Presented By: Paul Demopoulos, Global Portfolio Applications Marketing Manager
Live Date: March 2007
Expanding the reach of the Contact Center outside four walls and to a variety of devices may just be the beginning. We explore how emerging Unified Communications technologies are allowing the contact center to proactively engage enterprise experts in real time regardless of where they may be or what device they may be using.
When confined to rigid site-based deployment, contact centers with proprietary special-purpose hardware and complex technology prerequisites become difficult to scale and expand to home-based agents, branch offices or overflow groups and backup locations. And, they will often become 'islands of functionality' without being linked into the knowledge and process fabric of the greater enterprise. These problems and limitations all become obsolete with the arrival of the transformational concept of the Open Virtualized Contact Center. This thought provoking and forward looking webinar illustrates how contact centers can break down the inflexible physical, communications and technology boundaries of traditional site-based contact centers -- and do it today !
For example:
• flexibly deploy fully functional agents anytime, anywhere, on any network with a software-based open standards approach
• eliminate expensive and complex "technology stack" prerequisites in rolling out fully multimedia enabled agents
• scale from very small to very large based on SIP-enabled, software based communications IP platforms
• link all the members of the contact center seamlessly through enterprise-wide presence, collaboration and mobility capabilities to ensure contact handling efficiency and maximum first-contact resolution by leveraging the knowledge of the whole enterprise.
Listen to this session to understand how the most innovative contact centers are increasing First Contact Resolution (FCR), retaining agents, and increasing customer satisfaction without regard to physical location of resources, customers, or the technology.
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