Conversations through email, project management applications and collaboration rooms can work effectively for remote and hybrid teams. Yet, there are many scenarios where real-time discussions are required to ensure a department or even an entire organization is up to speed on strategic initiatives.
Video only calls aren’t always practical for every scenario. For many businesses, finding a secure, reliable, high-performance enterprise voice communications solution is crucial for sharing information with internal and external stakeholders.
For example, many companies have adopted “town hall” discussions for their geographically dispersed teams to support remote team communication. Many C-level executives use one-to-many voice calls to update employees on monthly, quarterly, or annual business performance. Others use cloud-based voice platforms to share financial performance and forecasts with investors and analysts. Of course, there are countless use cases for one-to-one or small-team voice calls, such as sales, customer service, and partner relationship management.
Several innovative enterprise voice solutions in the marketplace will suit your business needs. You may already have one, two or more in use in your organization, and you could be seeking ways to make them work harmoniously. By entrusting your enterprise voice communications needs to an experienced managed collaboration services provider with expertise across multiple services and platforms, you can be sure you can deploy, integrate, and manage your needs over the long term.
Common Challenges of Enterprise Voice Communications
Traditional voice networks that operate with an on-premise, physical private business exchange (PBX) system can be costly and time-consuming to maintain. Leading cloud-based enterprise voice services are not only more affordable, but they are highly flexible, reliable, scalable, and secure which fully supports remote team communication.
What’s more is that they address the following common challenges of traditional voice systems:
Integration Complexity
Many organizations have implemented enterprise-wide platforms for customer relationship management, finance and operations. The cost and complexity of integrating traditional voice networks with platforms like Salesforce.com, ServiceNow and Microsoft Dynamics are prohibitive. Many companies, especially services like Zoom Phone, have pre-built integrations for these and other common digital platforms.
Poor Call Quality
Due to aging infrastructure, many conversations that travel across analog phone lines have static on the line or are prone to dropping at the least opportune times. If your company is bringing together your partners, investors, or employees on a phone call, it goes without saying that clear, uninterrupted digital voice delivery is critical at all times.
Leading voice over internet protocol (VoIP) platforms like Zoom Phone, Webex Calling and Microsoft Teams voice offer feature-rich, stable, secure voice communications services. As long as all participants have reliable internet connections on their computer or mobile device, they shouldn’t experience interruptions or miss out on anything shared during your scheduled or day-to-day conversations.
Leading remote team collaboration platforms like Zoom offer conversation quality scoring and automated monitoring so participants can identify any conditions that degrade their interaction quality.
No Tracking and Analyzing Communication Data
Many traditional telecommunications systems either have complex reporting systems requiring deep technical knowledge or don’t offer performance tracking or communication data analysis tools.
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Solutions for Effective Team Voice Collaboration
Enterprise voice communications platforms like Zoom, Microsoft Teams and Webex offer reporting features for administrators to monitor KPIs like:
- Volume of active, inbound and outbound calls on a call queue or per employee basis
- Average talk time
- Call quality statistics
- How long calls are placed on hold and the average speed of answer
These kinds of call metrics have been around for decades. Enterprise voice services now offer artificial intelligence-enhanced conversation analytics to identify keywords in phone discussions and analyze speaker tone. Conversational intelligence can find patterns that set top-performing sales and customer service representatives apart from their peers to identify candidates for team leadership or coaching.
Yorktel Can Help Improve Your Organization’s Voice Communication
Selecting an enterprise voice communications or collaboration solution (or multiple solutions) should be considered a long-term strategic initiative that requires commitment from your leadership team to your newest employees.
As a managed collaboration services provider leveraging partners with leading unified collaboration and enterprise voice solutions, Yorktel has a wealth of experience deploying, integrating and maintaining services for medium to large organizations across many industries. As a consulting firm, we have deep expertise in helping businesses foster the adoption of these services to keep their remote or hybrid workforce informed, engaged, and motivated.
If you have an enterprise voice communications initiative on your horizon and need a managed collaboration services provider or consulting partner, contact Yorktel to establish a roadmap for success.