Presence Management: The Greatest Form of Communication

Presence management

Presence Management: The Greatest Form of Communication

Want to increase communications and productivity between employees and customers?  Then, presence management is the way to go.  This wonderful technology gives all individuals within a company the ability to know what everyone is else is doing in real-time.  Is someone in the building or even at their desk? Are they in a meeting? Are they on the phone? By having this information one can determine if and in what manner to connect with another person.  That’s essentially the purpose of presence management and it’s enhancing the way we communicate. Having this information presents one with an array of communication options that’s dramatically driving up productivity for those companies – both large and small deploying presence management.

Unified presence management is driven off of a company’s voice and data system and empowers people to control every facet of their communications.  It includes and functions off of all devices such as computers, cell phones, Voice over IP (VoIP), and personal communications services.  As soon as someone logs onto their computer a pop up window appears containing the names of fellow employees and their current activity as well as their location.  Essentially, the technology lets you see the presence status of others, send emails and voicemails, receive faxes, control all your phone calls via desktop phones or a softphone, send secure Instant Messages and voice messages, launch a collaborative web conference session – all with a single mouse click.  Users may also put notes into presence for everyone to see.  For example, a note may have the time when an employee will be back in the office from lunch or say an off-site meeting.  Another user may make everyone aware that they may be working from home that day.  Knowing everyone’s availability offers greater options to rapidly assist with everyday business issues.

The power of presence is absolutely incredible.  For instance, a customer may contact your facility with a question and the individual that answered the phone may not have the necessary information to respond appropriately.  Immediately, the employee can view presence and see who is available to assist the customer.  They may send a question via an instant message or put the caller on hold, contact their colleague to gather the information or directly transfer the call while giving the colleague a heads up.  The flexibility of presence is tremendous and one can assume that it is easily driving customer satisfaction levels through the roof.  A basic phone system cannot operate in this fashion and unfortunately those that utilize traditional telephony are missing the boat.

Included in presence are such features as find me follow me.  This unique technology gives people the ability to reach a specific individual anytime, anywhere based on the implementation of a few easy to set rules in the system.  A can call come in and the caller has the option of finding the person on their cell phone or at another predetermined location.  The user may also have all calls set to directly transfer to the cell as well.  Another relatively new feature is twinning – a setting that rings both the desk and mobile phone simultaneously.  Reaching the person you want to, has never been this easy.

Time is more important than ever in today’s business environment.  Presence management saves an incredible amount of time because of the technology’s innate ability to drive efficiency and productivity.  Every business owner realizes the positive impact that even a minimal amount of improvement in this area can have on an organization’s bottom line, not to mention the empowerment an employee has to make better-informed communication decisions that in the end drives satisfaction in the workplace.  Presence management is a true win for everybody!

Using video chat for business

Using Internal Chat for Your Business

Internal chat apps have quickly become a must-have communication tool for businesses. If your business communications are still centered on email, or your team is using personal Skype, Google Hangouts or social media accounts to chat internally, it’s definitely time to get a team chat app.

Chat apps build a stronger working relationship amongst your employees, especially if your business operates in different locations or employees are on-the-go. The ability to chat in real-time increases productivity and builds a forum for your employees to feel comfortable sharing ideas.

Chat allows employees to share information effectively, while minimizing the disruption of work environments.  Employees who use chat are able to instantly engage with colleagues while on calls with customers or in meetings. As we all know, our email inboxes are inundated and emails typically cannot be answered immediately. Chat, on the other hand, gives you the opportunity to send a brief message and provides a quick and easy method for others to respond.  Employees are able to successfully communicate at the touch of a button–eliminating the time needed to run messages across the office.

Team chat apps are perfect for customer facing and sales departments and improve the quality of service. Employees who are on calls with customers can seek assistance from their colleagues in seconds to provide more prompt and accurate service to their customers.

There are plenty of chat apps on the market to choose from, but it’s important that the platform you choose meets all of your needs and works across all platforms, anything less is sub- standard. For the best user experience and to accelerate adoption, make sure your chat app works on desktops; either as a standalone app or from the web or both, as well as having apps for Apple and Android phones and tablets. Broadview’s MyOfficeSuite application offers a unique integration of an entire communication platform: online presence, click-to-call extension dialing and company-wide chat functionality in one and is available on nearly every device you own.

Whichever chat application you choose, be sure that it offers cross-platform functionality to unify and simplify your communications across departments and your entire organization, no matter which device your team is using. This will allow you to keep you communications in one place for optimal efficiency and connectivity.

Is this the right solution for you?