February 27, 2012
Webinar - UC Contact Center Solutions Offer Enterprise Success
By Stefania Viscusi, Assignment Desk Editor
Unified communications technology in the call center is more important than ever today as customers seek to interact with businesses using varied communications modes and as companies push to attract and maintain customers.
UC in the call center means the ability to have voice, web, mobile, social media, and even video interactions with customers. Not only does this further increase customer service and help to strengthen business relationships, but with additional tools it’s even possible to manage and oversee the entire operation from a single control panel.
One key benefit that UC solutions in the call center provide is the ability for agents located across the globe working to collaborate, share documents and work productively, even from outside the office.
A recent survey revealed that Unified Communications (News - Alert) has not only helped to reduce stress felt by agents but has also shown an increase in productivity by as much as 50 percent for users.
One offering, Cisco’s (News - Alert) UCC Contact Center, a part of the company’s UCC Enterprise solution, offers contact routing, CTI (News - Alert), ACD, multi-channel contact management, IVR and more.
For companies looking to gain the greatest advantage from UC in their contact centers, Cisco Solution Developer VPI offers easy integration of its VPI Performance contact center reporting and performance management software. VPI’s software application pulls together information from all the data sources and puts it together into one easy to utilize dashboard, report, or score card.
This integration helps further enhance a company’s investment in UC for the contact center by giving agents all the tools they need to assist customers and provides decision makers, managers and supervisors with the actionable, real-time intelligence needed for all interactions.
The success story of Dental implant solutions provider Straumann, who was able to use the Cisco and VPI offering to enhance its capabilities, will be highlighted during “Powerful Reporting for Cisco UCC Contact Centers.”
Edited by Rich Steeves