Unified Communications in the Contact Center

Enterprises who can leverage unified communications in the contact center effectively, will significantly improve the customer experience – and their own bottom line. But too often, the contact center is an overlooked component in a company’s UC strategy.

 

Whether a company is just beginning to plan, or is already deep in the trenches of developing a UC strategy, Tuesday morning’s panel discussion, “Unified Communications in the Contact Center,” kicks off ITEXPO West 2009 on Tuesday at 9 a.m., is a must-attend event.

 

Co-presenter John Kelly, regional sales vice president of Altitude Software (News - Alert), told TMC CEO Rich Tehrani that those who attend his presentation can expect to learn how to make UC technology work for their customers. Going one step further, Kelly - along with Brian A. Davidow (News - Alert), manager of sales support at CosmoCom; Corey Brundage, VP of product and marketing at Fonality; and Art Rosenberg (moderator), principal analyst of The Unified-View - will address the role that the contact center plays in a successful unified communications strategy.

 

“Leadership in charge of the customer experience will find these discussions valuable,” said Kelly, whose company makes UC applications for enterprises. 

 

Attendees will gain valuable insight – and inspiration – in this 45-minute session, as they take in some of the best practices for leveraging contact center and UC applications in tandem and how to make use of next-generation technologies. Additionally, panelists will touch upon products, services and the state of the UC industry as it regards the contact center.

 

Attendees will walk away from the panel with a clearer understanding on how investing in UC will benefit their bottom line.

 

Those who want even more in-depth information should attend Kelly’s follow-up session with Lew Roth, vice president of business development at Partners 1993 (News - Alert), “Leveraging UC to Optimize the Customer Experience,” at 10:30 a.m. Tuesday.

 

 “More than halting all investments, the concern is on optimizing and assuring a good and measurable pay back,” Kelly said.