Enhancing employee experience with integrated UCaaS platforms

For a company to excel in the current dynamic world, it is imperative to ensure that Employee Experience is optimised. This includes but is not limited to the quality of their experiences, which can drive the company’s success. Several companies that have implemented cloud-integrated UCaaS and contact centre solutions stated that they could increase their total revenue by 100% while reducing their costs by 14%.  

This article discusses how UCaaS can attain this value through bundling communications under one roof as a service. We will cover the value of EX (Employee Experience), definitions of features and benefits regarding UCaaS, and top solutions for UCaaS that can improve EX and increase workforce performance. Additionally, we will talk about aspects of UCaaS implementation, including the need for planning and integration, adequate training of the users and teams to support this capability and a strong focus on efficient integration to take full advantage of these platforms.

Understanding integrated UCaaS platforms

Converged UCaaS platforms are gathered sets of systems existing in the cloud where multiple components of enterprise communications, such as VoIP, video conference, instant message, and collaboration tools, all work in unity. Typically intended to improve internal communication processes in an organisation, this architecture utilises the cloud to attain optimum flexibility and scalability.

In realising a business, integrated UCaaS platforms are used to optimise communication infrastructure, savings, and more functionality to enhance user experience and capture competitive capabilities in any market. On the UCaaS platforms for your business, it is important to analyse the programs within the context of your business communication system and its objectives.

For example, Tata Communications GlobalRapide voice solutions feature built-in fraud prevention services also providing a set of collaboration tools, including a cloud calling app and BYOC (Bring Your Carrier) options.

Importance of employee experience in modern organisations

Employee Experience, which is abbreviated as EX, has emerged as a crucial concept for organisations today. It is a strategic cycle involving each transient and permanent phase an Employee Experiences at the workplace, including the initial stage and the progressive growth plan. Here's why EX is vital:

• Talent attraction and retention: The role of EX is also positive in guiding the attraction of talent and, more importantly, in retaining it. Today's employees look for organisations that they can recognise and where they can actively participate.

• Productivity: Happy employees are known to be more productive than unhappy employees. An enhanced work environment improves the performance of each employee and team, thus achieving organisational goals.

• Team relationships: The administration of EX depends on the relationships between team members, which play a crucial role in creating synergy and innovative solutions.

Key features of integrated UCaaS platforms

In the deliberation of UCaaS for your organisation, it is vital to evaluate these features based on the requirements of your organisation:

• Telephony and VoIP: Traditional phone activities like voice calls, voicemail, and call forwarding are available in UCaaS platforms, making them an internet phone solution.

• Audio/Video conferencing: Many of these platforms allow software-based meetings with high-quality audio and video support, which is paramount to hyper-connected and flexibility-driven work arrangements.

• Instant messaging and presence: Smart text messaging, presence updates, and status updates reveal the presence of all team members, allowing for swift communication only.

• Mobile and desktop applications: Their availability on many platforms allows employees to continue working from any location, enhancing their flexibility and mobility.

• Cloud PBX: It is an organised and managed system of telephones, without having the physical hardware that can only be hosted on the cloud, which saves on maintenance costs.

• Integration with other business tools: Some of the integrations available in UCaaS platforms are with CRM, ERP, and other enterprise applications, thus solving the issue of disparate business systems.

• Advanced analytics: Some UCaaS platforms also provide details regarding communication flow and utilisation rates, which help make strategic decisions.

• Security features: Sophisticated security features such as locking and sealing data, as well as issuing proper identification to the communication's end, effectively guard sensitive data.

• Unified messaging: Consolidating Email, voicemail, and Messaging is an informal means of reducing clutter and optimising the interface for managing communication.

Benefits of integrated UCaaS for Employee Experience

Highly integrated UCaaS platforms combine numerous advancements that improve contemporary organisations' Employee Experience (EX). Here are some benefits of UCaaS that contribute to a positive Employee Experience:

• Improved communication efficiency: The integration of communication tools is efficient and central, enhancing the organisation's work rate, resulting in employee satisfaction.

• Support for hybrid workplaces: UCaaS solutions are particularly essential in the current world where many employees work from home, in other offices, or from remote locations. They must always be connected and communicate effectively.

• Streamlined work processes: Since UCaaS incorporates different forms of communication, employees do not need to navigate the numerous applications, which would instead hinder their efficiency and productivity.

• Elimination of silos: Integrated strategies address the whole range of communication and information, avoiding silo structures that are detrimental to employee productivity.

Implementing integrated UCaaS platforms for Employee Experience enhancement

Integrating Unified Communications as a Service (UCaaS) platforms can greatly improve the Employee Experience (EX) in many ways. Below is an approach for implementation:

• Assess communication requirements: Evaluate tools and identify where UCaaS can bridge any gaps.

• Select the right provider: Choose a provider that aligns with your organisation's needs.

• Plan for seamless integration: Ensure integration with existing systems.

• Prioritise user training: Offer training to facilitate swift adoption.

• Provide ongoing monitoring and support: Continuously monitor performance. Offer support.

• Gather employee feedback: Regularly seek input from employees for adjustments.

• Utilise analytics tools: Use analytics tools to streamline processes effectively.

• Encourage a positive work environment: Cultivate communication and collaboration.

Conclusion

Integrated UCaaS platforms are crucial for organisations seeking to enhance Employee Experience, increase productivity and nurture a workplace culture. By consolidating communication tools, these platforms offer scalability, flexibility and robust security features. To optimise your communication setup and remain competitive, explore Tata Communications UCaaS solutions that deliver communication experiences tailored to your business needs.