Why we talk about contact

You may have noticed that Enreach increasingly uses the term ‘contact’, rather than talking about unified communications (UC) or UCaaS. There is a good reason for this shift in our focus: we believe ‘contact’ more accurately describes how people communicate, collaborate and work these days. Plus, it fits in with our vision to enable more meaningful human connections, whether ad-hoc or planned, without digital or physical barriers.

‘Communication’ is an exchange or information (verbal or non verbal), while ‘collaboration’ is about working together, and ‘productivity’ is how people work. What ‘contact’ does is embrace all three of those, and also reflects just how many forms of contact most of have these days, across voice and data, for instance chat, mobile phones, email and more.

We also like ‘contact’ because it fits into a more modern view of the digital workplace. To us, talking about UC and UCaaS is still valid, but they are starting to feel old-fashioned and out of step, not just with our vision but these terms are not representative of how everyone shares and receives contact in multiple ways. Also, UC and UCaaS describe the ‘how’ not the ‘why’, technology abbreviations that work for the industry but not for people in general.

We also see contact converging, bringing those technology islands together, so that people can have more natural and focused conversations (whether via
voice, video or data), without all those technologies getting in the way. We will be sharing our vision for converged contact shortly. In the meantime, why not have a think about all your own forms of contact — incoming and outgoing — and what, in an ideal world, could be improved.

FAQ

What is VoIP and how does it relate to a contact center?

VoIP (Voice over Internet Protocol) is a technology that allows voice calls to be made using a broadband Internet connection instead of a traditional phone line. Many contact centers leverage VoIP for efficient, cost-effective communication.

How does cloud-based deployment enhance the efficiency of a telecom system?

Cloud-based deployment in telecom systems allows for seamless scaling and routing of telecommunications, improving efficiency and reliability. It also reduces the need for physical infrastructure and maintenance.

What are the benefits of using SIP in a business phone system?

Session Initiation Protocol (SIP) trunking is a method of sending voice and other unified communications services over the internet. It provides a scalable and cost-effective solution for businesses, facilitating both inbound and outbound calls.

What is the role of a PBX in a telecommunications system?

A PBX (Private Branch Exchange) is a telephone system within a company that switches calls between enterprise users on local lines, allowing users to share a certain number of external phone lines. Modern IP PBX systems can also switch calls between VoIP and traditional telephone users.

How does 'X products' improve the customer experience in a call center?

'X products' enhance the customer experience by providing scalable solutions for call routing, recording, and seamless telecommunications. They also offer VoIP and SIP trunking capabilities for efficient communication and call management.

What is Gartner's perspective on the deployment of phone systems in a business?

While Gartner's specific perspective may vary depending on the context and type of phone system, they generally advocate for solutions that enhance customer experience and improve operational efficiency, such as cloud-based systems and VoIP technology.