customer

CustomerZone360 NEWS

CustomerZone360 Home

Why Unified Communications Needs to Include Contact Centers

By Erik Linask February 28, 2020

For the past decade, I’ve been talking about the gap that exists between customer-facing teams and internal knowledge workers, and why customer service is not just a contact center job – but a business-wide obligation.  At least that gap once existed, because unified communications solutions were not connected to contact center platforms, so these two parts of most businesses effectively operated as separate organizations.

From a business perspective, it never made any sense.  Companies could gain so much value from connecting customer-facing teams with the rest of their organizations.  Slowly, the big contact center vendors started integrating UC into their solutions, but none of them focused on selling to the entire business.  Their focus was still contact center, with some UC bolted on just in case.

It’s true, customer service, sales, and marketing teams predominantly use a different set of tools than the rest of a business.  But, in the interest of faster time to resolution and a higher degree of CSAT, enabling communication across the entire business makes so much sense. 

It wasn’t until cloud grew into its own, and cloud UC providers started offering integrated UC and contact center solutions that the idea really took hold.  Even then, in many case, it was driven by the ability to have a single vendor for all communications capabilities, which delivers its own set of benefits, or course, including cost savings and tighter integration. 

The end result, though, is that any time a customer has a question that an agent or sales rep can’t answer, an integrated UC solution makes it simple to bring a product expert, developer, executive, or any other team member into the conversation and solve problems or answer questions immediately. 

Businesses are starting to understand the value of unifying communications across the entire business: 75% say they already have or plan to consolidate their UC and contact center technologies.  As long as the solutions have integrations with CRM and other business software, it’s really a no-brainer.

Considering I’ve been talking about it for so long, I’m excited to be hosting next week’s webinar, How Successful Businesses are Unifying the UC and Contact Center Systems.  The highlight of the session will be Nemertes Research President Robin Gareiss, who will discuss the findings from her recent report, “Intelligent Customer Engagement, Supercharging Digital Customer Experience.” 

With so many business applications and services running in the cloud, there really is no reason not to unify communications across your entire business.  At the very least, you’ll save some money and reduce IT workload.  But, you’ll also be able to give your customers a new level of service by promoting customer service as a business-wide responsibility and providing the tools to fulfill that mandate.

Join Robin and me on Tuesday, March 3 at 2:00pm EST to learn why smart businesses are doing just that, the benefits they are achieving, and best ways to ensure the transition goes smoothly.




Edited by Erik Linask

Group Editorial Director

SHARE THIS ARTICLE
Related Articles

CUSTOMER Magazine Announces Winners of 4th Annual Workforce Optimization Innovation Awards

By: TMCnet News    4/3/2020

TMC announced the winners of the 2019 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.

Read More

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - A Weekly Update (Week One)

By: Tom Goodmanson    4/3/2020

In the face of an unprecedented teleworking environment due to COVID-19, how can business leaders guide their teams to success in uncertain times?

Read More

Sitel Migrates to Teleworking, Hiring 10,000 New Associates

By: Erik Linask    4/2/2020

Contact center outsourcing firm Sitel has transitioned its workforce to remote technologies and is hiring 10,000 new associates during the COVID-19 cr…

Read More

CCaaS Consultant Cloudlinx Joins Edify Channel to Drive Future of Work Initiatives

By: Erik Linask    3/31/2020

CCaaS consultant Cloudlinx has joined the Edify channel program to bring its customers an AI-driven contact center solution with unified business comm…

Read More

4 Fatal CX Measurement Mistakes Every Enterprise Should Avoid

By: Special Guest    3/30/2020

Customer-centric organizations are on track to invest more than $10 billion this year to measure customer experience. So, why have 86% of companies fa…

Read More