One of the major trends in contact centers is the development and adoption of unified communications (UC). These tools allows experts, or anyone else in the organization, to let others know of their availability and how they like to be contacted: voice, IM, SMS, or e-mail without having to log into an ACD or CTI. Today, contact centers are being squeezed on several different fronts. They have fewer people to work with and budgets have been slashed, yet they still have to provide a positive customer experience. While the current economy may cause some companies to delay a purchase, the interest level in UC has not slowed, but has maintained the level seen prior to the current economic conditions. The most common UC application in contact centers is still screen-pops from a CRM application keyed by the caller ID of the caller.
Visioning UC in Rough Waters Brenda Read Customer Inter@ction Solutions; Aug 2009; 28, 3; Docstoc pg. 12 Reproduced with permission
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