Contact Center Solutions Featured Article

August 31, 2009

Unified Communications in the Contact Center

By Marisa Torrieri

TMCnet Editor

Enterprises who can leverage unified communications in the contact center effectively, will significantly improve the customer experience – and their own bottom line. But too often, the contact center is an overlooked component in a company’s UC strategy.

Whether a company is just beginning to plan, or is already deep in the trenches of developing a UC strategy, Tuesday morning’s panel discussion, “Unified Communications in the Contact Center,” kicks off ITEXPO West 2009 on Tuesday at 9 a.m., is a must-attend event.

Co-presenter John Kelly, regional sales vice president of Altitude Software (News - Alert), told TMC CEO Rich Tehrani that those who attend his presentation can expect to learn how to make UC technology work for their customers. Going one step further, Kelly - along with Brian A. Davidow (News - Alert), manager of sales support at CosmoCom; Corey Brundage, VP of product and marketing at Fonality; and Art Rosenberg (moderator), principal analyst of The Unified-View - will address the role that the contact center plays in a successful unified communications strategy.

“Leadership in charge of the customer experience will find these discussions valuable,” said Kelly, whose company makes UC applications for enterprises.

Attendees will gain valuable insight – and inspiration – in this 45-minute session, as they take in some of the best practices for leveraging contact center and UC applications in tandem and how to make use of next-generation technologies. Additionally, panelists will touch upon products, services and the state of the UC industry as it regards the contact center.

Attendees will walk away from the panel with a clearer understanding on how investing in UC will benefit their bottom line.

Those who want even more in-depth information should attend Kelly’s follow-up session with Lew Roth, vice president of business development at Partners 1993 (News - Alert), “Leveraging UC to Optimize the Customer Experience,” at 10:30 a.m. Tuesday.

“More than halting all investments, the concern is on optimizing and assuring a good and measurable pay back,” Kelly said.

Follow ITEXPO (News - Alert) on Twitter: twitter.com/itexpo

Marisa Torrieri is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Stefania Viscusi

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