Enterprise Communications Solutions: Features and Benefits for Large Businesses

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Effective communication – both external (with customers) and internal (with employees) – is one of the most critical success factors for large-scale businesses and organizations. But when it comes to maintaining efficient communications, many businesses are facing two major challenges.

Firstly, today’s consumers increasingly want to interact with businesses they are dealing with through a range of communication channels, and, most importantly, they expect seamless omnichannel experiences across all the touchpoints. Secondly, following the pandemic, many businesses continue to support hybrid or entirely remote work environments, which makes it more challenging for them to maintain efficient internal communication and collaboration within departments and teams.

However, implementing multiple (and often disjointed) communication systems from different service providers to manage your external and internal enterprise communications can be inconvenient and expensive. This is exactly where enterprise communication software systems come into play.

With a solid enterprise communications system that integrates various communication services, channels, and internal collaboration tools in a single solution, you can effectively manage your communications with clients and employees and ensure smooth business operations, improved collaboration, simplified management, increased team productivity, and better decision making. 

Let’s take a closer look at what enterprise communications solutions can offer to large-scale organizations in terms of features and benefits.

What Exactly is Enterprise Communications Software?

An enterprise communications solution is a software system that unifies multiple communication channels (including voice, video, and text messaging) and collaboration tools in a single platform, designed to facilitate efficient communication within large organizations and enable employees to communicate with customers and team members effectively. These solutions are often referred to as UcaaS, or unified communications as a service. And because UcaaS systems are primarily cloud-based, you can empower your team members to work and handle all external and internal communications remotely, regardless of their physical location.

Features of Enterprise Communication System Solutions

Enterprise communications software tools typically include but are not limited to the following key features and functionalities:

VoIP Telephony

With VoIP telephony features of enterprise communication software tools, you can handle voice customer communications efficiently. Considering that 59% of consumers prefer the tried-and-true phone calls to reach a customer support representative whenever they have questions or issues, according to a Salesforce study – having a robust VoIP phone system that can help you manage inbound customer calls is essential. Besides inbound call management, VoIP telephony tools such as auto dialing solutions can empower your sales team and help you improve the efficiency of your outbound calling campaigns. All in all, VoIP telephony features may include:

  • ACD and Call Routing: Automatic Call Distribution (ACD) and call routing features ensure your incoming calls are always routed to the right destination, whether it’s a particular department or a group of agents. E.g., with skill-based routing, customer calls will be routed to agents with the most relevant skill set, helping you improve your first call resolution (FCR) rates.
  • Interactive Voice Response: Setting up an Interactive Voice Response (IVR) menu enables you to gather additional information from your inbound callers and capture customer intent before connecting calls to live agents. That means you can route calls even more efficiently, increasing your CSAT (customer satisfaction) scores. Besides, with self-service IVR menus, you can enable your callers to obtain information or resolve basic issues (like checking account balances or tracking deliveries) independently.
  • Call Queuing and Queue Management: Inbound call queuing allows you to manage high volumes of outbound calls effectively by placing each call in the corresponding call queue when no reps are available to handle them immediately. Moreover, with a queue callback feature, your callers can request to be called back once they reach their place in a virtual call queue without having to waste time waiting on hold. That can help you reduce the number of abandoned calls and improve customer experience.
  • Auto Dialing: Auto dialers can automate and optimize the entire process of making outbound phone calls to customers or prospects, making them valuable tools for outbound sales teams. With an auto-dialing solution, your sales reps won’t have to dial each number manually, saving them time and effort, reducing human errors, and improving the efficiency of your outbound calling efforts.
  • Call Recording: This feature allows you to record customer calls automatically or on demand and store call recordings for compliance and call quality assurance purposes. In many industries, such as healthcare, finance, and telecommunications, call recording is a regulatory requirement. In addition to that, managers can use call recordings to train newly hired agents.
  • Call Monitoring: Real-time call monitoring allows you to listen in on active calls in real time, which is a valuable feature for managers and supervisors, helping them assess agent performance and uncover agent knowledge gaps and opportunities to enhance training. Some telephony solutions will also allow you to join in on ongoing calls and provide on-call guidance to agents, helping you streamline the onboarding process.
  • Integrating PABX Systems: Moreover, enterprise communication solutions often integrate seamlessly with traditional Private Automated Branch Exchange (PABX) systems, bridging the gap between legacy infrastructure and modern communication frameworks. This integration allows businesses to leverage existing investments in PABX systems while adopting advanced VoIP capabilities for cost-effective scalability and enhanced communication efficiency. By integrating PABX systems with VoIP, businesses can manage call routing, handle large call volumes, and benefit from advanced features such as auto-dialing and call queuing. This hybrid approach optimizes communication processes and mitigates the need for immediate large-scale investments, making it a practical solution for businesses mindful of PABX price in Bangladesh, for instance.

