Business in touch: as the multikanalnost can make the company by the market leader

The digital revolution which takes place in business in recent years set a set of absolutely new tasks for the companies. Key of them are dictated by customer expectations which want the fastest and high-quality service, wide options of the choice and the affordable prices and also a mnogokanalnost: decisions on purchases of goods or services accept on the run, at best now – in several minutes, is more often – for read seconds. To become a part of this paradigm of client expectations, the companies need to build business processes ideally. Experts pay key attention to quality and efficiency of internal communications which should become multi-channel too. The enterprises were come to the aid by dominant technologies of unified communications with the IP telephony which quickly replaced secretaries and telephonists. It is possible to apply them not only to creation of a trusted internal network, but also to arrangement of call centers.

Internal communications affect quality of business processes of the enterprise

When it is necessary to implement UC platforms

The multikanalnost which is so wanted by consumers becomes a peculiar point of growth for business and the driver of increase in efficiency. Someone from clients prefers traditional calls, communication in messengers is more pleasant to others. It puts the companies before need of providing all possible options.

The following field of communications arises in the organization when it is necessary to transfer, discuss or share the acquired information with colleagues. And, it is necessary to make it quickly, effectively and safely, considering at the same time the nature of data, internal processes of the company and the list of participants of communications. Exactly there is also a need most effectively and without loss to make transfer and information processing in different communication channels, – Boris Sturua, the specialist in a product of department of network telecommunication solutions of Panasonic Rus company.

Simple example of implementation of such need of the client in practice: the customer talked to the chat-bot then for execution of the transaction it needs to be transferred to the call center operator. At the same time it is important to save the history of the previous dialog for understanding of a context. An example of an internal multikanalnost – use of text messages or exchange of electronic documents during discussion of working questions in an audio conference format.

Business often passes from use of annexes to voice communication

The situation in which need of seamless access from computer business applications to the canal of voice communication appears – in general is rather characteristic for tsifroviziruyushchegosya business. And in this case there is a question of transition to the IP telephony. Integration into the address directory becomes an internal bonus, in external communications integration with CRM systems is important.

In any automated business process of the organization where the voice contact is provided, use of functionality of UC platforms accelerates interaction of employees. Among these opportunities there are presence statuses, integration of terminal devices of different type and location, a possibility of safe sending voice or text the message in the corporate channel. In the amount it leads to saving of time and performance improvement of work, – Boris Sturua is sure.

How to select the supplier of the IP telephony

Requirements which business can put several common into words for IT departments are expressed in the whole complex of necessary solutions. It is necessary to take care not only of creation of different communication channels, like chats, voice and video conference, but also of devices which are connected with them. It can be system phones, a DECT tubes, mobile devices or even pagers. Access to them should be provided regardless of a point of the actual presence of the specific employee. Similar cases in practice it is often far more difficult, than the organization even of large-scale call center or creation of reliable base under conference communication. The task emergency paging notification of a large number of staff of hospitals or stations of ambulance, creation of a monitoring system and access control in premises with integration of video, providing with telephony warehouses, shops and hotels looks uncommon, for example.

Such solutions in the Russian market are used practically in all industries, beginning from the state and municipal organizations, and finishing the enterprises from the industrial or financial sector up to the small companies and individual enterprise. The choice of the supplier depends on balance between the price, functionality and quality.

Decades of presence in the market of corporate telephony confirm that solutions of Panasonic implement practically all necessary services of a voice communication, – Boris Sturua considers. – With development of computer communication channels and arrival of the IP telephony of the Panasonic platform were added with information transfer opportunities on data networks, including integration into mobile devices.

Boris Sturua, specialist in a product of department of network telecommunication solutions of Panasonic Rus company

The freshest offer of vendor – a line of KX-NSX2000/1000. The company says that it not only meets all business needs, but also helps to provide additional competitive advantage in separate segments. The possibility of deployment of full-fledged contact centers based on the solution of Panasonic becomes one of important pluses. Other key moment – use of all capacity of a system for maintenance of the IP telephony. Here creation of IP channels from provider and jobs with system telephone sets or mobile tubes of DECT belongs. It selects the solution of Panasonic not only against the background of the previous lines, but also against the background of many competitors.

