiple tasks is the ability to prevent wasted time via multitasking, and the benefit of assigning some call center agents other tasks besides solely talking on the phone. Since some agents are better at communicating via customers on the phone and others are better at talking through other online methods, businesses that assign multiple tasks to one person can post their daily productivity and employee morale.


As you can see, using unified communication and multi-channel infrastructure is the way to boost efficiency and productivity in the workplace. By being able to assign agents multiple tasks, monitor performance, and increase communication possibilities, businesses can better connect with their employees and their customers alike. Facilitating open communication is the key to improving productivity and morale in the workplace!

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