Top 5 Reasons to Use Unified Communications with Google Apps
Google Apps lets your business collaborate, share and get business more quickly and efficiently than you could before. If you really want to kick your Google Apps use to the next level, consider integrating services that allow you to integrate unified communications with Google Apps.
Unified Communications Defined
Unified communications, or UC in techspeak, brings together a broad range of technologies including:
- Videoconferencing Presence (being able to see who is on or offline)
- Telephony (mobile and traditional phone systems)
- Instant messaging
- Call routing
In an ideally connected UC system, you can make a call from your email, start up a videoconference from an instant messaging session, and so on. With Google Apps integration, you can log and report on any communication with a client.
In order to achieve this integration, you need a customer relationship management (CRM) service such as Salesforce or Zoho, which UpCurve Cloud has successfully installed for many clients. It doesn't matter which one you pick; the unified communications advantages are available with both, as well as the obvious advantages of having a customer relationship management tool.
If you really want to poke around under the hood, gUnify is the service that marries Google Apps and your CRM, but all you need to know is what it can do for you - and that we can set it up for you so that all these activities are seamless.
1. Log and Make Calls From Gmail With Your Existing Phone System
Zoho and Salesforce both have tools available which allow you to log and make calls using your existing phone system. But you don't want to log into either service to make or log a call. Luckily, you don't have to. If you receive an email from a contact that you want to call, just click to call them and your CRM will automatically log the call in the background. This is a real win for sales managers who have a hard time getting their staff to log calls - now call reports will be 100% accurate and all you have to give is one command: call your contacts from within Gmail or your CRM.
2. Pick Up Your Voicemail from Gmail
Logging into three or four different devices and services to pick up email and voice messages is so 2005. Get voicemail from your mobile phone, traditional phone system, and even faxes from your Gmail inbox. Get messages forwarded from staff that are on vacation to your inbox and do the same when you log off. Important client calls will never be missed again.
You can even have your voicemails transcribed, as in the example below, so you don't even need to listen to them.
3. Call from Anywhere - Not Just Gmail
If you see a phone number from anywhere within Google Apps or your browser, just click it to call it and/or add it as a contact in your CRM tool.
4. Know Who Is Busy and Who Isn't with Presence
See if a colleague you need to pull into a call or get information from is busy or offline on the left-hand sidebar of your Gmail. From the same sidebar, pop up a chat window to ask a question while you're on a call.
5. In-Depth Reporting on Client Communication
Account managers can now get reports on every single contact made with a client with almost no manual input from staff. This allows your business to keep a closer eye on activity and get the transparency you're looking for, with almost no special instructions to staff.