Take Your Unified Communications Strategy to the Next Level with SIP & WebRTC

By Susan J. Campbell
TMCnet Contributing Editor

Technology is never standing still. Innovative developments and game-changing advancements keep changing the rules of business and what it means to be competitive. While offering the latest and greatest is often desired, knowing how to leverage the advancements to your advantage is really the key to staying ahead of the game.

Take communications, for instance. Every business needs to stay connected, but is it more beneficial to focus on having the latest innovations or unifying your platforms for efficient operation? This question is a common one for call centers, enterprises and service providers. It’s easy to let the hype consume you, but are you getting the best value out of your investments to ensure better performance?

Ask this question as you consider the way you connect with your customers, colleagues and partners. Is collaboration seamless? Do customers contact you through multiple channels with a single experience? Are you able to access the right information with ease regardless of the device you’re using? Are all of your communications managed across the corporate network?

Unified Communications (News - Alert) speaks to these issues, allowing you to examine your environment and align all tools across the same platform. This approach not only allows you to save money, it also ensures you can set and reach specific goals when it comes to performance and the customer experience.

To take it one step further, have you considered whether or not your unified approach is delivering all the benefits you need? The concept has been around for a while now, which suggests room for improvement. If you put a Unified Communications strategy in place five years ago, for instance, it may not have included SIP trunking, a technology proven to take your UC strategy to the next level.

That level can include the use of WebRTC. What would it mean to your business if you could communicate in real-time across the web, regardless of the platform? Consider the call center taking technical calls. If the customer could use his or her web cam to demonstrate the problem to the agent in the call center, troubleshooting is made easier, a fix applied and customer satisfaction would immediately improve. When no plug-in or software is needed to make this happen, the seamless theme continues.

So many developments promise to change the way you do business, yet SIP trunking and WebRTC can make a significant impact. Ingate wants to share with you how you can make it work for your environment during, Ask the Expert: SIP Trunking and WebRTC on Tues. May 27 at 2p.m. ET.

Edited by Stefania Viscusi