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CRMXchange to Host Industry Roundtable on the Realities of Implementing Unified Communications in the Contact CenterMontvale, NJ, Aug 10, 2011 (PRWeb.com via COMTEX) -- The promise of unified communications and its benefits have been touted for years. Some prime examples are better first call resolution by automatically engaging experts in real time and the seamless integration of the increasingly number of customer touch points such as social media and mobile. Overcoming some major obstacles to implementing these capabilities has proven to be a daunting task. CRMxchange.com will be hosting an industry roundtable "UC in the Contact Center - Successes, Disappointments, and Emerging Opportunities" on August 16th from 1:00 pm to 2:00 pm Eastern. The roundtable will address the critical issues that have been spawned by Unified Communications. The session will be moderated by Don Van Doren, Principal and co-founder of UniComm Consulting and feature panelists from leading UC vendors: Aspect, Cisco, and Siemens Enterprise Communications. This webcast will explore the successes and disappointments of recent Unified Communications performance, how social media fits in (and who owns the customer experience relating to social), and whether new channels require new capabilities within the contact center. The panelists will also explore how trends towards increasing collaboration impact the contact center, and how these innovations impact enterprises and SMBs. According to Don Van Doren, "This roundtable promises to be a reality check for an approach that has not only created a great deal of interest within the customer care community, but has also garnered considerable skepticism as to the reality of getting UC to work effectively within organizations. This hour will not be a sales pitch; we are going to dive into what's working what isn't. We will talk about what we have learned and what's coming in the future." CRMXchange is the premiere destination portal for information on relationship management solutions, including customer interaction best practices, training, and other valuable industry resources. In 2008, CRMXchange became the first and only company to offer virtual conferences for the contact center industry. For more information about upcoming virtual conferences, please visit http://www.CRMXchange.com or contact Sheri Greenhaus or Larry Matte at 201-505-1743. ### Read the full story at http://www.prweb.com/releases/2011/8/prweb8703923.htm PRWeb.com |