In our globalized digital world, a local server simply can’t offer companies the support they need to reach a global audience. Consequently, information and software services are quickly being moved to the cloud, without much consideration for all the potential implications. Chances are you have used at least one cloud-based application today. iCloud, Facebook, Dropbox, Microsoft 365, Slack and Asana are all cloud-based. 

Cloud-based services like Amazon Web Services, Azure, IBM Cloud and Google Cloud have enabled companies to deliver software products and services on a global level, allowing quick access to computing power, storage, databases, and advanced technologies such as machine learning, data lakes and analytics. They all offer modern, flexible and cost-effective solutions that grant companies access to the resources they need, when they need them, enabling enterprises to rapidly scale their business without buying and maintaining physical servers.

However, by storing data in a virtualized IT infrastructure, companies are becoming more and more exposed to cyber-attacks. DDoS (Distributed Denial of Service) attacks, ransomware and phishing attacks can cause major data leaks and a severe loss in both revenue and reputation.

So, when considering transitioning to a cloud-based unified communications system or looking for another type of cloud-based service/application, companies should always look into where their service provider stores their data and the security protocols it follows. Totalconnect is the sole UC provider that guarantees that all your company’s sensitive information is stored high availability data centres located in Canada, one of the countries where cloud data storage is regulated through a strict set of laws.

In this article we will discuss key concepts such as data sovereignty and data residency, and see how they impact data security, through a succinct case study on current Canadian legislation. However, each country is different so make to look up information about all the countries where your company or its partners store data and prepare your data security strategy accordingly. 

Data sovereignty in Canada

Data and resources travel fast from one region to another through the cloud, and, as we’ve previously argued, cloud-based applications can become a vulnerability if companies don’t take their time to see where and how their data is being stored and what legislation is in place to protect it. The concept of data sovereignty essentially means that when information is stored in a particular region or country, data can be accessed by third parties and data owners according to local legislation only. S

o, if data privacy legislation is lax in any given region, your company’s data could be compromised. For instance, in the US the Patriot Act allows government structures to access private data provided certain conditions are met, whereas, in other countries like Canada, your company’s data is more protected thanks to Canada’s Privacy Act and PIPEDA (Personal Information Protection and Electronic Documents Act).

PIPEDA was created with 10 fair information principles in mind that control how personal information can be collected, used and disclosed. It empowers individuals and enables them to manage how their personal information is handled by private companies. According to these principles, each organization is responsible for the personal information under its control and must appoint someone to be accountable for compliance with PIPEDA principles.

PIPEDA prioritizes consent and limits collection, use, disclosure and retention, so data can only be collected for specific, well-known and agreed-upon purposes and must be discarded once these purposes are fulfilled. Individuals have full ownership of their data and can always request access to the data companies have about them and are free to challenge any organization’s compliance with the fair information principles. More information about PIPEDA is available on the website of the Office of the Privacy Commissioner of Canada

Thanks to its current legislation, both consumers and companies are protected from harmful data leaks and unnecessary government interference, making Canada one of the safest countries to store your company’s data. However, in order to benefit from these protective laws, companies must first achieve data residency.

Data Residency in Canada

In 2018, the Canadian Federal Government announced their “cloud-first strategy” marking the beginning of a digital transformation within the government. This focus on moving government data into the cloud was, of course, accompanied by a renewed focus on data security. 

In order to make sure that their data is protected by Canadian legislation, companies need to achieve data residency. This means that your company’s data must never leave Canadian soil, even when you connect to your public cloud service. Consequently, setting up a private network connection to the Cloud is recommended. AWS Direct Connect is a great solution to this problem. 

Storing all your data on a Canadian server is not enough to achieve data residency, your back-up needs to also be in Canada. It’s considered best practice to choose two connected data centres from different regions, thus preventing a system collapse in case of a natural disaster. This type of solution is known as a Multi-Cloud solution, but a hybrid solution with an on-premise implementation and another data centre situated at a different location in Canada can also help your company achieve data residency.

Next Steps for Data Protection Compliance

As cloud-based solutions become more and more accessible to companies, businesses need to adapt and consider concepts such as data sovereignty and data residency when choosing cloud-based services, or risk compromising data security. This is particularly true for choosing a Unified Communications solution, as this type of system handles potentially sensitive data.

