Unified communications (UC) solutions are found in nearly every enterprise, and the benefits they provide, including enhanced communication (even at a distance) and improved collaboration within teams and between business units, enable cost savings by reducing travel, and much more. But, one, sometimes overlooked, business case for UC is improving customer engagement.
Nemertes has repeatedly found that integrating unified communications and contact center technology correlates with higher contact center technology success, better operational success, and greater customer satisfaction. Agents are happy to be able to do things like use instant messaging to communicate with peers, supervisors, and other business units to ask questions on the fly without having to place customers on hold or transfer them. Customers receive more personalized, effective, and efficient service; they avoid sitting on hold while agents either scramble to find the right person with the information they need or transfer them around hoping that they eventually find the “right agent.” An effectively integrated UC/contact center strategy ensures that every agent can be that right one for any particular inquiry.
Some organizations even queue UC interactions and use them to expand their multichannel capabilities. For instance, internal helpdesks may allow customers to use instant messaging to submit a support ticket. Others extend screen-sharing or remote control capabilities to guide customers step-by-step through complex scenarios rather than having to talk them through the process.
Despite the potential benefits of integrating UC and contact center, in our 2016 Contact Center Benchmark, Nemertes found only 16% of companies integrating these technologies today. Another 24% are evaluating how to do so in future. If integrating UC and contact center is so beneficial, why are more IT leaders not doing so today? The short answer is often that they didn’t think to do so or didn’t realize it was an option. This is especially true for the 75% of organizations that use different vendors for contact center routing and UC. But, even in this scenario, integration is often still an option, and the benefits to integrating are worth the effort.
For example, Nemertes finds that most companies (63%) use Microsoft Skype for Business (formerly Lync) somewhere in the organization for instant messaging, voice/video chat, and web conferencing. Unlike other large UC vendors (e.g., Avaya, Cisco, etc.), Microsoft does not offer its own contact center solution. So, it’s not entirely surprising that IT leaders don’t immediately think to integrate Skype for Business with contact center; in fact, only 5% have done so. Yet, likely due to the same benefits described above that are not limited to any particular vendor, integrating Skype for Business and contact center correlates to higher contact center operational success and greater customer satisfaction.
Regardless of whether using the same vendor for UC and contact center or different vendors, IT leaders should evaluate the best way to integrate these solutions. Why miss out on the obvious and proven benefits?
Publish Date: June 14, 2016 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
PH: (+61) 406 501 368
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
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