How Centralized Communications Promotes Better Employee Connection
Jefferson County uses the Cisco Unified Communications Manager for phone calls, email and — with Jabber — instant messaging. “With Jabber being unified into calling and voicemail, you can see at a glance who’s available and who is on the line,” Vincent says.
That’s a boon to productivity. If someone is tied up, “I’m not going to waste my time calling or bothering them. If I see they’re not there, or not available, I can type a really quick, simple message” from within the same system, Vincent says.
In fact, everything seems easier with unified communications. Jefferson County upgraded with the assistance of CDW•G, and office operations have been much smoother ever since.
“We used to have a thick, printed list of all the county phone numbers. We don’t need that anymore. You just open up Jabber and type in somebody’s name, and you can see what their direct line is. That saves everyone a lot of time,” Vincent says.
Upgrades Made For Streamlined and Modernized Communications
“When the pandemic hit and we sent everyone home, we weren’t scrambling. We had everything in place,” Barham says. “We knew how to do remote meetings, how to receive phone calls from a computer or from an app on a mobile phone.”
As a result, “the citizens didn’t notice any difference. They called a number and the person on the other end answered it,” he says. Regardless of the employee’s physical location, the citizen service “was seamless.”
Unified communications supports a high level of productivity among city staff. “Communication is no longer just the telephone or a chat message or a video-based meeting. It’s all of those, and the Holy Grail is to have them unified,” Barham says.
“Having all of that in a single platform means that you don’t skip a beat,” he says. “I can be on a phone call with someone, and if I have a question from another person, I shoot them a chat and get that information back instantaneously. It just streamlines all of that communication.”