Audio/ Video Conferencing

Audio and video conferencing capabilities of enterprise communication solutions can help businesses and organizations enhance internal communications between employees. Being able to join audio conference calls with multiple participants or interact face-to-face through video conferencing is particularly beneficial for geographically distributed teams.

With audio or video conferencing solutions, participants can use different devices, including laptops, desktop computers, or mobile phones to join conversations with their teammates, no matter where everyone is physically located. Besides internal communication needs, businesses can also use these tools to interact with customers.

Instant Messaging

With instant messaging capabilities, your team members can exchange text-based messages in real time, which is an excellent way to foster informal communication within your teams and departments. Instant messaging works best when used in tandem with presence.

Presence allows users to convey their availability and willingness to communicate by showing their availability status in the system and letting other team members know whether they are accessible for communication. It makes it easier for agents to determine whether it’s appropriate to chat with a colleague. This is particularly helpful when your reps and managers need to instantly exchange information when escalating customer requests or interacting with challenging callers.

Team Collaboration

Many enterprise communications software solutions come with team collaboration capabilities. These could include screen sharing and screen recording, virtual dashboards, file sharing, and project management tools. These features are designed to facilitate efficient collaboration between your team members. Your agents can specifically use collaboration tools when conducting team meetings or agent training sessions.

Omnichannel Support

Some enterprise communications platforms also provide omnichannel messaging capabilities. With omnichannel messaging, you can integrate multiple digital communication channels, such as email, live chat, social media, and instant messaging apps (like WhatsApp and Telegram, to name just a few), and manage all customer interactions across these channels from a single unified interface. Considering that today’s digitally-savvy consumers increasingly prefer to interact with brands through digital channels, omnichannel messaging capability is a valuable feature of an enterprise communication solution.

Reporting

Reporting features enable you to measure the efficiency of your team by tracking important metrics and KPIs (Key Performance Indicators). Typically, you’d be able to track metrics like the number of inbound and outbound calls, the average handle time, the average hold time in a queue, first call resolution rates, call transfer rate, call abandonment rate, and other metrics. 

While some solutions offer pre-built reports, advanced tools will allow you to generate custom reports based on specific metrics you’d like to keep track of. Whatever the case, staying on top of your most critical KPIs can help you evaluate your team’s performance and the efficiency of your operations so you can make better-informed decisions.

Speech Analytics

Advanced enterprise communications solutions may come with speech analytics features. In general, speech analytics tools can provide you with deeper insight into your agent-customer interactions, helping you better evaluate your team’s performance and uncover trends and improvement opportunities.

With sentiment analysis – a common feature of speech analytics tools – you can keep track of customer sentiment to understand how your customers perceive your products or marketing campaigns and whether they react positively or negatively to interactions with your reps. That might give you a wealth of insights into where improvements are needed.

Mobile integration

Many enterprise communication software solutions offer mobile applications, which allow your team members to access communication tools and handle customer communications or interact and collaborate with teammates on the go using their mobile devices. That can help you ensure the continuity of your business communications even when your agents are away from their desks.

Integrations with Third-party Tools

Enterprise communication software can integrate with other business systems, such as CRM (Customer Relationship Management) software, helpdesk ticketing systems, ERP (Enterprise Resource Planning) systems, collaboration tools, and other productivity apps. That can be of great benefit to your customer-facing team in particular. For example, if your enterprise communications system can seamlessly integrate with your CRM software, your agents will have instant access to all the available customer information that is already stored in your CRM, enabling them to deliver more personalized experiences.

