It is a fact that deploying and using Hosted Unified Communications improves employee and business productivity. According to Chadwick Martin Bailey, 49% of businesses saved up to 20 minutes per employee per day by reaching co-workers on the first try. UC gives employees the ability to know the status of each other through Presence. Presence is an indicator made available to members of a community or business providing each other’s availability and best contact method. For example, if a salesperson in the field needs to contact a sales engineer, the first action would be to check the engineer’s status. If Presence shows that the engineer is available, then simply make the call. However, if Presence shows the engineer is busy, in a meeting or on the phone, then an Instant Message (IM) or chat session would have the greatest success. Knowing an individual’s Presence improves the chances for contacting that person on the first attempt.
According to the same study, 54% of businesses saved up to 20 minutes per employee per day by escalating IM chats into phone calls. Although chat and Instant Messaging are useful communication tools, they can be difficult if long or sophisticated concepts are to be shared. Therefore, having Presence, IM and the ability to place a phone call on the same Hosted UC platform, makes using each method more efficient for employees.
When I am traveling my marketing staff knows that if they need a question answered immediately, the best method is via IM. If I am in a meeting, on a panel or sitting in my room, I can IM back and address a question or resolve an issue immediately. However, if there is a need to go into depth on a subject, it is quite simple to click the call button on either my laptop or smartphone client and move the conversation from IM to a phone call.
Additionally, in what may be the strongest support for the productivity argument, according to a Frost and Sullivan study, when asked the question, “if you could locate a key decision maker over any device using a single address, would this save time?” Respondents answered “Yes” 75% of the time. Imagine that. Hosted UC by definition supports reaching any device (desk phone, laptop, tablet and smartphone) using a single number.
Finally, 33% saved 11 to 20 minutes per employee daily using digital corporate directory access, click-to-dial and Presence. This proves that providing employees easier and more accurate ways to access each other adds to productivity improvements. And every improvement in productivity is an improvement in the bottom line.