According to the Office for National Statistics, almost 1.7 million people in the UK work from home. This amounts to approximately 5% of the 32.6 million working population. The report also states that 8.7 million people have worked from home at some point in time.

Though several companies are still getting accustomed to the shift to remote work, this report proves that the remote environment was always a part of our working culture. 

However, there are a few challenges that businesses face when working from a remote environment. One such major hurdle is maintaining cohesion among the team members. 

Many companies prefer to have a hybrid workforce model that blends both on-premise and remote working. In this scenario, remote workers may feel isolated. Thus, such a situation needs a specific approach that weaves together the different parts of your business.

Unified Communication as a Service (UCaaS) is a cloud-based communication system that offers a holistic view of the various moving parts of the business.

Let us delve into its intricacies for a better understanding.

What is Unified Communication as a Service (UCaaS)?

As the name suggests, this communication system breaks through silos and facilitates the free flow of communication across departments of a company. It comes with state-of-the-art features like voice telephony, video and audio conferencing, and real-time messaging, and instant data and file sharing, thereby aiding friction-free communication across the organisation.

Here are a few ways UCaaS helps a remote team work efficiently and successfully.

1. Helps maintain a secure work environment

The security of critical business information is a major concern when your employees work in a remote set-up. They’ll be using different devices with a higher possibility of connecting over insecure public networks. This may pose serious security threats to your business data.

As unified communication systems are cloud-based, they are completely handled by cloud service providers who implement stringent security protocols for remote workers. A few of them are as follows.

• Multi Factor authentication: Here, access is provided to authorised persons using more than one authentication technique—like using OTP and passwords.
• Role-based access for all the employees: You can only access the data that is necessary for your tasks while high-security information is protected. 
• A strict password policy is imposed: Employees are not allowed to share passwords to confidential information. They’re also advised to regularly update their passwords, as per guidelines for creating secure codes. 
• Remote workers are asked to connect over a Virtual Private Network (VPN). This allows for easy monitoring and tracking of user activity. Also, it becomes easy for supervisors to detect suspicious activity.

Adhering to these security practices helps develop a secure remote environment. This supports a risk-free working space, showcasing your business as a reliable one, and attracting customers.

2. Improves collaboration

Collaboration is an important part of the remote ecosystem. It is mandatory to take specific measures so that remote workers do not feel left out. The unified communication system enables you to do this. It comes with several features of video conferencing and messaging apps. This helps your team members stay connected even in a distributed environment. 

Advanced features like voicemail messaging and screen sharing helps the team reach out to a supervisor or a colleague in case they need urgent clarification. Conferencing options help create a one-to-one personal impact even in a virtual setup. Meanwhile, you can conduct periodic reviews and discussions remotely with video meetings, thereby bridging any communication gaps. 

These collaboration tools can also be used to arrange team-building activities. Remote employees can participate from the comfort of their homes while getting an opportunity to mingle with their colleagues working from the office. This paves the way for a collaborative and successful working ecosystem.

3. Streamlines business processes

Connecting across the different departments of your business is important. A unified communication system enables a streamlined flow of information. This eliminates the chances of resource dependency and data stagnation. 

Consider an example wherein a customer has provided negative feedback about the services you offer. A faulty product was delivered to them and they’re unable to get a refund. Despite trying over multiple channels of communication, they couldn’t connect to the right agent. 

In the case of a traditional communication system, the customer will need to explain the problem all over again when they do connect with the right executive. This will agitate them further and lead them closer to opting out.

However, with the help of a unified communication system, your representative can view the customer’s previous interactions across multiple communication channels. He can consolidate all this information on a single page and understand the situation better. Realising the urgency and mood of the customer, the agent can provide the best-suited resolution, like an immediate refund, or spontaneously escalate the issue to a supervisor. 

This streamlined flow of information not just saves time and eliminates repetitive, mundane tasks such as obtaining customer information but also helps retain customers.

4. Enables communication continuity

UCaaS enables the integration of information. That is, your employees can remain on the same page, access the same information, and work simultaneously on documents irrespective of their location or the time of the day. Remote workers and employees from the office can collaborate, share files, edit, and transfer data seamlessly. This capability helps improve the efficiency of business processes and deliver better customer experiences. 

5. Provides better flexibility

A commendable advantage of unified communication systems is flexibility. Bring Your Own Device (BYOD) has become the new normal. This refers to your employees being able to use their own devices at work. No longer do they have to stay glued to their desks—they can work from anywhere around the globe and even on the move. Furthermore, this capability allows employees to support business processes across various time zones.

Unified communication systems integrate different communication channels to facilitate work. Your remote workers can use text messages, audio, video, social media platforms, and emails to connect with customers. This will help your brand augment its reach and meet varying customer needs.

These systems come with state-of-the-art scalability. That is, the number of resources and infrastructure used can be increased or decreased based on changing demands. 

