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Jan 2009 | Volume 1/Number 10
UC Mag
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UC Mag
UC Mag
UC Mag
Featured Article
UC Mag
Richard "Zippy" Grigonis
Executive Editor,

IP Communication Group

Unified Communications in the Call Center

Unified communications (UC) has long been known as something centered on the individual, bringing all forms of media and messaging to a person regardless of their location. UC technology can also help call/contact center environments, however. It gives customers and agents access to more forms of communications, and it enables agents to determine if outside experts are available for consultation and how they can be reached, thus boosting levels of customer first-call resolution. UC helps to bring about the old idea that "the whole business is a call center" and that all resources, both human and otherwise, can be brought to bear to both improve productivity and make the all-important customer happy....


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Publisher's Outlook
UC Mag
Rich Tehrani

Group Editor-in-Chief

Obama's $40 Billion to Internet Providers

Cheap broadband has made possible everything from "triple play" residential service bundles to enterprise-class telepresence. Try using a unified communications suite with a 56 Kbps analog dialup connection. It isn't pretty.


That's why I'm earnestly in favor of President Barak Obama's proposed infusion of $40 billion into Internet service providers so that everyone in America has broadband access to the Internet (and each other). Whereas I tend to agree with many of my conservative-minded friends that government should get out of the way of people, I do believe that broadband is as important to our citizens' lives as air, water, highways, bridges and other parts...


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