Companies looking to expand and scale their business through cloud services should set up clear policies and practical systems that include specific mentions about cloud data location and jurisdiction requirements. This way decision-makers will know what criteria cloud-based applications need to meet, in terms of data security, in order to become reliable business partners.

Professional applications are an important part of company culture. And corporate communication applications even more so than others.  An inadequate accounting app will most likely cause frustration among the financial department, but an inappropriate corporate communication solution can lead to miscommunication, resentment and an overall lack of effectiveness that impacts the entire company. In short, by implementing a communication solution that does not cater to the true needs of employees, companies can create a toxic culture that hinders development.

Unified Communications: A user-centric approach to communication

Unified Communications systems are designed to be user-centric, enabling employees to access all the communication tools and information they need with just a couple of clicks.

UC solutions ensure that all employees have access to a vast array of communication tools, from internal chat to video conferencing and everything in between. With just a few clicks within the system interface, users can access the chosen communication channel and switch as needed, without wasting precious time going from one platform to the next. And, with various integration options available, employees can directly access information from other connected applications in seconds. In short, by providing a truly friendly interface and making the user experience a priority, UC systems help employees become more productive. 

UC solutions are designed to truly cater to the needs of the modern workforce in more ways than one, so, in this article, we will explore how Unified Communications systems elevate user experience, enabling employees to meet company goals.

User Experience fit for the modern workforce

1/ Increased mobility and employee satisfaction

It’s no secret that employee needs and wants are different today than they were ten or even five years ago, and one of the key changes is an increased need for mobility and autonomy. A study conducted by Bentley University highlights the fact that 39% of millennials say that the ability to work remotely would help increase their productivity.

As such, given the challenges of the modern work environment, UC solutions have developed the technology needed to enable users to make and receive calls using the company communication system regardless of their location. In other words, UC software is no longer bound to computers or laptops and is now available through powerful mobile apps that help employees keep in touch with clients and coworkers even when they are travelling.

The Find Me and Follow Me features incorporated by some systems are also quite useful. Thanks to Find Me, users can receive calls in any location, be it their home office or HQ, while Follow Me allows a call to ring in multiple locations simultaneously or in a sequence. With the right UC solution employees never miss important calls.

2/ Improved workflow and effectiveness

Increased mobility does not mean being on-call 24/7. In fact, quite the opposite. UC systems are designed to help employees work smarter not harder. By offering numerous automation options, Unified Communication solutions can enable users to focus on the tasks that are truly worth their attention. For instance, IVR (Interactive Voice Response) makes sure that callers are automatically guided to the person best qualified to assist them, without the need for additional interventions from other employees. And when an employee needs a colleague’s assistance, he or she will know when that particular person is available thanks to the status and presence features. Needless to say, these features are even more important when collaborating with remote members of the team.

UC solutions also provide dynamic call and data reporting features that can help companies optimize their communication workflow. With up to date information about wait times, call durations, and the number of queued calls always at the ready, companies can choose to implement new technologies and features, modify the general workflow or hire additional personnel in order to improve performance before clients or employees become dissatisfied.

3/ Productivity: tools for better results

Today’s highly competitive business world encourages companies to focus on delivering quality results that make them stand out. The easiest way to make sure your company provides the best solution to a client’s problem is to make sure that the entire team is contributing to its development. That’s why UC solutions enable users to manage communications easily, offering the ability to click-to-call, and a number of highly useful features such as call queues, messages and coworker status information.

Plus, all the features and functions are available through the same interface.  And, UC systems even facilitate access to important information through powerful integrations. By connecting the communication system to other essential apps and systems like CRM platforms, email-clients and other professional applications, companies make sure that employees can not only communicate with ease but that they also have access to the information they need in order to make the best decisions.

While the ability to seamlessly connect multiple communication channels into a single interface is a feat in itself, UC solutions have more recently become an obvious choice for companies looking to attract and retain high-performing employees, thanks to their focus on user-experience and their ability to adapt to varied employee needs

Unified Communications systems integrate modern communication tools and resources in a single, user-friendly interface, enabling employees to communicate effectively and effortlessly. With Call, Unified Messaging, Desktop Sharing, Video Conferencing and many other functions always a couple of clicks away, UC solutions are fast becoming an obvious choice for companies looking to better workforce collaboration and improve productivity. But, as tempting as it may be to begin as soon as possible, it’s best to take your time and accurately identify your company’s priorities when it comes to communication and the resources needed to reach this particular set of goals.

