Should Contact Centers Pursue a Unified Communications Strategy?

Should Contact Centers Pursue a Unified Communications Strategy?

RELEASE DATE
16-Dec-2009
REGION
North America
Research Code: 9857-00-12-00-00
SKU: IT01382-GL-MR_11137
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$1,500.00
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Description

In recent years, deployment of enterprise telecommunications systems has been dominated by the theme of "unified communications" – an effort to bridge traditional telecom switching with modern data networking infrastructure. This change has a profound effect on the way contact centers procure their basic call handling infrastructure. Centers (especially mid-sized ones) can no longer view their ACD, IVR and other routing tools as independent of the larger networking environment within larger enterprises.

Table of Contents

The Current State of UC Strategy-Making

How Does the Contact Center Benefit From UC?

UC In the Minds of Contact Center Managers

Isn’t UC Already Part of the Center?

Will UC Play?

What Contact Centers Should Do

Related Research
In recent years, deployment of enterprise telecommunications systems has been dominated by the theme of 'unified communications'  an effort to bridge traditional telecom switching with modern data networking infrastructure. This change has a profound effect on the way contact centers procure their basic call handling infrastructure. Centers (especially mid-sized ones) can no longer view their ACD, IVR and other routing tools as independent of the larger networking environment within larger enterprises.
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Industries Information Technology
WIP Number 9857-00-12-00-00
Is Prebook No