I’ve been hearing a lot about unified communications lately, how can I use it in my contact center?

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.