John P. Joseph, VP Corporate Marketing, Envox Worldwide You Asked I’ve been hearing a lot about unified communications lately, how can I use it in my contact center?

First of all, it is important to understand that unified communications no longer simply refers to next-generation unified messaging solutions. Today, the term is used to describe solutions that increase the productivity of whole organizations and individual users via business applications and processes that have been enhanced with communications functionality. For example, contact centers that provide agents with a “click-to-dial” button from their CRM or desktop applications can eliminate manual dialing errors. While this might not seem to be an issue that needed to be addressed with technology, it was for one of our clients in the financial services industry. They found that approximately 10% of agent outbound calls were misdialed. By providing a click-to-dial button from within their SalesForce.com solution, they solved the problem and saved approx $140/1000 misdialed calls.

Unified communications also allows contact centers to create new ways of routing calls and seamlessly incorporating more of a company’s knowledge workers. With presence and skills data, contact centers can tap experts, no matter their location, into the service process. Without ever leaving the customer, applications that check on the availability of knowledge workers within the enterprise, but outside the contact center, can provide agents with a quick IM method for gaining the information needed to complete a call. If a transfer is required, all the contact details can be sent as well, eliminating the need for the customer to repeat themselves.

Unified communications is poised to change the way contact centers communicate and even collaborate with customers. However, it should not be viewed as an isolated technology, but a part of an integrated strategy that optimizes all aspects of the customer contact process – from IVR automation through expert handling. Taking a more holistic approach will ensure the best experience for all your customers.

John Joseph is vice president of corporate marketing at Envox Worldwide, a voice solutions provider based in Westborough, Mass. Envox Worldwide