Q&A with BroadSoft's Micaela Giuhat

Last week, the CTI Group team attended BroadSoft Connections 2014: Power Up, an event that highlighted the latest in unified communications. After the event, we interviewed Micaela Giuhat, senior director of solutions at Broadsoft about her session at the conference and how organizations can leverage the greatest benefits from UC. Here’s what she had to say:

Tell us a bit about who you are and what you do.

I have been with Broadsoft for a little over a year, and I’m in charge of one of the verticals announced this year at Connections: Education.

How do you define unified communications?

Unified communications is everything that has to do with real-time communications using one interface. In other words, having one user experience for all my real-time communication needs.

What are the biggest benefits of integrating UC services with other business process applications?

For the service provider, integrating UC services creates value for the end user, creates “stickiness” for services, and provides the opportunity to become a much more significant business partner in planning the roadmap for all business processes.

For the enterprise and the end user, integrating UC services improves productivity, improves the accuracy of communication, and reduces costs.

Can you share some examples of common business systems that can benefit from this approach?

A few examples are desktop integration (Outlook, Google), CRMs and hospitality systems.

What are the most common challenges companies encounter when integrating UC services?

When companies try to take a piecemeal approach to integrating their communication, they usually have a costlier implementation.

What is your best advice for overcoming those challenges?

Think through the most-used business processes in your enterprise and plan the integration roadmap carefully. And, use open platforms.

What are some of your favorite examples  of how unified communications can extend the value a company can offer to its customers.

  • Better communication with customers. If a prospect is calling and the call is integrated with the CRM, the company can easily answer with the right information, because it popped up when the call came in.

  • Higher customer satisfaction. For example, a company can provide tiered services to customers.

  • Better collaboration for students. Having a UC-One allows students to collaborate anytime from anywhere.

 

Did you attend Micaela’s session at the conference? What were your biggest takeaways?

 

About CTI Group

CTI Group provides dynamic business solutions which help businesses transform the way they monitor, measure, and manage communications data. Today's leading organizations all have one thing in common - they listen to and understand their customers. CTI Group offers solutions that add true value to the service provider portfolio, enhance business productivity and customer satisfaction, and provide a seamless experience for end users. Looking to enhance your UC investment? Contact CTI Group Today.