As UC platforms are arranged technology

Important basic part of the device of the platform – the concept of a container. Thanks to this approach subscribers can select different terminals for receiving calls and installation of communication. At this Panasonic does not insist on total exclusivity and even welcomes creation of the convergent systems of telephony which allow to save the previous investments of the enterprise into digital and analog communication.

One of priorities for business is the high level of fault tolerance. For this purpose the system of recovery of work of the platform using a standby server is implemented. In critical situations or at a rupture of external communications the remote platform working in the survival mode is started.

The important integration component grew LDAP integration and simultaneous CTI integration for several applications at once.

The basic managing block of the platform virtually configures parameters of telephony and performs switching of calls, – Boris Sturua explains the principle of work of platforms of a new line. – If it is necessary to use convergent telephony, then on network KX-NS100, KX-NS500 systems, well-known in the market, via which it is possible to be connected to the TFOP traditional channels are connected and to use digital and analog telephone sets. However management of a complex remains under the authority of the head module NSX along with opportunities of LDAP and CTI integration and other functions of unified communications.

KX-NSX2000 platform

Experts of the IP telephony market also note that modern solutions differ in the increased capacity. For example, KX-NSX2000/1000 platform can service up to 31 territorially remote platforms. Stations, united in network, have the general number space, and for adding of new subscribers it is not necessary to buy the new equipment, spending time for drawing up documents and waiting of arrival of goods. The electronic key of activation allows to expand the capacity of a system and its functionality that gives the actual scalability on demand.

Whether it is worth using cloud models

One of the most important engines of transformation call cloud computing now. They are quite applicable also to questions of providing the enterprises with a reliable communication. Of course, virtualization came to the world of UC platforms for a long time, but now it reaches new level. In the same KX-NSX2000/1000 all system capacity, unlike the previous solutions, can be programmed on use of the IP telephony.

By simple settings to users the necessary volume and functionality of the platform determined by activation keys and which is not depending on hardware components of the platform can be added – Boris Sturua gives an example. – Thus, KX-NSX2000 can be considered as the platform of a private cloud when superior organization or structure of the enterprise can provide on it resources for the selected virtual PBX having at the same time the complete width of the choice of corporate functionality of unified communications.

Advantages of cloud model can be considered on the example of application of NSX2000 platform in shopping and office centers where services of telephony from the lessor are provided to tenants. The consumer will not notice any differences from large public clouds. For him there will be no restrictions of growth of number of subscribers just because of small organization size; he will receive any additional resources within read seconds; accounting of accounts for consumption will be implemented by means of integration of the known tasksetters. Safety of such approach is also obvious: agreement parties of lease will control jointly the equipment, and messages transferred by voice will not contain confidential information or personal data. This point usually is problem upon transition to cloud computing.

As there is implementation

Process of implementation of UC platforms becomes more and more simple in comparison with traditional telephony. Nobody mounts the equipment and hardware payments or components any more. All setup is conducted far off, and the essence of installation comes down to right arrangement of telephone sets. A number of vendors provide several advantages for the companies which use services of the certified engineers. For example, Panasonic grants 5 years of a guarantee for the equipment and the right to a software update to current versions. It brings obvious business benefits in the form of reduction in cost of ownership of the platform, security of communications and effective costs planning on operation. All Panasonic works more than with 50 companies integrators having the status of the Technical Centers Panasonic.

As for calculation of cost efficiency of the solution, it depends on features of business of the consumer and is individual for each project. But for all companies which are interested in effective contacts with clients we strongly recommend to pay attention to a status, apparently, of telephony usual and familiar to us and to address partners of Panasonic for the analysis of opportunities of development of new communication channels and determination of ways of development and business optimization, – Boris Sturua concludes.

Communications and the truth of steel of one factors which defines a victory in competitive struggle. Imagine the enterprise leading in the market without the smoothly running telephony running smoothly, contact centers with chat-bots and instant transfer of subscribers to real operators without multikanalnost outside and inside – it is impracticable. Therefore the enterprises to which obtaining fast advantage is really interesting even more often pay attention to how they build communications between employees and with clients.