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Unified Communications

  • Answers to Frequently Asked Question - UC-enabling Your Contact Center
    For those involved in selecting or recommending communications technologies, the term unified communications (UC) began to appear in vendor brochures, communications industry magazines and trade show banners about five years ago. Today, the expression is applied to a broad array of platforms, applications and services offered by just as broad an array of providers that it might be difficult to understand what unified communications is, if you really need it or how it might benefit your organization. This white paper will answer your frequently asked questions about UC enabling the contact center.  Read More...
  • Agents Desktops, The Contact Center Universal Remote
    - Presented by Altitude Software
     The contact center has been a hotbed of innovation over the past two decades. However, most new applications are targeted specifically to improving contact center operations. It is rare that a new idea comes along that serves all three groups most directly impacted by contact center innovation - the agents and other employees of the contact center, the consumers they serve, and the technology departments that operate behind the scenes to make sure the contact center functions smoothly. This white paper explores the advantages of a Unified Agent Desktop, why it can be considered the Contact Center Universal Remote and examples of how companies are taking advantages of this extremely innovative application to improve operations.”  Read More...
  • Unified Communications… Keeping the Customer in the Equation
    - Presented by Aspect
     Unified Communications – Talk of the Town
    Everyone is talking about unified communications. But, how they are defining it and why they are considering implementing it varies from enterprise to enterprise. Many unified communications strategies only focus on using the applications, like presence, voice integration, and collaboration to improve employee productivity. There’s more to unified communications than just improving productivity, though. Enterprises should also be focusing on communications—enabling its customer-facing process, such as service, collections and sales to ensure they are fully leveraging the value that unified communications can provide.      Read More...
  • What Contact Centers Can Teach the Rest of the Organization about Unified Communications
    - Presented by Aspect
     The business world is on a quest to break down information silos, and for good reason: when more people have access to critical knowledge, they can collaborate, work smarter, and react faster to market and business changes.

    In this paper we will explore how experience shows the more systems required to establish contact, the harder it becomes to actually pin someone down for collaboration or knowledge sharing. Having tools that can help identify when those types of interactions are required based on past customer and call volume history, monitoring the quality of those collaborative interactions and ensuring that the right resources are available to handle those interactions are imperative.      Read More...
  • How Intelligent Customer Routing Turns Wait into Wow!
    - Presented by Avaya
     Grappling with higher costs and lower budgets in delivering service? Don't sacrifice your customers for lower costs. Instead, how about enjoying lower costs and higher customer satisfaction? No more static messages or repetitive music. No more "press 1 for X, press 2 for Y."

    You can turn "frustrating" into "easy", "boring" into "pleasing", and "unproductive" into "productive." How? With a highly interactive customer experience that optimizes the business potential of every call. Download this paper and explore the opportunities that intelligent routing can provide to your organization.      Read More...
  • Why UC implementations Fail: Here are the top 10 reasons and how to avoid them
    - Presented by Avaya
     There has much discussion about the benefits of implementing unified communications applications within an organization.   Unfortunately, some of these implementations have been subject to  missteps that could have been avoided.  This white paper discussed the various pitfalls that organizations may encounter when implementing these solutions and offers some solutions on how to avoid them.  Read More...
  • Creating a Win-Win for Outsourcers and Their Customers
    - Presented by Cicero, Inc.
     As we face a more challenging and uncertain economic climate, outsourcers and their customers are acutely focused on the need to improve service levels and change the cost structure through new performance based models. By integrating the desktop, the outsourcer can demonstrate efficiencies and improved service levels which results in a win-win situation for both provider and customer. Sign in to download this white paper now.  Read More...
  • The Business Case for Desktop Integration: A Practical Solution with a Rapid ROI
    - Presented by Cicero, Inc.
     The agent desktop is a productivity choke point that can have a decisively negative impact on the customer experience and agent efficiency. The problem can be fixed, and the best way to do that is through a light application integration that does not interfere with the code bases of the target applications.  This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. Two successful implementations demonstrate how desktop application integration produces measurable results: one reduced Average Handle Time by 30 seconds per call, and the other reduced expenses for internal infrastructure.  Read More...
  • Presence: Empowering Customer Care
    - Presented by Cisco Systems, Inc.
     This white paper builds on the CRMXChange webcast of March 5, 2009, and describes how businesses and organizations can harness the power of presence to improve their customer interactions.  Covered topics include:

