Unified Communications as a Service (UCaaS)

Clients use this centralised telephony system to connect all their employees when: -

Employees are not office based or spend considerable time out of the office (e.g. supervisors and terminal operatives), but still require to be contactable, so are often reliant on mobile phones (sometimes including personal mobile phones, which employees may not want to use for work purposes)

The organisation has employees across multiple sites, with independent phone systems at each site, not only incurring the cost of operating multiple systems but also costs of using the public telephone network to make calls between sites

As Hybrid Work becomes the norm and new remote video-conferencing, messaging, file sharing and collaboration tools become more integrated into the workplace, it is becoming increasingly harder to manage the disparate tools and channels of communication, ensure that users receive and are notified of the arrival of important information in timely ways, and ensure that potentially sensitive company data remains within approved applications and organisational control

The organisation is finding it increasingly hard to track communications between employees and customers through multiple different channels (email, telephone, messaging apps, etc) without also incurring administrative overheads of updating CRM systems manually.