Even before the pandemic impacted organizations around the globe, successful companies were focused on enabling their employees through greater collaboration, communications, and technology.
Their objective was and still is, to increase operational flexibility, productivity, and enhance the ability to innovate across both hybrid and on-site environments.
The acceleration of hybrid environments has made simplifying and increasing collaboration a business-critical requirement for every organization. As we have seen across a wide range of our recent deployments, integrating Unified Communications (UC) either Enghouse UC or Microsoft Teams, with the Contact Center (CC) plays a significant role in breaking down departmental silos and enabling companies to work in a more agile and effective way.
In a hybrid working environment, it is increasingly more important that the Contact Center be seen as foundational to the organization’s evolution and its ability to respond to new business realities and customer experience (CX) expectations.
Organizations that adopt leading-edge collaboration tools, will benefit from a more unified approach that enables agents to work more efficiently with all colleagues, to better serve their customers, while driving increased productivity across the whole organization.
A key imperative is to ensure that the technology chosen enhances existing workflows and facilitates their incremental improvement and optimization. A good user experience is essential to increasing job appeal, as well as improving productivity and performance.
UC increases productivity by providing a unified interface for agents, avoiding the need to access multiple systems or search for information when talking to customers. Agents can handle significantly more customer interactions.
An integrated UC + CC approach provides a unified platform for high-quality communications, from messaging and chat to audio and video. It increases communications and collaboration security, and ensures compliance and privacy, regardless of where employees are located.
Agents can immediately communicate with colleagues and subject matter experts from across the organization benefiting from Presence indicators, to get answers quickly – even while on the phone.
Companies need to constantly innovate and improve their services. UC platforms typically include APIs to integrate other vendor-developed and third-party applications, which helps deliver optimal experiences.
Quicker access to information results in a better customer experience (CX), while closer collaboration saves time. Supervisors quickly see available resources, queue status, and relevant KPIs, enabling them to optimize customer service as needed.
Learn More About the Industry’s Broadest Range of Contact Center Solutions by Visiting our New Website.
See for yourself how Unified Communications can be quickly and easily integrated with your contact center to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX).
Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution.
Aberdeen: The ROI Of Uniting Unified Communications And Contact Center.
CB: ContactBabel Decision Makers Guide Contact Center 2021
Metrigy: Q3, 2021: UC, Contact Center Integration Drives Business Value
TEI~ : Open PDF. Total Economic Impact, where relevant, findings have been extrapolated to leading UC platforms providing the same extent of core functionality and capabilities as offered by Teams.
TT: Tech Target
Technology technology can make the workplace more appealing and interesting while enhancing performance. Many technologies can improve the overall agent experience, as always, starting with the basics has proven to be the best approach. Foundational technologies include delivering (and continuously optimizing) context-sensitive prompting in your IVR, integrating your contact center with your CRM to facilitate the development of first-party data, and implementing and enhancing knowledge management systems to improve your self-service capabilities.
The Power of Moving Forward Faster - Legacy Technology is the Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations including Credit Unions (FSI’s for short) are typically limited in their operational flexibility due to the state of their existing infrastructure and systems. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. Hybrid Helps Things Happen