When to choose just a VoIP system and when to go to a UC model?
Choosing to go down the path of VoIP is generally driven by a desire to save money on telco charges, andthe transition is a painless one. While it does require some investment, it is generally not a bank breaker,especially if your PBX is reaching the end of its useful life. It also provides additional convenience becauseof its flexibility and ability to provide for users working remotely on multiple devices. If that is about all youneed at this point, VoIP may be enough.
When to go UC?
First, it is important to think strategically. Because you may someday wish to build out a UC model, it is wiseto select a VoIP service provider who also specializes in UC. This will facilitate an easier transition. Thatsaid, the key characteristic about UC is that it is all about the user experience. With UC, you are making itpossible to use multiple modes of communication on multiple platforms and transfer between themwithout disruption, all from a single user app. UC is a strategic business decision whereas VoIP is a bit morecost driven and utilitarian.
There are other specific reasons to transition to a UC environment. The call center is an obvious one. UCcan transform a multiple channel communication center into an omni-channel one, to the obvious benefitof your customers. The increased level of ease-of-use found in the omni-channel model is critical tomeeting the expectations of users, especially younger ones.
Beyond that, it is all about productivity and collaboration. The more your employees and clients caninteract on whichever communication tool is most convenient at any specific time, the more productive theycan become.
In summary, VoIP and UC exist on a bit of a continuum. Starting out with a basic VoIP telephony system,then moving to the additional features made possible in the VoIP model, and finally along to the full arrayof communication and productivity tools available for creating a single user platform that can also integratewith your CRM.