Thorough preparation is the key to a frictionless transition to Unified Communications. That’s why, in this article, we will focus on the five steps you, as a change-maker, need to follow in order to navigate this process successfully.

1. Start with IT 

Improved communication and productivity are great arguments in favour of switching to a United Communications system, but there are also technical aspects and costs to be considered before beginning this journey. In other words, if you are to build a solid strategy for UC implementation, you need to have a firm grasp of all the resources available. When evaluating your current IT resources, start by taking a good look at your current configuration and the baseline costs.

• What is the current configuration and what processes does it facilitate?
• How much does your monthly phone system cost?
• Do you have extra costs for service and maintenance?
• How much time does your IT department spend administrating the current system?
• What are your security needs?
• Are you satisfied with the state of your current IT components?

After answering these questions, you will be better equipped to define appropriate goals for your Unified Communications system. So, make sure you grant them your undivided attention before moving on to the next step.

2. Choose the right objectives

With a technology that promises to deliver spectacular results, it’s easy to shoot for the moon. But the moon might just be out of your company’s budget, so it’s probably best to choose more realistic objectives. Goals need to help you build excitement within the team, but they should also help you manage expectations. That’s why when building a UC implementation strategy, you should always aim for measurable improvements.

• Will a new UC solution help the company cut costs on its monthly phone bill? By how much?
• Are your customer service agents going to be more productive? By how much?
• Is process automation going to improve overall employee performance? By how much?

Is repeating by how much becoming increasingly annoying? By how much? Hopefully, these questions help drive home our initial point. In order for objectives to be relevant and achievable, they need to be measurable. Take your time when considering the multiple advantages Unified Communications systems bring to the table and translate them into numbers and percentages that make them meaningful for your company.

3. Create a clear migration plan

A company does not simply switch to using a UC system. The transition happens gradually, and companies need to be prepared to support employees throughout the process.

Make sure you allocate resources for training employees, because, without knowledgeable employees, even the best Unified Communications solution will fail to meet expectations.

A solid migration plan takes into account the needs of employees in every department, while also considering the future development of the company. Starting small with a 3-6 test that only involves a small number of teams can make a huge difference when it comes to optimization, but it’s equally important to create a migration plan that maps out all the steps necessary for long-term deployment and success.

4. Find the right UC services provider

At this stage of your research, you probably know what the company’s current capabilities are, what goals you need to reach, and how much time the transition to a new UC system should take. With all this information in mind, it’s probably time to find a vendor. However, there are some additional topics you should consider if you want to make sure your company signs up for the right package of technology and services.

• Does your company require full implementation and support for the system, or do you have some network basics already?
• Do you need extensive training for your employees and what budget can you set aside for it?
• Will your company require constant support after implementation? Does your vendor offer support? What type of support: telephone, chat, email, and when will it be available: 24/7, during office hours?
• Does the UC provider offer constant upgrades in order to keep up with the evolution of the market?

5. Long-term sustainability

Once your company decides on a solution and a vendor, the company can finally begin implementation. However, implementation is just a stepping-stone towards a truly successful UC system. In order to reap the benefits of Unified Communications, such as increased productivity, better collaboration and enhanced mobility, companies need to prepare for long-term usage and factor in all the resources required for maintaining the system, from hardware to personnel.

Of course, one cannot anticipate all future challenges, but the good news is that UC systems provide great flexibility and can be easily scaled up or down as needed. These systems are built to adapt to the evolving needs of companies and employees. So, with a minimal amount of planning, any company can successfully navigate the transition process and implement a Unified Communications system that supports future growth.

When setting out to create a successful business, entrepreneurs usually think about the product or service they wish to build their company around and a marketing strategy to promote said product or service. However, the Customer Service department is just as important as the other departments, although it’s seldom treated with the same consideration. In fact, one might argue that the Customer Service department is even more important because it connects companies and consumers directly.

