Hosted by: Don Van Doren, president of Vanguard Communications and principal of UniComm Consulting

Participating Companies: Aspect, Cisco, Siemens Enterprise Communications

The promise of unified communications in the contact center has been touted for years – better first call resolution by automatically engaging experts in real time, as just one prominent example. Have these innovations taken off? Or, is the up-take disappointing? At the same time, there are more innovations emerging –new communications channels such as social networks, mobile phone applications, and secure portals for customer interaction. Some of these require new capabilities within the center; some bypass the center entirely.

This webinar discusses what we’ve learned about UC in the contact center and what is coming next. We will also explore:

- How UC concepts change contact centers in the future. 
- The successes and disappointments of recent performance. 
- How these innovations impact both enterprises and SMBs.
- How social networking fits in.  Who owns the customer experience relating to social? 
- How trends toward increasing collaboration impact UC in contact centers, especially in situations where third parties are involved.

Don Van Doren moderates this lively webinar. He is president of Vanguard Communications and principal of UniComm Consulting, independent consulting firms specializing in contact centers and UC respectively. Joining Don in an excellent panel will be representatives from Aspect, Cisco,  and Siemens Enterprise Communications. This isn't a sales pitch; we dive into what’s working and what isn’t, and, what we have learned and what’s coming in the future.