When resellers started to explore the concept of Unified Communications in the cloud, the world was a lot simpler. Having a “UC Stack” could be as simple as offering your customers an environment where they could check their faxes and cloud PBX technology in the same environment.
Although today, the benefits of a cloud PBX are still significant, it’s becoming more of a challenge for resellers to stand out with just the basics in their UC offering.
The UC market according to Grandview Research, is expected to be worth $167.1 billion by the end of 2025. However, one of the things that is driving that growth is the fact that there are now many more channels to consider in a full-fat UC offering.
Resellers need more than just cloud voice and recording tools. Market leaders are exploring everything from instant messaging services to video, and more.
More Than Just Voice: The New Cloud UC Environment
The arrival of the new UC environment has come with the growth of things like instant messaging, video, and even API technology in the modern landscape. Resellers can now rediscover what unified communications is all about, by actively bringing multiple channels together in the same single pane of glass environment for their end-users.
Just some of the new considerations appearing in the cloud UC stack include:
- Video Conferencing: Video Conferencing will have a market value of $6.37 billion by 2026. Now that companies are connecting with employees and contractors around the globe, and the workplace is becoming increasingly remote, video allows for more immersive face-to-face interactions between employees. Video in customer service can also help brands to get more context about a customer’s problem, and therefore deliver more relevant support
- CRM Integrations: Data is crucial to driving a personalised customer experience. The launch of Yeastar’s recent CRM integration options means that resellers can give companies access to their customer information from leading CRM tools within their cloud PBX environment. Having access to customer information within the communication stack makes driving memorable experiences easier than ever in a world where businesses need to constantly track leads, prospects, and customer relations
- Instant Messaging and Chat: Instant messaging and chat tools allow companies to offer their customers an easier way to get in touch when they have simple questions to ask. Some companies are even experimenting with things like adding AI and branded chatbots into their contact centre
- Collaboration Tools: Businesses are also looking for ways to deliver better customer experiences by helping their team members to work more seamlessly together. Integrations between a cloud PBX environment and a collaboration tool can make it easier for team members to get the back-end support they need to drive better business outcomes
The Value of Going Beyond Voice
Voice might still be at the heart of the Unified Communications stack, but it’s far from the only thing that business leaders and resellers need to consider today. Something as simple as the Zoho integration app from Yeastar gives end-users the ability to make calls directly from a Zoho app, or get a pop-up with customer information when an agent is serving a client. It’s this access to extra information that allows agents to serve their customers more quickly in the contact centre environment. It’s also the technology that helps sales and marketing experts to make better decisions based on customer data.
With the right “added extras” in your unified communication stack, you can sell more than just a cloud PBX to your target customer in 2020. You can give your users the tools that they need to create the kind of customer experiences that help them to get ahead of the competition.
Success in the age of cloud unified communications isn’t just a PBX play anymore. Find out how you can differentiate yourself in the current landscape with the right add-ons and integrations from Yeastar.
