VoiceCon Unified Communications eWeekly Issue 126| September 2, 2009
A Cooperative Project of VoiceCon and UC Strategies
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This issue of UC Weekly is sponsored by VoiceCon San Francisco
 
Register now and save up to $900 off the regular price for VoiceCon San Francisco to be held November 2-5, at the Moscone North Convention Center.  For more information visit [...]

Contact centers focus on an important business goal–handling customer interactions efficiently and effectively–and they harness people, processes and technology to work together to achieve it. That is precisely how the best UC implementations work throughout the rest of the organization. Contact centers are a good example of the UCStrategies.com definition of UC–”communications integrated to optimize business processes.”

There are lots of reasons why UC ought to have a bright future in contact centers. As customer-centric thinking and “first-call resolution” becomes more critical, IM and other UC tools help deliver fast access to the right information or expert, whether the resource is found inside or outside the center. To date, however, UC has had a slow take-up rate within contact centers. Many call center managers don’t want to relinquish control over external calls, nor are they eager to add routing complexity or to mess with their performance metrics. In fairness, it’s also true that in many instances, the other departments don’t want their staff be “on call” for handling random customer queries.

A Cooperative Project of VoiceCon and UC Strategies
This issue of Unified Communications eWeekly is sponsored by Mitel:
Mitel delivers flexibility and simplicity in smart unified communications solutions and applications for organizations of all sizes. Combined with a full range of managed services that include voice and data network design and traffic provisioning, custom application development, and [...]

A Cooperative Project of VoiceCon and UC Strategies
This week’s issue of Unified Communications eWeekly is sponsored by UCStrategies:
UCStrategies is an industry resource and web portal to help enterprises, vendors, and system integrators develop their UC strategies. A source of objective information and thought leadership on Unified Communications, we provide analysis, executive interviews, podcasts, white papers, [...]

This week’s issue of Unified Communications eWeekly is sponsored by The VoiceCon Tour 06:
One-day workshops focusing on application pay-offs in enterprise IP Telephony-SIP, Unified Communications and Next-Gen Contact Centers. Plus, User Forums where enterprise executives share the lessons learned from their migration. Remaining dates and cities are: San Francisco, Nov. 6; Chicago, Nov. 15; New [...]