What are the Benefits of Enterprise Communication Solutions?

Businesses today need the right tools to thrive. Enterprise communication solutions offer a powerful advantage, from streamlining teamwork to enhancing customer experiences. Let’s explore the key benefits:

Increased Team Efficiency

One of the most obvious benefits of implementing an enterprise communication system is increased team efficiency and productivity. Tools like video conferencing, instant messaging, and file sharing enable efficient internal communication and collaboration within teams and help keep everyone connected even though your team members might be geographically distributed. This is especially critical for large-scale businesses and enterprises with remote workforce. In addition, workflow automation and workforce management tools can also help optimize your team’s performance. 

Omnichannel Customer Support

Today, omnichannel support is becoming the norm. In fact, a study by Salesforce revealed that 78% of consumers prefer using different communication channels depending on the context. At the same time, 69% expect connected experiences, 74% expect consistent interactions across departments, and 72% expect all company representatives to have the same information about them. With an omnichannel enterprise communication solution, you can support customers across different communication channels and deliver an omnichannel experience since all the interactions will be stored and easily accessible by tour team members from one platform.

Better Customer Experience

According to research, 84% of consumers claim that the experience a company provides is as important as its products and services, and 66% are even willing to pay for an excellent experience. With enterprise communications software, you’ll be able to deliver the level of customer experience consumers have come to expect. Features like skill-based routing, IVR, call queue management, real-time call monitoring, reporting, speech analytics, and CRM integration will empower your customer-facing teams to resolve customer issues faster and more efficiently, improving the overall customer experience and increasing customer satisfaction.

Flexibility and Scalability

Cloud-based enterprise communication solutions offer great flexibility and scalability. Typically, you can easily switch subscription plans and move to a higher plan when you require more features and capabilities to scale up your operations. Most importantly, cloud setup means that your team members will be able to work from anywhere and access the system from any device as long as there’s a reliable internet connection. This flexibility will enable you to support hybrid and entirely remote work environments while keeping all communications secure and team members connected and engaged.  

How to Select the Right Enterprise Communications Provider

Finding the perfect enterprise communication solution means matching features to your business. Start your search by focusing on:

Features and Capabilities 

Are you looking for advanced call management features like custom call routing, call queue management, and automated dialing to handle large inbound and outbound call volumes? Are you seeking to implement a solution to enable omnichannel customer communications? Or do you need a solid set of features to support your internal communication and foster team collaboration? Since feature lists may significantly vary across providers, you’ll want to shortlist potential vendors based on whether they offer features and capabilities that are critical to your unique business communication needs.

Integration Options

A robust cloud communications system for enterprises should easily integrate with your existing systems and business-critical applications. E.g., integration with your existing CRM system will enable your agents to make and receive calls right inside the CRM, eliminating the need to constantly switch between multiple interfaces, which can save them a great deal of time and effort. On top of that, with instant access to customer information, including previous purchases, the history of previous interactions, and customer preferences, your customer service reps will be able to resolve issues faster, reducing the average handle times, improving first call resolution rates, and increasing customer satisfaction.

Security and Data Protection

Communication systems are one of the most vulnerable to cyberattacks and data breaches. If you want to ensure the safety, security, and privacy of your business data, look for a vendor that is committed to providing advanced encryption and solid security measures to ensure your and your customer’s data will remain safe and secure. That is especially critical for industries like finance and healthcare.

Customer Support

In addition to all of the mentioned above, look for providers who offer 24/7 support to their customers, as you want to make sure you can quickly reach out to and get professional customer support whenever you have urgent questions or experience technical issues. Beware that many enterprise communications software providers offer round-the-clock support only with premium plans or as a paid add-on. In general, you can get a comprehensive understanding of the quality, availability, and responsiveness of customer support offered by each vendor by simply reading customer reviews.

Conclusion

Enterprise communication software solutions can help large-scale businesses and organizations handle their customer interactions and internal team communications effectively by combining a range of features and integrating multiple communication channels in a single solution. With the right solution, you can deliver excellent omnichannel experiences to your customers and keep your team members connected and productive no matter where they work from. 

I'm Allison Dunn,

Your Business Executive Coach

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