Unicom considers unified communications to be where a customer takes multiple communication services, such as fixed lines, mobiles, broadband and VoIP from a single service provider.
The platform used to receive services should be irrelevant to the customer.
The services received should integrate with each other seamlessly. For example, you should be able to choose to receive a voice message as text or vice-versa.
In our opinion, Unified Communications isn’t available yet in a cost-effective way. Many companies are talking about Unified Communications, but in reality are just selling different products that are similar or may complement each other.
Unicom customers receive a single reference number, a single customer service phone number and a single invoice for all services we supply to them.
We’re not claiming to have solved the mystery of Unified Communications, but to receive all your services from a single company with a single point of contact and the same service level between products would be a huge step forwardfor most customers.
Supplying multiple products to a customer will always create a sticky customer.
If a customer has been a happy fixed line customer and a broadband customer they are open to hearing about other new products, such as mobile phones, that we can supply to them. We also need to protect our customer base from the threat of mobile companies moving more aggressively into the SME fixed line market.
Full article in Mobile News issue 462 (April 26, 2010).
To subscribe to Mobile News click here