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The Future of UCC and Business Process Integration

November 03, 2017

The Future of UCC and Business Process Integration

Value-added resellers (VARs) have a perfect opportunity to help their customers understand the trend of integrating business process automation with unified communications and collaboration (UCC). Benefits of this type of integration include time savings; consistent output, quality, and reliability; more immediate time to market; the capacity to produce metrics; and cost savings. This trend is just emerging in many organizations, but many VARs are unsure about how to explain the benefits of the integration of UCC and business processes.

The best way to start is to have a good recognition of what the customer’s processes consist of in today’s environment, as well as a strong understanding of what future goals are trying to be achieved. All departments should provide input and should have knowledge of how divisions communicate with each other on a daily basis. Once this information is defined, VARs can then effectively illustrate the benefits of business process automation and UCC integration to the organization.

Time Reduction Leads to Increased Productivity

Manual tasks can become time-consuming and often lead to inaccuracy because of human error. Automating these tasks into processes minimizes error, improves output, and, as a result, leaves time open to complete other important projects. By applying UCC, these automated processes can be further streamlined; for instance, when a product is shipped, notifications can be sent to the recipient, as well as to the account manager, so that everyone has been apprised of the shipping date.

Automation Creates Consistent Output

When tasks are automated, output becomes more consistent, providing clients the knowledge that they will be receiving high-quality, homogeneous production. Automation ensures security in output; for instance, if a company automates replies to customer inquiries through UCC tools, responses will be consistent both in content and in scheduling.

Quality and Reliability

Process automation creates quality and reliability. Quality is improved because each task is accomplished in an identical manner. As a result, companies can rely on their processes, which also makes their clients feel like they are getting the best quality available. UCC can be incorporated into the process automation to ensure that everyone is in the loop along the way.

Product Time to Market

Task automation allows organizations to reduce and streamline steps. Streamlining saves time and allows delivery to the market in a timely manner, providing companies with a distinctive competitive advantage. UCC can help support time to market, for instance, by having engineers in different offices conduct meetings via video conferencing in order to finalize designs and resolve issues quickly and precisely.

Reports for Performance Improvement

Automating processes allows for the establishment of key performance indicators (KPIs). These metrics can be used to monitor, report, and modify processes as needed for improvement. Access to timely and clear-cut corporate information offers organizations key information that can be used to ensure that success is imminent. For example, in a call center, KPIs can be established to indicate how long calls take to answer, the number of calls taken during a specified period of time, number of abandoned calls, and other factors, like agent satisfaction. These KPIs can all help show the value of a service center and allow management to evaluate objectives for improvement.

Cost Savings

Manual tasks are not cost effective; they require that companies spend more money and time to do them. Automation can allow companies to perform the same tasks faster, more easily, and at a lower cost than organizations that are still using primarily manual processes. Using the call center example once more, CRM platforms can be used to automate customer databases and then feed that information to call center agents. This way, more calls can be handled per hour, and records are up to date. All of this helps reduce cost in a business, improving profit, customer service, and productivity.

When talking with clients, VARs can discuss some of these examples to determine the need to automate certain processes. Customers are always looking for ways to make their businesses better, and VARs that can speak to their needs are likely to be successful and profitable themselves.

Does your company talk to customers about the benefits of automating business processes and how the integration of UCC contributes to success? Please comment below.