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ABSTRACT:
Unified communications (UC) is breaking down the once vertical silos of centralized systems into multi-layered, decentralized productivity machines. By embedding real-time communication capabilities into business processes, UC expands the reach of call centers into all corners of the business, making a reality of first-call problem resolution for customers and partners, and enhanced customer service capabilities.
In this E-book, find out how UC is altering the call center technology landscape. Learn how some organizations have successfully adopted UC to extend the call center into the enterprise. Find tips for implementing UC in the call center and learn how to avoid technical pitfalls. Discover how to realize return on investment with UC technology in the call center. Moreover, learn how rich collaboration technologies can seamlessly link business groups with supply chain partners and customers--ultimately changing the way companies do business.
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Authors
Barney Beal
News Director
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SearchCRM.com
Paul Stockford
SearchCRM.com
Paul Stockford is a veteran telecommunications industry analyst with 18 years of industry experience, including 15 years of experience as an analyst. He founded Saddletree Research, Inc. in 1999 with the objective of providing leading-edge industry information to vendors involved in emerging call center and communications convergence markets. Based in Scottsdale, Ariz., Saddletree Research provides communications industry research, including analysis of market trends, issues, technologies, and companies in the call center, multi-channel call center, Customer Relationship Management (CRM), communications convergence, and emerging communications markets.
Brien M. Posey
SearchUnifiedCommunications.com
Brien M. Posey is an MCSE and has won the Microsoft MVP award for the last two years. He has written more than 3,000 technical articles and has written or contributed material to 27 books. In addition to his technical writing, Brien is the co-founder of Relevant Technologies and also serves the IT community through his own website at www.brienposey.com. Before becoming a freelance writer, Brien served as CIO for a chain of hospitals. He was also previously in charge of IT security for Fort Knox.
Michael Morisy
News Editor
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SearchUnifiedCommunications.com
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