Presented By: Don Van Doren, president of Vanguard Communications and principal of UniComm Consulting. Participating Companies – Aspect, Cisco, Siemens Enterprise Communications 

On DemandDate: August 2011 

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.