For example, if you’re a small business that receives a sudden requirement from your client involving the migration of an existing tool to an updated technology interface—you need to be able to accommodate this quickly and expertly.  

Your service provider can provide you with these resources for the period of the project. Cloud-based UCaaS functions on the pay-as-you-use-model. This means you will need to pay additionally only for the extra resources you have used. This flexible model enables you to meet customer needs cost-effectively.

6. Helps control costs and focus on core business

Cloud-based unified communication systems play an important role in slashing down upfront investments on infrastructure. Traditional communication systems involve expenditures like the purchase of equipment and software. 

However, UCaaS is managed by your cloud services provider, who will evaluate your work environment and equip it with the best suitable infrastructure in alignment with your organisational goals. 

For example, if your business has a hybrid work model, you’ll be equipped with the required devices to accommodate your remote workers. This will include endpoint protection and flexible methods like using a UCaaS system across your company. 

When you cut down costs on equipment and infrastructure, you are automatically able to focus more on your core business and direct funds to improvise customer-facing processes. This results in happy customers and a successful business strategy. 

Wrap up

A holistic view of information is pivotal for the success of businesses. With many companies opting for remote ecosystems, it has become a necessity to integrate business processes. Unified communication systems empower businesses to do this and much more. Adopt UCaaS and transform your remote workforce into your customer success strategy.

For any further information, you can contact us at 1888-859-0450 or [email protected] and our agents will be happy to help.

Currently, we are witnessing one of the greatest logistical challenges of our time—the distribution of the COVID-19 vaccine across the globe. While the prospect of an effective vaccine brings with it a lot of excitement and hope, the reality is that distribution companies have quite a lot of roadblocks to overcome. 

Businesses are taking different measures to ensure that the drive runs smoothly around the world. And UCaaS and CCaaS can greatly aid this process. Wondering how? We’ll tell you in a bit. 

First, let’s understand the difference between these communication types.

Differences between CCaaS and UCaaS

CCaaS and UCaaS are business communication technologies. They both operate through your hosted phone system, meaning all you need is an Internet connection and a compatible device to set them up. 

These are both really powerful tools that help you deal with day-to-day operations. You can ensure seamless team communication with UCaaS and encourage collaboration even when people are located miles away. Needless to say, collaboration enables you to benefit from your staff’s combined knowledge and inputs, and makes it easier to solve complex issues.

With the addition of CCaaS, you can ensure that customers receive great service every time they contact you. Your agents can work from anywhere and still offer the same level of service through their hosted phone systems. They can also keep customers informed and even convert leads to sales from their own homes, even through a global pandemic!

So, while UCaaS can take care of all internal communications, CCaaS services can improve your outreach and customer interactions. Now that we know the difference between the two systems, let’s take a look at how each of these can help with the rollout of the COVID-19 vaccine. 

How can UCaaS and CCaaS help with the COVID-19 vaccine rollout?

These communication systems help you work collaboratively—a key part of solving the logistical challenges. For the vaccine rollout to be a success, people need to work together, whether it’s in hospitals, distribution centers, transport, or anywhere else for that matter. All of this is possible with the capabilities of UCaaS and CCaaS.

Working from their own devices, staff spread across the world can connect with their colleagues to coordinate processes, arrange staff cover and facilitate glitch-free vaccine delivery. You can eliminate any unnecessary delays caused by the lack of coordination or miscommunication. 

As some vaccines have strict temperature requirements, time is of the essence. You need intelligent and reliable communication software to ensure everything runs smoothly. This is what UCaaS and CCaaS offer at a low cost, using only an Internet connection. 

Additionally, hosted phone systems provide plenty of amazing features that help solve logistical issues and simplify both internal and external communication. A virtual assistant with IVR can be used to answer calls and route them to the concerned person instantly to enhance first call resolution. Any calls that are missed can be recorded as voicemails and forwarded directly to the agents’ email. 

The cloud offers various similar features that are aimed at making coordination effortless and vaccination drives smoother. 

Some of these include:

1. Voice broadcasting for general information sharing

You can use your UCaaS or CCaaS system to broadcast information en masse to your customers. Voice broadcasting allows for much more effective use of time for getting the word out and spreading awareness about the vaccine, or contacting people to book their tests and appointments. 

2. IVR for personalised information dissemination

You can use your hosted phone system’s IVR to spread information by personalising the message customers hear when they call. Give out the latest information and answer frequently asked questions to save your operators time, and ensure that only the urgent enquiries make it through to your agents.

3. Bulk SMS for information that needs to be saved

You can send out bulk SMSes to update your client records. This is ideal for the distribution of the COVID-19 vaccine as it helps you check if your data is all up-to-date before you go about sending letters and contacting patients for appointments—something that’ll save you both time and money in the long run! 

