Top 10 Technologies That Changed Business Communications
Posted by Casey O'Loughlin on October 30, 2018 5:00 am
Sometimes it’s important to take a step back and consider all of the amazing resources that we have at our disposal today in the enterprise communications space.
Whether you are a business that is in the market for new technologies, or a channel partner looking to drive sales, there has never been a better time for enterprise communications. It’s amazing how far we have come in the last few decades.
With this in mind, we put together a list of the top 10 technologies that changed business communications:
Line Pooling & Bursting
In the past, businesses were forced to purchase many different telephone lines for each branch location. This process was both inefficient and expensive. Thanks to the advent of line pooling, businesses can purchase smaller numbers of virtual lines and share them among branch locations as they need to. In addition, if they ever spontaneously need more lines, these can be dynamically generated in real-time so that callers never have to hear a busy tone. This strategy can help businesses save a great deal of money while allowing them to maintain strong and reliable communications.
System-wide Call Recording
Call centers have been recording customer conversations for years, for both legal and quality control purposes. Now, businesses can reduce risk and reliability by integrating system-wide call recording. This solution allows administrators to select which lines have the ability to record calls, making it harder for unauthorized individuals to record information. It also makes it easy and secure to store calls. Call recording can be used for regulatory needs, employee training, customer service, and more.
Remote work is a top demand for employees today, and it’s become much easier for employers to allow it thanks to presence technology. With presence technology, team members can receive instant status updates informing them where team members are, and whether they are available to speak. This can save a great deal of time and frustration.
Back in the early days of enterprise communications, businesses were at the mercy of their data centers and local service providers. Lengthy and expensive outages were all too common. Now, however, businesses can invest in disaster recovery services that allow for offsite storage and seamless failover in the event of an outage. So if a storm rolls through and knocks you offline, it’s possible to remain up and running. This is a game-changer for business communications.
With the advent of Voice over Internet Protocol (VoIP), businesses can migrate off of the publicly switched telephone network (PSTN) and use an internet connection to have calls and even video conferencing. VoIP can save money, enable portability, increase flexibility, and enable higher quality customer conversations.
Businesses are no longer at the mercy of using expensive legacy communications infrastructure. Now, they have options. Yesterday’s premise-only systems have been replaced by the ground-breaking Hybrid solutions, with cloud-based VoIP services delivered over an ultra-reliable (and small) on-premise connection manager, or through exclusively Cloud systems. In addition to these two main platforms, solutions often include features such as SD-WAN or 4G LTE Failover for additional functionality.
UC works even better when it’s supported by software-defined wide area networking (SD-WAN), a strategy that grants network administrators the ability to view and manage network traffic across an entire distributed enterprise. With SD-WAN, it’s possible to set policies and ensure that critical communications services have adequate amounts of system resources. SD-WAN is one of the most transformative communications technologies that we have seen to date.
More and more communications technologies and applications have come to market, meaning teams are now overloaded with disparate solutions. For this reason, many businesses are integrating Unified Communications (UC), a strategy that centralizes multiple services like telephony, fax, video conferencing and more into a centralized, web-based platform that can be accessed from any location. UC can improve collaboration, eliminate time waste and boost productivity.
Businesses today are finding their employees are increasingly overwhelmed by the many technological tools they need to use to accomplish their daily tasks. As helpful as they are, employees may be juggling as many as five or more tools such as email, word processors, spreadsheets, Customer Relationship Management platforms, chat tools, mobile applications, and more to get all of the data they need. Constantly switching between these disparate systems can be a significant time waste, as well as frustrating, which has led to the need for integration services. For many companies, their communications system serves as the backbone of all of their operations. By integrating their favorite third-party applications, businesses have the advantage of reducing app overload and seamlessly accessing all of their data in one place.
Full Spectrum Communications
The concept of “Full Spectrum Communications” is still relatively new to the communications industry. The idea is that every communications need can be met by a single provider who is equipped to offer the technology and support businesses need to be successful. Unified Communications is just one part of the equation--the rest of it is found in the services such as installation, integration, tech support, and more. For a system to be deemed “full spectrum” it must be able to be completely scalable, customizable, and flexible enough to meet the needs of any business.