Unified Communications (UC) has become a common term in the call center industry. Research has shown that if a call center is able to incorporate some form of UC technology, they will be able to do more with much less.
UC systems are generally very simple to set up. Most of them can handle both voice and data within its own network. This means companies do not have to purchase large sets of equipment, worry about managing the network, and/or setting aside a large budget to transition to a UC system.
After a UC system is in place, call centers can take advantage of a range of services including instant messaging, incoming and outgoing call recording, real-time chat capabilities, email, and more.
Joe Staples (News - Alert), chief marketing officer for Interactive Intelligence, an Indianapolis-based call center software technology provider, spoke with Search Unified Communications on how a UC system changed his center.
"A few years ago the contact center was almost given up for dead -- it was thought of as lines of cubicles with old technology,” said Staples. “With multi-channel modes of communication available, businesses began to realize they could differentiate their customer service by not only making and receiving calls, but by adding Web chat, email and social media communications."
Other companies around the world have been working on their own forms of UC networks. Cisco (News - Alert) has its Unified Contact Center Express and Unified Contact Center Enterprise Platforms; while IntelePeer Inc., a leading provider of on-demand, cloud-based communications announced its latest integration with ShoreTel’s (News - Alert) unified communications system.
Cisco said its UC system has even caught the attention of online students. "Our number of students has increased by tens of thousands over past seven years," said the university's IT communication liaison who requested anonymity. "We believe the high growth rate is in part based on our use of call center technology for marketing, as well as to support our distant students."
The possibilities are endless when working in a UC environment.
Edited by Rory J. Thompson