Issue link: https://epubs.iltanet.org/i/27653
• Mobility • Audio, video and Web conferencing • Single number reach • Call detail recording • Desktop sharing • Outlook integration • Click-to-call • On-screen caller ID •Voice access to inbox, calendar, contacts THE BUSINESS PROPOSITION In 2009, MC introduced two simple themes for business decisions based on the business model first advanced by Harvard researchers in the book “The Service Profit Chain:” 1. Will this enable us to deliver better client service? 2. connect our colleagues and clients. When we communicate more effectively, we can deliver better service at a faster rate. •Audio, video and Web conferencing makes it easy for everyone to host scheduled or ad hoc conferences. While it does not replace face-to- face meetings, it can supplement them. •Mobility makes us all more reachable, and it offers more flexibility for individuals. I can work anywhere I can get an Internet connection. Single number deliver better service at a faster rate.” communicate more effectively, we can “When we Will this make our lawyers and staff more productive and more satisfied in their work? Here’s how UC answers those questions: •Unified messaging removes the natural bias each of us has to voicemail or e-mail. No longer will responsiveness depend on whether a client sends us an e-mail or leaves a voicemail. •Presence allows us to better judge availability of our colleagues regardless of geography, and a single communications system allows us to easily reach means I give clients one number, and I decide where it rings based on my needs — be it my mobile, home or any other number. We don’t need to ask our clients to track us down at multiple numbers; we can be easily reached with one. •The combination of presence and IM is a surprisingly powerful combination to reduce communication delays. I can reach people when they are available, get a message to people when they are on the phone, and I can even “watch” people to see when they are free! That lets me get in a 2-minute conversation live, rather than sending an e-mail or leaving a voicemail and waiting to connect. It also reduces e-mail clutter. www.iltanet.org Exchange 2010 17