Text messages also enable quick and effective communication, even in areas of poor network. And the best part? People don’t have to worry about hurriedly jotting down information; all the details remain saved in their inbox for when they need it.

4. Number masking to ensure the privacy of healthcare workers

In these difficult times, healthcare workers are working hard enough as it is. If you don’t have the right privacy measures in place, you risk exposing their phone numbers which could result in them receiving large volumes of uninvited calls they’re not equipped to handle. Deploying one-way or two-way masking will help you safeguard the contact details of both the frontline workers and patients, enabling only appropriate and relevant connections.

Businesses will need to collaborate with people across the globe to make sure that the manufacturing, delivery and distribution of vaccines run efficiently. With hosted phone systems, this is simple and cost-effective. As calls are made through an Internet connection rather than a traditional phone line, it becomes super easy to make international calls and coordinate deliveries. This means, there are no limits on conversing with colleagues and suppliers around the world, as the cost is no longer a factor.

How can UCaaS and CCaaS help solve logistical challenges?

Rolling out the COVID-19 vaccine involves lots of collaboration between governments, hospitals, distribution centers, and suppliers. Additionally, it also requires practically constant communication with the general public to ensure that the vaccine reaches them on time.

For example, in the UK, the NHS is working tirelessly to contact everyone who is in line for a vaccine, in order of priority. This is a logistical challenge in itself, even without considering the transport and distribution of the vaccine.

A business VoIP solution allows you to set up a hosted contact center using which agents can connect with each other from anywhere in the world. Using cloud solutions, you can hire workers remotely. They can call customers and make appointments for the vaccine through the hosted phone system itself, which can be connected to your CRM for better customer management. 

This eliminates one step in the process as vaccination appointments can be booked in a single phone call with all the necessary information at hand, rather than trying to chase customers who may be unfamiliar with online bookings. 

UK residents have recently been advised to call the NHS to book their appointment—if they haven’t been contacted already. A hosted contact center can act as a central touchpoint to handle all the calls and automatically route callers to the next available agent. This solution is simple and cost-effective, and all an agent needs is an Internet connection and a compatible smart device to make and receive calls.

The beauty of CCaaS and UCaaS is that they can work for both inbound and outbound contact centers. Dedicated agents can make outbound calls for appointment bookings while others can handle the inbound call traffic and take queries. 

With no limit on the number of lines that can be added to your hosted phone system, you can create a contact center that meets your exact needs, and you can add or remove temporary workers as and when required.

In terms of customer service, having more agents at your disposal would significantly reduce the waiting time at your center. The vaccination programme is new to everyone, so it is likely that people will have queries and want confirmation or reassurance. You can set up a well-equipped contact center in minutes to tackle all the concerns quickly and accurately. 

With both of these cloud solutions, you can manage all aspects of your hosted contact center via Acefone’s online portal. This portal gives you access to detailed analytics about call waiting times, agent performance, call recordings, call costs, and more. 

You can now manage your teams and the day-to-day running of a hosted contact center from the comfort of your own home—perfect for solving logistical challenges in the midst of a pandemic.

There are also plenty of features of a hosted phone system that support the logistics of rolling out the COVID vaccine, including:

• Second dosage reminders via texts and calls

You can use your hosted phone system and all the data saved on your online portal and CRM to ensure that timely reminders are sent out to patients needing their second dose. You can even send them bulk SMSes directly from your phone system, saving you the time spent in contacting each person individually. With a record of every message chain maintained, you can follow up with anyone who hasn’t booked an appointment with a scheduled call back.

• Feedback via SMS or free phone number

Feedback is important to ensure that you are dealing well with the logistics of such a large-scale project. Your customers may suggest ways in which you could streamline the process. Hence, it is useful to listen to their thoughts and make improvements to the rollout. You can send out feedback forms to all contacted customers with an SMS message, or set up a free phone number that customers can call at no cost.

Conclusion

As we can see, there are many ways in which hosted phone systems can be used to make life easier for the people involved in the distribution of vaccines, whether on the production and delivery side or the actual vaccination of patients.

Keeping lines of communication open is key, and clear conversations ensure that there is less margin for error in the distribution of vaccines. Opening communication up to the public is ideal, too, to help them feel more comfortable and updated during a very unfamiliar situation, something cloud solutions are effective at doing.

Hosted contact centers provide the perfect solution to help coordinate the booking and administration of vaccines across the world. Connecting seamlessly to your CRM system, you can make and book vaccination appointments within your phone system, saving time and money and ensuring the message reaches the right people who are in need of the vaccine.

Working together, we can all help towards the rollout of the vaccine, and both UCaaS and CCaaS can be implemented quickly to lend a helping hand to the frontline workers of the vaccination programme. 

To find out more about how cloud solutions can help with complex logistical challenges in your business, call our team today on 1888-859-0450 .