An excellent Customer Service department can become a clear competitive advantage because it helps build customer loyalty. And loyalty translates into sales. This means customers are more likely to make new and more consistent purchases across a longer period of time if your company offers proper support at the right time. And, with customer acquisition costs on the rise, customer retention is becoming more and more important. On the flip side, poor customer support experiences will drive clients away in no time. According to Microsoft’s State of Global Customer Service Report, a single negative customer service experience can make two-thirds of customers stop doing business with a brand. So, in a way, Customer Service is a powerful tool that businesses simply can’t afford to ignore.

How can companies improve their customer services in order to meet consumer expectations and create positive brand experiences? Unified Communications Systems can help elevate the customer service experience by offering agents access to details about customers and their problems with just a few clicks and enabling them to make a call with a single click. Plus, effectiveness and consumer satisfaction are also improved thanks to advanced automation systems. UC systems are a modern solution for consumer service teams, that caters to the needs of both consumers and employees, by improving the entire communication workflow. Here’s how implementing such a system can contribute to business development and growth.

1. UC systems enable customers to help themselves

Unified Communications systems offer support for Interactive Voice Response (IVR), in order to guide callers towards the employee that can best assist them. Using this technology, companies can create an infinite number of “call trees” covering the most frequently asked questions, thus limiting the time clients spend “on hold” and enabling them to help themselves to whatever extent possible. Needless to say, by automating certain routine calls and requests, UC systems help customer service teams reduce their workload and focus on the important tasks.

2. CRM Integration

UC systems offer multiple integration possibilities, but CRM integration is probably the most important one for improving the quality of the customer service team’s work. Through UC and CRM integration, companies can add all the relevant information to the customer profile attached to a certain number, including prior conversations and IVR recordings. Using this information, customer service agents can find the best solutions for consumer requests, minimizing the time spent researching and maximizing productivity.

3/ Enhanced Mobility

UC systems are a communication solution tailored to the needs of 2020’s mobile workforce. The system enables customer service agents to process requests and answer calls through the central phone system regardless of their location. Plus, most systems also provide a mobile app that allows employees to respond promptly even when they’re on the go. And, if a customer service agent is busy with another call, the customer can receive an IVR message asking them to leave a message or accept to be redirected to another agent. Additionally, each employee’s availability status is visible for all colleagues so they can collaborate in the most effective way possible.

4/ Performance Monitoring and Analytics

According to a recent study by the Harvard Business Review, 60% of enterprises use real-time customer analytics to improve customer experience across all touchpoints, and that number is expected to grow to 79% within two years. The UC system provides detailed, in-depth, analytics and reports about call duration, hold times, queue login time, number of abandoned calls and number of redirected calls, enabling companies to optimize their customer service. Reports are fully customizable, so the management team can modify them in order to get the needed insights. Using the system, managers can learn who the best performing employees are and can step in to help those who are struggling. Unified Communications systems offer a number of features meant to facilitate the training of new employees. Managers can listen to and record calls as needed, they can “whisper” helpful tips when the agent is tackling a difficult issue or they can step in the conversation in order to calm a customer or simply provide extra support.

With its IVR features, CRM integration, enhanced mobility and reporting capabilities, UC technology helps companies keep up with impatient consumers and mobile customer service agents, in order to deliver the best possible experience with every interaction. And delivering a consistent user experience across all touchpoints is fast becoming a prerequisite for retaining customers and building consumer loyalty. So, businesses need to look into the available Unified Communications solutions and prioritize implementation, if they are to thrive in this new hyper-connected decade.

When considering transitioning to a Unified Communications System, companies often consider the positive impact such a system will have on workforce collaboration and productivity. The benefits of implementing a solution that unifies all the main in-house communication channels such as Voice, Messaging, Desktop Sharing, Voicemail, Chat, Fax, Conferencing, Video conferencing and Interactive voice response are quite obvious. By facilitating smoother interactions within the workforce, companies help employees better manage their time, work more effectively and deliver more valuable work. Plus, by integrating other tools like email, web applications, CRM systems and consumer support software, just to name a few, companies can even maximize their external communication efforts.

In the end, it all comes down to a great return on investment. However, this is not to say that employees do not benefit from using a unified communications system. By supporting a smooth communication flow within the company, UC solutions help employees manage their day-to-day tasks in a less stressful fashion, enabling them to prioritize important projects they feel passionate about, instead of going from platform to platform in an effort to reach out to their peers. There are plenty of automation options that can help ease the workload, and most UC systems offer presence options, so colleagues can know when someone is available for a helpful chat. And, if they are available, a simple click is all it takes to contact them and ask for assistance.

