The Issue:

Unified communications offers tremendous opportunities for enterprises of all sizes to improve organizational efficiency and enhance collaboration. By integrating voice with related real-time communications applications including instant messaging, presence, and voice/video/Web conferencing, an organization can make it easier for individuals to access the information they need in a timely and efficient manner, enabling faster and more efficient response to customer and sales inquiries.

A key opportunity for unified communications resides in the contact center. Unified-communications technologies can be a bridge to enable contact-center agents to shorten problem-resolution cycles, quickly answer customer inquiries, or more effectively up-sell services and/or products to prospective customers.

Organizations can extend unified communications from the contact center throughout the organization, enabling agents to easily determine if the necessary individuals to support a particular call are available, and can join a call. For example, if a customer wants detailed information on an investment option that exceeds the contact-center agent’s knowledge, he or she can check the presence information on an expert and invite that person to join the call. The potential result? A new investor joins the program.
By leveraging unified-communications applications in the contact center, and organization can improve its bottom line by increasing sales opportunities, improving customer service leading to higher retention and resale rates, reduce costs by improving agent productivity, and remove physical limitations necessitating that contact center agents be housed in central facilities.

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