Moderated by: Don Van Doren, Principal of UniComm Consulting
Panelists include: Serge Hyppolite, Director Product Marketing, Aspect: Tod Famous, Manager of Product Management, Cisco Systems; and Paul Demopoulos, Senior Marketing Manager, Applications,Siemens
Date: On Demand - Live March 08
Seems like a natural. UC links people, processes, and technology to speed business processes. In the contact center, UC should enable an agent to find someone who can help answer a tricky question. IM to a supervisor; or a presence-enabled solution to identify an expert who is available right now.
But while there seem to be opportunities, there are also challenges:
° Contact center results are measured, and managers don’t like giving control to someone in another part of the company
° IM can be abused
° Experts outside the center may not want to get roped into fielding callers’questions
° Often, presence technology is designed to find people, not a skill set
Listen to this panel of vendors as they discuss the opportunities and the challenges of incorporating UC concepts into our centers. What works? What doesn’t? We’ll discuss the theory, but also look at some examples of successes and failures. Don Van Doren is Principal of UniComm Consulting, an independent UC consulting firm, and a co-founder of www.ucstrategies.com. Don is also President of Vanguard Communications, well-known for its contact center consulting work. Contact Don at dvandoren@unicommconsulting.com.
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