Should Contact Centers Pursue a Unified Communications Strategy?

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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

Should Contact Centers Pursue a Unified Communications Strategy?Should Contact Centers Pursue a Unified Communications Strategy?The Current State of UC Strategy-MakingHow Does the Contact Center Benefit From UC?UC In the Minds of Contact Center ManagersIsn’t UC Already Part of the Center?Will UC Play?What Contact Centers Should Do

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