Connect your office and team on a single system. Meet, message, and call from any location.
A unified communication system is all of your communication through a single service.
Looking to see if a unified communication system is the best solution for your business? You have come to the right place. On this page, you will learn:
- What is a unified communication system?
- What are some use cases for unified communication systems?
- What is an example of an industry that will benefit from a unified communication system?
- When does your business need a unified communication system?
- What is the difference between a unified communication system and VOIP?
- What are the benefits of a unified communication system?
Do you have questions about a unified communication system for your business or just ready to buy, contact us or fill out the form to your right.
What is a unified communication system?
With a unified communication system, you can get it all as a single service (graphic)
- Voice & Telephony – Desktop, mobile, pc-based and video telephone
- Conferencing – Audio, video, and web conferencing
- Presence and Instant Messaging
- Desktop, Mobile, Browser, and embedded Client
- Applications – Collaboration, administration, and contact center
- Communications – Enabled business processes
What are some use cases for a unified communication system?
There are several use cases for unified communication systems. Some of them include businesses that use remote teams, have multiple locations, and provide extensive customer service, amongst others.
Remote teams are popular amongst are popular in software development, marketing, finance, and others. This involves using teams that are often located in other areas, time zones, countries, and continents.
Managing remote teams often involves very close, if not constant, supervision and communication. Unified communication systems enable the home business to communicate with the remote team or teams in the best way whenever needed.
This same logic also applies to a business with multiple locations. This can be one where this is a home office and the other locations spread about geographically or one where all offices are equal, so to speak. Like the use case for remote teams, a business with multiple locations will also require frequent and ongoing communication between locations.
A unified communication system facilitates that communication through several different tools integrated into a single communications platform.
Sales, customer service, and support increasingly occur online through the Internet, email, chat, social media, video conferencing, and yes, voice. Unified communication systems integrate these tools into a single system that, when combined with powerful software applications, creates a seamless experience for both customers, prospects, sales, and customer service teams. Some of these software applications include a call center solution combined with a customer relationship application (CRM).
What is an example of an industry that would benefit from a unified communication system?
Generally speaking, a sales organization or one that provides a great deal of customer service and support would benefit from a unified communication system. Specific examples of industries or types of companies that would benefit from a unified communication system include auto dealers, large technology companies, and finance companies.
When does your business need a unified communication system?
If your business is a sales or customer service type organization, you may benefit from a unified communication system. If you use remote teams or have multiple locations that you communicate with frequently, you may also benefit from a unified communication system.
What is the difference between a unified communication system and a VOIP business phone system?
A unified communication system integrates several different communication tools such as messaging, chat, video, audio conferencing, and voice into a single seamless communication platform. In contrast, voice alone through the Internet would be through Voice Over Internet Protocol or VOIP, or a cloud-based phone system.
Benefits of a unified communication system
- By integrating. your digital communication channels, you can reduce your costs
- Increase your productivity and mobility
- It is completely scalable to your business needs supporting from 5 to 10,000 users across 128 locations, growing as your business grows.
- Many are based on open standard SIP (Session Initiation Protocol), such as Linux.
- Long gone are the days of servicing your communication systems, we handle everything including installation, maintenance, and training.
Features of a Telesupply MX Unified Communication System include
- Unified Communications client for Windows, Mac, and Linux
- Complete Contact Center with customized reporting
- Visual voice mail
- Integrated fax server
- Presence and instant messaging
- Active Directory/LDAP support
- Unified messaging
- Automated Attendant with IVR (Interactive Voice Response)
- N+1 redundancy and cross-site failover
- Smartphone integration for iPhone® and Android®
- Seamless multi-site integration
- Centralized management
- Enterprise Session Border Controller (E-SBC)
- Historical archiving of call recordings, instant messages, voice mail, fax mail and call logs
- All Telesupply IP Phones support remote workers without requiring a VPN
- Find Me/Follow Me/Simultaneous ring
- User friendly administration interface
Benefits of Working with TeleSupply
- We sell business phone systems customized to your needs. If you need a phone, we can sell that to you as well.
- When you buy from us, you get 28+ years of knowledge, experience, and training.
- While telecommunications is global, our service is local
- 28+ years of business phone system consultation, sales, installation, service, and training.
Don’t take our word for it, see what our clients say…
EXPERIENCE AND SHARPENED SKILLS
Telesupply brings the experience and sharpened skills together with today's technologies helping businesses to reduce costs, increase productivity from their team, and even make companies more competitive in their industry. Telesupply delivers high value to their customers through their team providing excellent service and positive business solutions.
