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Unified communications bridges contact centers

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Unified communications can benefit businesses in a variety of ways, including modernizing a company's contact center. Unified Communications Strategies blogger Jason Andersson recently highlighted how UC is so advantageous for organizations leveraging the technology.

The writer noted that some businesses are struggling to bridge communication gaps between front office contact centers that address customer needs and back offices that handle the end result of these interactions. Companies ultimately want to address this disconnect by implementing a system that is easier to use and manage and better able to adapt to changing customer demands. With unified communications, organizations can address these needs.

"The use of unified communication in the back office has accentuated the ridge between these two groupings," Andersson wrote. "Contact Centers employ advanced technology that routes customer contacts to staff skilled to reply and handle them. They have special desktop applications that integrate to CRM applications containing customer specific information."

Andersson also noted that unified communications include advanced algorithms that identify how to route a customer and study real-time data.

UC offers much more

SYS-CON Media's Steve Caniano recently suggested that unified communications offer more immense benefits than just unifying voice, video and chat options into one system. UC is beneficial because the technology can be integrated with other platforms, limiting the amount of work thats needs to be done to achieve successful deployments. As a result, organizations can operate on a global scale more easily.

"It's about integrating multiple communication tools with presence, behind a single user interface," Caniano explained. "It’s about making communications accessible from almost any device, virtually anywhere. It's about optimizing and accelerating business processes. And it's about delivering it all on a single, global converged network."

By leveraging unified communications and ensuring each department is working together rather than separately, businesses can lower overall operating costs and boost productivity, the writer added.

Many organizations believe unified communications is essential for their businesses moving forward. Managed service provider Calyx recently conducted a survey of 100 business and IT decision-makers and found that more than 50 percent named UC as the most beneficial technology to improve their agility, followed by cloud computing and virtualization, ITPro reported.

The survey did find, however, that unified communications' adoption level could be even greater if implementation concerns can be overcome.