Contact Center Solutions Featured Article

September 01, 2009

Unified Communications: The Hard ROI

By Marisa Torrieri

TMCnet Editor

For companies implementing unified communications systems and services, the benefits are measurable - yet “improved productivity” is often difficult to quantify. But when UC is implemented correctly in the context of ‘automation of businesses processes,’ there is a very well-defined, “hard” ROI.

Tim Passios, director of solutions marketing at Interactive Intelligence (News - Alert) and presenter of the ITEXPO West 2009 session “Unified Communications: The Hard ROI,” taking place at 11:30 a.m. on Wednesday, will enlighten attendees on the topic of communications-based process automation, which eliminates process inefficiencies and is ideal for businesses with a UC presence.

CBPA, which takes core components of UC functionality, such as enterprise-wide presence, queuing, routing and VoIP, uses that functionality to automate critical business processes and save companies money.

In this focused ITEXPO (News - Alert) session, Passios will define CBPA and quantify the hard ROI. Passios will also discuss a typical-use case, compare CBPA with traditional process-automation applications and deliver a checklist for implementing a CBPA project.

“Those who should attend include CIOs, IT staff, contact center managers, or anyone else who today is involved in manual processes and is looking for a way to automate them through a communications-based approach,” Passios told TMC CEO Rich Tehrani (News - Alert), the conference chairman, in an interview.

Each attendee will also receive a copy of the white paper, “A New Approach to Business Process Automation.”

Follow ITEXPO 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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