Upcoming Frost & Sullivan eBroadcast on Unified Communications in the Contact Center

In spite of all the attention given to enterprise unified communications (UC) in the last few years, an important component is often overlooked: the contact center. This is a mistake, as a UC strategy is just as critical to customer facing activities as it is to internal communications.
 

This eBroadcast will discuss the role that the contact center plays in a successful unified communications strategy, focusing on best practices for leveraging contact center and UC applications in tandem and how companies can make use of existing and next generation technologies to make this happen.
 

Attendees will learn:

• Best practices for linking contact center processes and systems with UC applications.

• How to leverage UC strategies to optimize “expert” knowledge workers throughout the enterprise, enabling them to play a more active role in customer service.

• Real-world examples of how companies are tapping into unified communications to extend the contact center into the enterprise and address customer inquiries in a more timely manner.

• Nuts and bolts advice for integrated contact center-UC strategies, including how to choose technologies, manage processes and establish success metrics.