Regional Sales Director West
RELIABLE AND EFFICIENTWe have worked with TeleSupply for several years now. They are reliable and efficient. We used them for a big project when we moved into our new facility to create a computer room and run drops in all the new offices. Definitely recommended! Flor Lazcano
SYSTEM HAS BEEN FLAWLESSWe have had a 6 phone business system with Telesupply for the past 3 years. The system has been flawless. The tech support at Telesupply has been great. Whenever we needed them, they have been prompt and efficient. Another great plus for me is that they are a local company and they can response on-site if needed.So far we have not needed them to come to our office. They can take care of most problems from their central office. Emanuel Grain
Telesupply Integrated Contact Center collects and collates contact center statistics including current agent status, the length of time spent in said status, the number of calls currently in queue as well as average and max wait times for these calls, the statistics on all answered and abandoned calls including the length of time the caller spent waiting before abandoning the call, and even call-back requests and completion are tracked by the system. While using Telesupply SuperView™, Supervisors can see an inclusive real-time report on the status of all agents and calls in a single window while maintaining the ability to make calls without switching screens. The statistical information can then be used for labor optimization as well as better management thanks to up-to-date knowledge of each agent’s availability.
SuperView allows supervisors to set up notifications to alert when service-levels or thresholds have been exceeded, whether it’s a queue overflow or scarcity of available agents, when a preset condition is met, a pop up window will appear on screen to warn the supervisor that the situation might require direct action. There are two colors for alerts, yellow and red, allowing supervisors to set varying levels of emergency. The problem field will be highlighted in the color matching the alert to quickly draw attention.
Telesupply’ Unified Communication clients, ZAC and MXIE, allow employees to manage their corporate communication from an intuitive interface available on PC, Mac and Linux. The Integrated Contact Center (ICC) solution is incorporated into the office phone system. The employees can easily get a hold of their coworkers: send instant messages, frequent corporate group chats, start audio conferences, and quickly judge the availability of coworkers from their Presence state. All these features and more are accessed from a single interface, with no need to juggle multiple technology vendors to collaborate across teams.
The visual interface makes handling multiple calls a breeze. Integrated Fax option makes it easy for all the employees in the customer service department to access the incoming fax messages and save paper.
On the phone with a customer, agents can take notes in a special notes popup, called Call Attached Data (CAD). It can take the form of free-style notes or a pre-set questionnaire. If this call is transferred or the customer calls back later, the notes will pop up again. No need for a frustrated customer to repeat their request. CAD can be edited with updates on the case even long after the call is over.
Telesupply Integrated Contact Center (ICC) solution includes a web chat feature which allows customers to chat with support on the company website instead of calling them. The system makes sure that if an agent is on a call, they he won’t be bothered by any chat messages or vice versa. All the incoming customer questions—regardless of whether they are web chat messages or phone calls—are answered in the order they came in and no one is left waiting too long.
Customers can leave a voicemail that holds their place in line rather than wait on hold for the next available agent to become available. Eliminate frustrating waits for customers as they go on with their day while they wait for a call center agent to speak to them.
SuperView™ is a powerful tool, where ICC supervisor sees real-time statistics on multiple departments at the same time. SuperView is accessible through MXIE Unified Communication client or through a web browser, which requiring no installation.
Supervisors can set up multi-level alerts based on multiple criteria and know immediately when a call group is on the verge of a problem, and reallocate people to help on the fly. Managers can oversee the caller queue in the same interface. They can assign calls to a specific support agent, or barge-in, whisper or silent monitor their employees. For high-priority customers, the supervisor can move a waiting call or message to a higher position in the queue.
Automatically record all phone calls and archive these recordings for an indefinite amount of time. When taking down sensitive information—like credit card or social security numbers—employees can easily pause the automatic recording to protect their customer’s privacy.
Alternatively, record on-demand. For on demand recording, pressing the record button at any time during the call will capture the call from the very beginning—so no need to worry about losing an important part of the conversation because an agent didn’t press the button fast enough.
The achieved calls include Call Attached Data notes. All calls, voicemails, faxes and web chat messages are stored together in Telesupply’ MXarchive.
With access to ZAC and MXIE clients, employees can communicate with people both inside and outside the company as easily as if they were sitting at a cubicle in the office as long as they have access to Wi-Fi. Employees on the road can utilize Telesupply Mobile Communicator application available on iPhone and Android devices.
You can run reports based on Integrated Contact Center’s historical data to analyze the business’ productivity and improve operations with Telesupply’ MXreport feature. It comes with preconfigured report templates, but can also be customized to better fit specific business needs. Make educated decisions based on historical data to save on expenses and optimize workflow.
Telesupply phone systems are a software-based product that scales to 10,000 users, so all the employees at the enterprise can be connected into a single communication system. With no additional hardware required, you can add new agents or supervisors when necessary with minimum amount of hassle.
The Telesupply MX platform is built on Open Standards including SIP, MySQL, VXML, CSTA, TAPI, SYSLOG providing the ability to integrate ICC with Salesforce.com, MS Outlook and other 3rd party applications.
Using Microsoft Telephony Application Programming Interface (TAPI), MXIE Users can click-to-call directly from popular Customer Relationship Management (CRM) programs, including Microsoft Outlook or, using the ScreenDial™ feature, from any other document. ScreenDial lets users call from any application, allowing them to conveniently dial directly from a CRM, an Electronic Medical Record (EMR), a Word or Excel document, or a website.