An effective system of communications is essential, not just for efficient internal information flow but also for matters relating to customer service, sales and support. Skype for Business is a low cost solution that businesses of all sizes are using. If you are considering using Skype as a replacement for PBX (Private Branch Exchange) and/or external sales calls, support and telephone marketing, you should first read through these pros and cons to determine whether it is right for your company.
PROS
Skype for Business is a combination of the well-known video call software called Skype and Microsoft’s business communications platform called Lync. It includes far more than the basic Skype functions you expect, allowing you to route calls based on numerical or voice responses and working hours into queues or groups. You can configure the waiting calls to route to all staff at the same time or based on a time preference. You can also track incoming calls so that when the first group doesn’t respond then another can receive it. All call data is archived and stored in an SQL database for your access.
With Skype for Business you can add up to 250 people to an online meeting. It also provides enterprise-grade security and is integrated with your Microsoft Office apps. Another major advantage of Skype for business over PBX is that it offers a unified communications system with multiple formats including video conferencing, telephony, instant messaging and email, all available in a single platform.
Skype for Business provides an opportunity to save on mobile expenses without sacrificing the quality of communication. Frequent calls during collaborative projects can rack up high bills, particularly if some team members are abroad. With Skype for Business you only pay a nominal fee. It is offered as a standalone plan or can be integrated into your Office 365 subscription. You can manage individual employee accounts and designate a specific amount of call credits for them so they stay on budget.
The video conferencing function reduces costly travel expenses because a virtual conference is as good as a face to face meeting in many cases. The instant messaging feature is also handy as a semi-formal means of quick information exchange. This is especially useful when you have employees in different time zones so arranging calls can be more difficult. Skype for Business will also make it easier for your staff to remain accessible to your customers to answer any pre or post-sales questions they might have.
Skype is a well-established brand which your employees are probably already familiar with. Not only does it work on Windows and Mac computers but there are also a variety of iOS, Windows Phone and Android apps available for phones, tablets and other portable devices. This means your workforce can be switched on to multiple forms of office communication wherever they may be.
Skype is owned by Microsoft and it’s integrated with your Office apps which means you don’t need to retrain staff to use new software. This also takes the strain of your IT department, since they are likely to be accustomed to managing and maintaining a Microsoft system.
CONS
Despite all the aforementioned benefits, Skype for Business does have limitations and some users report errors such as shared slides not moving and video not recording when more than 25 people are participating in a meeting. Another problem that can occur with larger conference rooms is that the speaker’s voice is obscured by noises from other people in the room, particularly by things like spontaneous applause. This is because the speaker’s mic volume is automatically turned down in response to the louder noise.
Other users have reported synchronisation issues when communicating between a desktop client and a mobile app. In a worst case scenario this could seriously disrupt the flow of a conversation. There are also instances when a minor connection issue will cause you to be signed out of the app.
Another problem for smaller businesses is that their IT departments can find the deployment process complicated. Once up and running the system is intuitive for anyone familiar with Microsoft and Skype software but implementing it can be tricky. We can help you in this regard though!
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