Our modern lives are packed with many different ways to communicate. The problem is, all those separate ways of connecting – fixed voice, mobile, video, chat, email, SMS, social and more – are just that; separate.
So, which is the ‘best’ solution? The answer; all of them. Together. Seamlessly integrated in to one place – a single environment, accessible from anywhere, that gives us flexibility, control and convenience while expanding productivity and performance.
That is what we call Converged Contact Solutions and it is already here.
In recent years, the term ‘unified communications’ or ‘UC’ has been has been an industry favourite and until recently, we have followed that line here at Enreach. UC is a catch all that describes the technology, but in our opinion, misses one super important factor… People. The technology may be the enabler but it is us, social, inquisitive, ambitious, creatures that make meaningful conversations matter.
The word contact describes speaking, meeting, writing, touching which is why we want that crucial aspect to be at the centre of how we talk about what we do. Converged Contact Solutions are about people and business, not technology. We want people to focus on doing what they do best and not be held back by the tech.
With Converged Contact Solutions collaboration is enriched, shared experiences are as good – or even better – as being together in the same room. We are all increasingly untethered from our desks and the functionality of a traditional office, so the new digital workplace needs to be effortless, intuitive – with identities managed across locations, devices networks and applications. It’s technology on your terms with the only restrictions defined by you.
Making Everyday Contacts Matter
Here’s an example of how Converged Contact Solutions could work for your SME business. You are in a Teams meeting, and because the system knows you are unavailable, all calls to your mobile or desk-phone are automatically routed to voice mail. Alternatively, the system sees the call is from a customer and routes it to a colleague to assist, accessing crucial details on the CRM triggered by the caller number. So, you are not distracted, and the customer is kept happy.
Throughout the day it is also simple to switch between contact channels. For instance, you have an online chat with a customer about a current order, and it becomes clear that a voice call would be better. So, you switch the chat to voice and have instant on-screen access to the order’s details. You can even add in video and screen-share. The whole conversation is also captured into a centralised workflow.
Finally, you are on the train on the way home. It has been a long day, but you still have some important calls to make. First, you call a customer from your office extension number from your mobile. Second, you call a colleague just using your business mobile ID. Third, you call your kids using your personal ID to let them know you will be home in half an hour.
Making Converged Contact Solution a reality
Converged Contact Solutions is not some futuristic concept. It is what our company vision is built around. Thanks to our rapid innovation techniques and the Enreach Up platform we have the foundations in place to continually evolve and expand.
Through our buy-and-build strategy, we have been working in the background on our Converged Contact Solutions vision for some time and have brought together some of the best technologies and minds in the industry to make it happen.
We are uniquely positioned to deliver Converged Contact Solutions because of the breadth and depth of telecom services, contact centre functions, productivity tools, mobile expertise and connectivity. IT and Comms have become increasingly inseparable, so Enreach customers can enjoy one seamless technology experience, alongside our mobile first approach, giving people the freedom to work better from anywhere, at any time.
Our platforms are partner friendly and integrating with third party apps and software to suit the needs of individual customers, wherever they are based, has been the objective from day one.
We truly believe Converged Contact Solutions is the start of genuine shift in how we communicate, collaborate and work. We’re making the technology invisible but the benefits plain for all to see. Get in contact via the chat widget in the corner of your browser, our contact form or drop us a line and let’s talk about how we can help you work wonders.