Small and medium-sized enterprises are key players in the economies of many Countries.

In recent decades they have been exceptionally determined to undertake the road to digital innovation, long since taken by enterprises. This has also been possible thanks to processes and tools designed in a gradually simpler and more accessible way even for less structured businesses.

In Unified Communications, the application of Software as a Service logic, which has long been known in the field of IT, has also enabled SMBs to adopt tools for managing and monitoring communications with their customers.

The growth trend for these products is increasingly positive, with an estimated market value in 2022 of $113.48 billion, and the forecast is for a compound annual growth rate (CAGR) of 17.4 percent from 2023 to 2030. It is not only large enterprises that will drive this trend but also smaller companies that, with less complex internal structures and streamlined approval processes, can speed up the adoption phase of UC solutions. In addition, even many SMBs today operate in a scenario where part of their employees works remotely or in hybrid mode, thus sometimes making it necessary to remodel the previous UC tools in use.

Why, then, should a small business invest in Unified Communications?

Here are 4 of the main benefits that could drive change:

  • To improve collaboration and internal communication

Even in a small business, there can be silos and difficulties in the shared management of information and documents. UC solutions can simplify collaboration sharing among employees, regardless of where they work.

  • To intelligently integrate business data

Small businesses need to manage inbound communications and link them to the CRM/database that actually contains all their customer information. At the same time, the limited number of available resources does not always allow for systematic updating of the inbound information flow. Unified Communications solutions such as those from Mida for the Teams environment make this more agile because they allow systematic synchronization between the information employees receive from customers and the CRM.

  • To innovate at an affordable cost

With a UC as a service product suite, there are no licensing costs to purchase. In addition, the system is flexible and the number of users can grow with the business, thanks to the pay-as-you-grow principle. In addition, software upgrades and maintenance are handled by the solution provider, which is a great advantage for the company.

  • To improve the customer experience

Thanks to the integration with CRM, keeping track of the history and the changed or new needs of each customer who contacts the corporate contact center is very easy. In real-time during the call with the customer, the operator can add notes or comments, as well as involve other colleagues in follow-up or upsell activities.
In addition, conversation/communication recording and advanced reporting systems can indicate how and where services can be improved, going so far as to indicate, for example, areas for improvement in agent training or cost of services.