More collaboration. Better Productivity. Less stress. Unified communications seem to provide a win-win situation for both employees and stakeholders. But are all employees happy about transitioning to a UC system? After all, implementing change can be stressful especially for those who have to deal with all the technicalities and details of switching to a new system, while integrating existing hardware and applications. So, are the system admins excited about the transition? We definitely think they should be. And here are the reasons why.

1. A smooth transition thanks to the interconnectivity

The beginning of the transition is not all fun and games, but neither is upgrading an analog system or switching to a digital one. System admins are often required to stick to a limited budget while trying to come up with a solution that meets all the important company goals. However, UC systems are known to support interoperability between the new system and the previous one. This flexibility can make for a smoother, more gradual transition, that gives system administrators enough time to adjust their perspective and find the best solutions.

2. Easy integration for APIs

One of the most challenging tasks when implementing a new communications system is integrating different types of software that were not originally meant to work together. That’s why the state of the art UC solutions provide powerful APIs that enable system admins to flawlessly integrate different business tools into the system.

3. Reduced workload

Unified communications systems enable admins to easily create custom call rules, tailored to a specific company’s workflow. So, for instance, the whole process of configuring ring groups becomes much more intuitive and straight-forward. Plus, the system seems intuitive to the entire workforce, not just to IT professionals. All employees can easily start using the friendly UC interface without any rigorous training or assistance, cutting back on the hours the IT team needs to spend making sure everyone can use the new system.

Since UC solutions provide countless process automation possibilities, it’s only natural for Cloud-based solutions to also provide automated updates for the system itself. In this case, the system is always up to date, leaving the system admin to tackle more important tasks.

4. Enhanced mobility

Unified Communication systems would not be so popular if they did not foster mobility. Mobility is actually considered essential for improved productivity by younger members of the workforce. In fact, according to a study by Bentley University, 39% of millennials say that the ability to work remotely would help increase their productivity. But system admins also stand to benefit from this increased mobility. UC solutions also offer apps that can be installed on an employee’s personal device, so there is no longer a need for configuring countless business devices. Even when it comes to more traditional phones, system admins have less work on their hands. By using plug-and-play IP Phones, instead of devices that require an actual line, switching offices does not mean changing existing configurations. Consequently, the system admin does not need to worry anymore about making sure each phone keeps its extension.

5. Faster troubleshooting

Remote access and desktop sharing are a system admin’s best friends, especially when it comes to troubleshooting errors within a large organization, particularly if there are more locations. Plus, with the workforce becoming more and more mobile, the ability to fix issues regardless of their physical location is becoming non-negotiable. And rightfully so. All employees deserve access to technical support, regardless if they are currently working at HQ or at home. However, this does not mean that system admins can’t leave the office and offer on-site support. UC solutions enable them to do just that while staying connected to their peers. Thanks to mobile apps, the system admin can keep working even when they are on their way to a different company location.

To sum up, system admins who embrace change and unified communications systems stand to benefit from their versatility. Thanks to the countless integration and automation opportunities, these new unified solutions offer admins the chance to enable other employees to work more effectively and to start working smarter themselves. However, before jumping on board of the Unified Communication bandwagon, you should take into consideration the company’s needs and see how these match up against what UC providers are offering. So, feel free to do some more research on the Totalconnect site or simply request an offer to get a more accurate description of what features and functions are recommended for your business.

In today’s hyper-connected world, Unified Communications systems are fast becoming an important part of the business strategy of both medium-sized companies and large corporations. So, in this article, we will explore the advantages of using a UC system for your business.

A platform to rule them all

But first, let’s make sure we are all familiar with what the phrase Unified Communications actually means. The term refers to a platform that integrates a number of communication technologies, from phone systems to video conferencing and desktop sharing.

The obvious advantage of using a UC system is that employees don’t need to log in and out of different apps to send messages, emails or voicemail, wasting precious time. A Unified Communications solution is usually customized to suit specific business needs and to include all the communication services users require. It generally offers support for a significant number of features like: Voice, Unified Messaging, Desktop Sharing, Presence, Voicemail, Chat, Fax, Conferencing, Video Conferencing and Interactive voice response. Moreover, it can integrate with some of your business’s essential platforms such as email, web applications, CRM systems, customer support software and everything in between.

