Introducing Converged Contact Solutions – the why and the how

I am delighted to be able to share with you something we at Enreach believe has the power to transform the way people communicate, collaborate and work: Converged Contact Solutions, which creates exciting new market opportunities for our partners and benefits for end-users. 

Before I describe this in more detail, let’s look at the world of communications today to understand why it is needed. Today’s world is full of multiple forms of contact, all existing as separate islands. Rather than being helpful, often all that technology obstructs meaningful human contact and becomes overwhelming. Technology may have become cleverer over the years, but not necessarily simpler.  

Now, imagine if all those stand-alone ways of contact – fixed voice, mobile, video, chat, email, SMS, social channels – could be integrated into one easy, user-controlled, context-based and flexible environment. Benefits include more effortless, natural interaction between everyone.  

Digital and physical barriers are broken down (so that collaboration is even better than before) and people can focus on meaningful conversations with colleagues or customers. Technology starts to work for people, effortlessly and invisibly. Identities can be seamlessly managed across locations, devices, networks and applications, with users setting their reachability for better control over the day.  

In practice, Converged Contact Solutions blend communications, productivity tools, CRMs, contact centre functionality, marketing automation, conversational voice, intelligent bot technology, and more.  

The bridge between IT and comms has been created so that users can enjoy one seamless technology experience. Also, a ‘mobile-first’ approach is central to Enreach’s strategy, giving people the freedom to work better from anywhere, at any time. In other words, we have combined all the expertise and experience within the Enreach family to converge our contact solutions. 

Perhaps the best way to illustrate our Converged Contact Solutions is with an example. You are in a Microsoft Teams meeting, and because the system knows that, all calls from any of your devices are automatically routed to voice mail. Or, the system knows that the call is from a customer and routes it to a colleague. As a result, you are not distracted, and the customer is satisfied. Switching between contact channels is easy too. For example, an online chat can be turned into a voice call, then into video, with the entire conversation captured in a centralised workflow.  

Managing reachability to achieve better work-life flow without compromising business performance is a significant part of Converged Contact Solutions. For instance, on the way home on the train, with a few loose ends to still tie up before the end of the workday, you call a customer from your mobile phone using your office extension. Next, you call a colleague just using your business mobile ID. Third, you call your partner to say you will be home in half an hour. Finally, when you reach home, all incoming work calls are routed to voicemail or a team member while personal calls are still sent to you, meaning more focus on family time. 

We believe that Enreach is uniquely positioned to lead Converged Contact Solutions in Europe. For instance, apart from having some of the industry’s best technologies and brains, our ‘buy and build’ strategy is proving hugely successful. Furthermore, we can bring innovations to market fast through a combination of modern methodologies and our rapid development platform. We also have local market expertise and boots on the ground that far outweigh any of the competition and are good news for both the channel and end-users.  

Importantly, our commitment to our partners and the range of tools we can provide to them is unrivalled, enabling them to own and focus on building customer relationships, customising solutions and creating new revenue opportunities. In addition, as context is an essential part of our Converged Contact Solutions we integrate with third-party apps (and our own) to integrate for customised workflows.   

Far from just being an idea on a Powerpoint somewhere, Converged Contact Solutions are already being delivered by us, with the first steps being rolled out to customers and partners in Europe. We are excited to bring a world of technology that exceeds expectations and provides a better way to live and work for everyone. Goodbye, Unified Communications only. Welcome to Converged Contact Solutions, the future that is already here. 

This article was published on Telecom Reseller.
 

FAQ

What is converged communications?

Converged communications is a unified approach to communications that combines the different functions and services of communication channels such as voice, data, video, instant messaging, web conferencing, and more. It allows organizations to integrate these various tools into one flexible platform—making it easier to communicate with customers, partners, and employees in real-time. Converged communications solutions can also help reduce costs and improve operational efficiency by streamlining communications systems.

Enreach's converged communications solutions provide businesses with the ability to connect across multiple channels, share data quickly and easily, and communicate in real time from any device or location. With Enreach, organizations can make faster decisions, respond more efficiently to customer inquiries, collaborate more effectively with remote teams, and manage customer relationships better.

Some of the key benefits of converged communications include:

• Increased productivity—Organizations can communicate more effectively and reduce time spent dealing with multiple communication channels.

• Improved collaboration—Enreach's integrated solutions enable teams to collaborate and work together in real time from any location.

• Enhanced customer service—By providing customers with the option to connect through multiple channels, organizations can quickly and easily respond to customer inquiries.

• Lower costs—Integrating communications platforms into one platform helps reduce communication-related expenses.

• Greater mobility—Enreach's mobile apps allow users to stay connected, no matter where they are.

With Enreach’s converged contact solutions, businesses can empower their employees to communicate more effectively and collaborate more efficiently. Learn more about Enreach’s powerful unified communication platform today.

What are the benefits of converged communications?

The key benefits of converged communications include increased productivity, improved collaboration, enhanced customer service, lower costs, and greater mobility. By combining multiple communication channels into one platform, teams can communicate more effectively and quickly respond to customer inquiries. Additionally, converged communications solutions can help reduce communication-related expenses and enable users to stay connected, no matter where they are.

Enreach’s converged communications solutions provide businesses with the ability to connect across multiple channels, share data quickly and easily, and communicate in real time from any device or location. Get more out of your communication with Enreach’s powerful unified communication platform.

What is a VoIP in the context of a contact center?

VoIP, or Voice over Internet Protocol, is technology that enables calls to be made and received over the internet, rather than through traditional phone lines.

What is the advantage of a cloud-based call-center system?

Cloud-based call-center systems offer increased flexibility and scalability, allowing businesses to easily adjust their operations based on demand.

What does "deployment" refer to in relation to phone systems?

Deployment refers to the process of setting up and implementing a phone system within a business or organization.

What are SIP and its benefits for phone systems?

SIP, or Session Initiation Protocol, is a protocol used in VoIP communications to allow for voice, video, and other interactive communication sessions.

How does routing work in a call center environment?

Routing involves directing incoming calls to the appropriate agent or department, based on pre-set rules or criteria.

How do integrations enhance the customer experience in a call center?

Integrations allow call-center software to connect with other systems, such as CRM or ticketing systems, enabling streamlined customer interactions and enhanced service.

What is the significance of 'scalable' phone service in a business environment?

A scalable phone service can adjust to the changing needs of a business - expanding during periods of growth, and scaling back during quieter times.

How does an omnichannel approach benefit the customer experience?

An omnichannel approach allows customers to interact with a business across multiple channels - including voice, email, web chat, and social media - and receive a consistent level of service.

What is trunking in the context of IP phone systems?

Trunking is a method of handling multiple phone lines digitally, rather than having physical lines for each phone extension.

What role does a headset play in a call-center environment?

A good-quality headset is essential in a call-center environment for clear audio communication, reducing background noise, and ensuring comfort during long periods of use.