 Keeping the Customer in Your Unified Communications StrategyUnified communications for the contact center is all about serving your customer — enabling customer-facing processes, such as service, collections, and sales, to ensure you are delivering a consistent, optimal customer experience. The contact center has deep knowledge in utilizing unified communications applications that the entire enterprise can leverage. By leveraging unified communications, customer transactions can become a collaboration between the contact center and the rest of the enterprise and, using existing tools, the contact center can manage the entire interaction. Learn more about the role of the contact center in the UC strategy.  Why a UC Strategy Is Like the London TubeMore often than not, the first person a customer speaks to is not going to have all the information they need, and the route they must take to reach someone else in the enterprise can be frustrating, time-consuming, and potentially painful. As we reach deeper into the enterprise, we find that business leaders have challenges that are best served by a unified communications approach for the entire enterprise. Like the London Tube, enterprises need to give their customers a universal pass to access any point on the map, using their mode of their choice — chat, Yahoo messaging, phone extensions, cell phones, LiveMeeting, and more — and deliver them smoothly to their destination. Learn how to better manage the customer experience. |
