The Contact Center: The Logical Starting Point for Every Unified Communications Strategy

In December 2008, Aberdeen survey shows that 31 percent of best-in-class organizations use speech analytics technologies. The increase in deployment of these technologies is driven by demanding customers who want faster services from call center agents. read more

This article explores how organisations can radically improve productivity and effectiveness through deployment of 'Multi-dimensional Presence' as part of their Unified Communications strategy.

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(And where performance optimisation solutions come into the picture)

Unified communications (UC), the worthy successor to unified messaging, is the enterprise's way of removing the silos around its people.

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The communications environment has grown steadily richer in recent years, as workers tap into new methods of communicating such as instant messaging, video conferencing, VOIP, e-mails and text messaging.

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The pursuit of unified communications (UC) is inevitable, resulting in a journey that is fraught with risk for those who do not understand unified communications in the context of their business objectives. This paper addresses the complexities of unified communications and highlights opportunities for success and risks for failure, while putting the common goals of many organizations pursuing unified communications in context. read more