Communications Software

Everything you need to know


This buyers guide will help you understand the key features of communications software along with its benefits, challenges, industry trends, and the users who most commonly use the tool.

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Everything you need to know

This buyers guide will help you understand the key features of communications software along with its benefits, challenges, industry trends, and the users who most commonly use the tool.

Here's what we'll cover:

  • What is communications software?
  • Key communications software features
  • Application categories and types of buyers
  • Example of communications software
  • Benefits of and potential issues with communications software

What is communications software?

Communications software transfers information through applications and programs. The primary purpose is to provide a platform for users to communicate and exchange ideas through various mediums, including video, audio, and text messaging. Examples of communications platforms include email, chat interface, and video conferencing.

Key communications software features

Below is a list of some of the core features found in communications software:

FeaturesDescription
Call recordingHelps to record and store audio during a call with customers or clients for future reference. The data can be analyzed to take notes on customer pain points or to monitor calling agents' call quality at a customer care center.
CollaborationMost communications tools are integrated with collaboration tools to increase user engagement through live chat, email, text messaging apps, and file-sharing. These collaboration features are either built-in with the core features of the communications software or integrate with third-party tools.
Video conferencingMost communications software includes built-in audio and video conferencing functionality for conducting virtual meetings and webinars with customers and clients.
Email managementHelps users manage emails from multiple recipients by filtering spam and sorting emails based on different factors such as date, importance, and recipient.
Call IDDisplays incoming call details including the name and city/region of all incoming calls.

Application categories and types of buyers

Here are some examples of communications software applications and types of users:

Application categoryDescription
Call centerVoice over Internet Protocol (VoIP) telephone devices, which use telephonic conversation to call customers, are an integral part of any call center.
Business meetingsVideo conference software helps senior business managers conduct virtual meetings remotely with customers and clients to save time and travel costs.
Sales managementCommunications software such as chat and email can help sales and marketing reps target their customers, by engaging customers through, for example, chatbots or targeted email campaigns.

Example of communications software

RingCentral is a cloud-based communications solution that facilitates voice and video calls, email, collaboration, SMS, conferencing, online meetings, contact center, and fax-based communications with your clients and customers. The solution integrates with other leading business apps to provide more flexibility for customizing your communication workflows.

RingCentral's Dashboard

RingCentral's Dashboard

Benefits of and potential issues with communications software

Benefits
  • Helps to reduce travel expenses by hosting meetings remotely through a video conferencing software.
  • Helps to improve customer satisfaction by addressing customer queries through chatbots or live conversations.
  • Facilitates face-to-face conversations with marketing and sales reps to increase sales and marketing leads.
Potential issues
  • Many customers would rather speak with a human than engage in a conversation with an automated chat bot or IVR interface, as these modes of communication can be monotonous.
  • Security is one of the main potential issues that most business should look into while implementing a communications software in their business, considering that a lack of security features like virtual private networks (VPN), data encryption, and file transfer protocols (FTP) can lead to data breaches.