Integrating Unified Communications into Business Applications to Improve Customer Service
sponsored by IBM
Premiered:
19 Sep 2008
Language:
English
ABSTRACT:
UC is not a product or system, but rather a way of envisioning how communications works within an enterprise to support its business goals. By embedding unified communication applications into business processes, organizations can provide customers unprecedented service - not only by improving the call center's ability to respond more efficiently and effectively to customers, but by enabling the entire enterprise team to be more responsive to customers.
Achieving "customer intimacy" is the fundamental basis of solid business strategy. In this videocast, Don Van Doren of UniComm Consulting explains what UC is and is not and how it can enhance the nature of customer interactions. You'll learn how UC can positively affect the call center, as well as the challenges you can expect. You'll also learn several ways that UC can bring measurable customer support outside the scope of the call center, ushering in a new era of customer interaction.
Specifically, Don discusses:
Measuring the responsiveness through UC-enabled logging and tracking
Creating an interaction channel
Differentiating services based on customer segmentation
Extending enterprise boundaries to encompass your ecosystem partners
And more ways that UC will revolutionize customer service
Speaker
Don Van Doren
Principal and Co-founder
,
UniComm Consulting
Don Van Doren is a principal of UniComm Consulting, an independent consulting firm focusing exclusively on unified communications. In addition to his work on client projects and helping manage the firm, Don writes articles and columns and speaks frequently at industry conferences. Don is also president of Vanguard Communications, another consulting firm which helps clients plan, design, and implement innovative contact center technology and processes. He is a co-founder of UCStrategies.com.
