Business Communications White Paper

Business Communications Services Improve Real-time Customer Communications and Boost Workforce Efficiency

The advent of the Internet and the proliferation of wireless technologies have revolutionized communications. Constrained by legacy office phone systems, most businesses have been unable to take full advantage of mobile devices and Internet applications (VoIP, SIP, Skype, IM, Google) in their corporate voice services. Now a new cloud-based solution known as a Business Communications Service is enabling businesses to leverage mobile technology and popular Web applications to optimize real-time customer interactions. Unlike a conventional phone system, a BCS manages people, business functions and business rules – not just telephones. A BCS orchestrates interactive communications amongst employees, customers and partners – across various devices (PBX phones, soft phones, mobile phones), networks (PSTN, Skype, VoIP/SIP), and media (voice, text, video) and uses business presence to steer customers to the employee who can serve them best at any moment in time - based on business function and availability - independent of device or location. A BCS helps businesses improve sales, customer service, and worker efficiency by connecting customers to the right employee, on the first attempt.

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