Making an impact

The goal of any Unified Communications system is to encourage business growth by promoting better internal and external communication, and by ensuring quick access to resources available through other integrated applications. And the best thing about this type of system is that it can be optimized to make each interaction more comfortable, leading to more collaboration and a more productive work environment. For instance, when an employee wants to contact a coworker, he or she can initiate a call or start chatting with a single click in the browser window. Effectiveness can be further amplified through integration with other systems. In fact, a great way to keep a record of calls, even when you don’t want them forwarded, is to instruct the system to send a notification email.

Unified Communications can also help employees communicate more effectively with customers, sales prospects or business partners

However, the business world is a competitive place where results matter as much as the resources allocated for achieving them. In fact, a recent study by CompTIA concluded that 61% of companies prioritize cost reduction in their communications systems, while also wanting to improve consumer engagement and employee productivity. So, it’s reassuring to know that a Unified Communications system actually helps companies reduce costs. Businesses can implement a UC solution at a fraction of the cost of a traditional phone system and this type of system is also easier to manage for IT Teams, freeing up time for more important tasks.

Why choose Unified Communications?

UC systems are essential tools for companies who want to harness the full potential of their employees. Let’s look more closely at how improved communication can actually help support business growth. There are countless benefits, but we will only pinpoint the most important five.

1. Improved productivity

When employees are able to communicate using a single all-encompassing tool, the time that would have been wasted going from the video conferencing app to the email app will be used for more important work. Integration of different systems and business apps frees up even more time, and by automating certain processes within the system, everyone can communicate and operate effectively, leading to more productive workdays.

2. Lower Administrative Costs

As remote work becomes more and more common, providing the right support for remote employees and collaborators becomes crucial. According to a study by Bentley University (The Millennial Mind Goes to Work), 39% of millennials say that the ability to work remotely would help increase their productivity. So, implementing an UC system can have an even greater impact in the near future, by encouraging mobility and granting remote workers access to the same communication features and system resources as their in-house colleagues.

Moreover, a UC system enables employees to stay connected to clients from any location, even when travelling for business. Firms can choose to allow employees to use their own mobile devices for accessing their work communication system so that companies are no longer required to purchase devices for the entire workforce, and workers are not compelled to carry around and monitor more than one device.

3. Reduced Operational Costs

UC systems are based on VoIP technology. This technology merges voice, video, and data into a single connection, using up fewer resources than an analog or digital connection. With a Unified Communications system, you can forget about certain expenses, such as long-distance fees. Plus, your company does not need to contract the services of a technician every time a modification needs to be implemented in the system, thanks to the permissions granted to system admins.

In fact, system administrators benefit immensely from the upgrade to UC solutions. Unified Communication systems offer features that enable admins to work more effectively. Even when working with a tight budget, administrators don’t have to worry about making the transition to UC, because most systems support interconnectivity with older equipment, so, hardware can be updated as the needed budget becomes available. Moreover, UC systems can be configured using APIs, which makes it easier to integrate with a variety of business tools. Consequently, the switch would definitely be beneficial for administrators looking for more flexibility.

4. Enhance Collaboration

Employees are much more likely to interact with their coworkers and ask for their support or opinion when they have all the contact information they need in one place. It’s easier to start a conversation when you can send them an Instant Message directly from the UC interface or click to call. Plus, you know that person is available thanks to the status availability feature. The UC system also enables collaboration on shared resources. For instance, when the Unified Communications system integrates a CRM system, different employees can update the same contact records as needed.

5. Secure your Communications

Like any other Internet-based technology, VoIP can be vulnerable to threats from other networks. That said, Unified Communications systems are well-equipped for keeping them in check. They usually include build-in security features or provide session border controllers.

The future of business communication is here

Unified Communications systems offer more features and more flexibility than traditional phone systems. They integrate into a single, intuitive, platform all the needed communication channels that employees might need in order to collaborate more effectively, and even include powerful integrations that help automate tasks, so everyone can be more productive. With features that enable remote workers to be at their best and make everyone feel like part of the team, Unified Communications systems are more than a tech trend, they’re a glimpse into the future of business communication. So, take your first step towards a more connected future.