Contact Center Solutions Featured Article

Unified Communications: The Hard ROI

September 01, 2009

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

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

Edited by Stefania Viscusi



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