    - What is presence?
    - The "buddy" list scenario for presence in the contact center
    - A better approach to presence in the contact center
    - Using presence to provide customer care without a traditional contact center
      Read More...
  • The New Math: Double Your Results for Half the Cost With Cloud-Based Contact Centers
    - Presented by Contactual
     Struggling to reduce the cost of providing exceptional customer service without sacrificing the high customer satisfaction necessary in a competitive market? In today’s environment of rapid technological change and economic volatility, on-premises contact center technology may no longer be an asset. With its high cost and complexity, traditional call center hardware and software is often a barrier to the innovations needed to keep pace as our rapidly shifting marketplace evolves.

    Download this free white paper to learn how hosted solutions enable organizations to eliminate capital expenditures and reduce overall costs while increasing customer satisfaction and gaining much needed business agility.      Read More...
  • Unified Communications Market, Vendor and Product Guide
    - Presented by DMG Consulting, LLC
     Unified Communications (UC) is a concept that has been in the market for more than 15 years but is not well understood by the majority of enterprise and contact center executives and managers. In the past 24 months, several contact center infrastructure vendors have adopted UC as their primary strategy, and most of the other competitors have introduced UC products. Most telephony and contact center vendors believe UC is essential for the future of enterprise communications and is the next logical step in the evolution of Voice over Internet Protocol (VoIP) solutions. The challenge is that vendors and users alike are struggling to identify and quantify UC’s benefits, beyond its ability to standardize and simply the communications infrastructure. This white paper explains UC, presents its benefits and reviews the solutions currently available from leading providers. What is Unified Communications?  Read More...
  • The Economics of Customer Interactions
    - Presented by eglue Business Technologies
     Here’s a thought... Like any customer-facing organization, you invest time, effort and money in customer interactions, expecting return on every interaction. So, looking at them in this light, interactions are in fact micro-business units!
    eglue invites you to read through an exceptional white paper, to learn more about the economics of interaction. This document doesn't just stick with theory though. You're in for detailed, hands on calculations based on models, detailed metrics and industry standards (as well as to real-world results achieved by genuine companies) that will help you manage the balance sheet for these micro-businesses.
    It will demonstrate how interaction, backed by Real-time Customer Interaction Management tools (RTCIM) can become a key economic factor that positively impacts a company’s top line, its bottom line and its long-term customer retention rate.      Read More...
  • Getting the Most Out of Your Migration to SIP Trunking
    - Presented by Empirix
     While there are significant benefits to adopting SIP trunking, implementing this relatively new technology is not without challenges. This whitepaper outlines how comprehensive testing and monitoring solutions can help you maximize your return on investment in a SIP trunking environment by ensuring that it does affect your customers’ quality of experience.  Read More...
  • Unified Communications - Assuring the Path to Optimized Business Processes
    - Presented by Empirix
     Successful organizations are always looking for new ways to delight customers, improve first call resolution rates, integrate experts and control costs. Advances in networks and communication devices offer an opportunity to rethink and redesign how they do business. Today, these companies can leverage Unified Communications to optimize customer care processes and achieve their goals.

    This whitepaper will present best practices, service quality assurance methods and metrics organizations can use to more easily transition to new technologies and enhance their contact centers.      Read More...
  • Call Center Transformation - Turning Customer Experience Into Profits
    - Presented by SAP
     To yield best results when implementing call center technology, it’s important to get the basics right. Based on the experience of best-run call centers, we have identified six critical principles that can make or break overall call center performance: ensure availability, resolve the customer problem, know your customer, transfer calls intelligently, optimize the agent’s workplace, and control call center operations with the customer in mind.

    Focusing on these principles is absolutely key to success. In addition, more advanced organizations should consider taking advantage of emerging trends that will significantly affect how call centers operate. Information technology is about to transform traditional call centers into interaction hubs that support multiple channels, operate in virtual models, generate revenue, and enable shared services.      Read More...