Top 5 Pain Points with Unified Communication Providers

Why bigger providers can’t cope with the demands of many businesses who need instant support to stay productive 

For unified communications and collaboration providers there is often a lot of difference in what they can offer customers to help them to work better, and as a result, there are a lot of pain points that can occur.  

When it comes to improving your work environment, there is a lot to consider and the unified communications and collaboration provider you choose to work with will have an impact on how you – here are five paint points you might find with providers who are large in size, but perhaps not when it comes to attention to detail for individual customers. 

Lack of Customer Support  

Working with some companies will mean that you’ll never see or speak to the same person twice in your time with them. While with smaller companies you’ll get the know the ins and outs of how they run as well as the people in charge, at bigger organisations, they can feel faceless. For many big businesses, customers are just a number and not memorable, treating each customer the same despite the differences that everyone has. 

When something goes wrong you want to feel like you’re being helped in the best possible way. When it comes to customer support at big organisations, it’s easy to get pulled from pillar to post, speaking to one department, then another, and then before you know it, you’re sent back to where you started from only to go down a different road that goes nowhere, leaving you in the same position as when you started.  

Bigger businesses can often struggle to provide the one-to-one consistent support of a smaller organisation that has the time to look after individual customers’ needs – often customers they’ve dealt with directly and remember. 

 

Tied Into Offering Specific Products  

Big organisations don’t have the freedom or flexibility of small companies.  

This is mainly because of the way they’re structured, bigger businesses are often tied into contracts or have certain partners, which means they are limited to what they can offer customers. So if a specific product can easily fix an issue you have, a bigger unified communications provider may not be able to offer it for contractual reasons, meaning you don’t get the ideal replacement that you need.  

However, smaller providers can provide better flexibility, which includes out of the box thinking that provides creative solutions and a better range of providers for products and services as they’re not tied down to contracts like bigger organisations. This means that customers always get the best solution possible. 

 

Lack Of Understanding For Custom Needs 

To get the best out of something, it needs to be tailored to how you work and your objectives.  

Unified communication providers often struggle to be able to provide suitable solutions and flexible needs and when it comes to getting the most from your products and services, a custom solution is a great way to go.  

With bigger providers often tied into contracts or partnerships, custom integration is difficult to be implemented and when your existing legacy system may also need to be taken into consideration, it’s an issue that needs to be handled with care. A custom solution with efficient and seamless integration with a legacy system is one that requires a flexible provider.

 

Issues With Connectivity Infrastructure  

For many providers, the future is uncertain due to the infrastructure their unified communication solution is built on. A connectivity backbone for a business needs to be airtight, not only for your internal communications between employees but also to speak to your customers.  

There’s nothing worse than not having consistent communication with clients and having calls drop out or IT failing, even for a moment, it does not give the right impression. While issues occur and things can go wrong, you need a provider that is quick and nimble enough to deal with solutions so that it doesn’t impact your customers and often, bigger organisations are happy to provide you with a helpdesk ticket and put you in a queue, rather than fix the problem instantly like a smaller business can. 

 

The interface isn’t intuitive 

Many providers of unified communications often won’t understand the issue of having unintuitive software and how it impacts day to day work. If the software isn’t created in a way that demonstrates itself as a benefit to your business every day in how you work, then it’s an issue.  

Hybrid and remote working require seamless integration with cloud platforms and a way of working where any issues are able to be fixed almost instantly. For bigger providers, having the flexibility to deal with this can be difficult, while smaller unified communication specialists have the capacity to handle all customers with the care and support that they need to stay on the job. 

 

Fix Your Pain Points Today, With A Unified Communications Solution Built For You 

There are many pain points you face every day, but with Amtech the move towards a better, more intuitive unified communications solution is right around the corner. Perfect for Project and IT managers so that they can get a hold of their systems, Amtech’s Unified Communications Solutions can be custom built to ensure it’s the right, consistent and efficient fit for your business and your customers. 

Talk to us today about the benefits and see an incredible ROI whilst also moving away from old legacy platforms and obsolete software.