Presented By: Bob Hockman, Director of Product Marketing, Enterprise Solutions Empirix
On Demand: Live Date: August 2010 

Successful organizations are always looking for new ways to delight customers, improve first call resolution rates, integrate experts and control costs. Advances in networks and communication devices offer an opportunity to rethink and redesign how they do business. Today, companies can leverage Unified Communications to optimize customer care processes and achieve their goals.

Unified communications is an integration of communication methods such as e-mail, instant messaging, telephone calls, web, etc. including the ability to access knowledge experts and information from various sources within the enterprise in order to address customer issues with the objective of resolving them on the first call.  Even if you are not directly responsible for implementing UC, you need to be aware of how it affects you and your customers.

The question becomes – how do you gain the most benefits from UC with the least amount of pain. This session will present best practices, service quality assurance methods and metrics organizations can use to more easily transition to new technologies and enhance their contact centers.  Attendees of this webinar will come away with:

• A better understanding of how to deploy Unified Communications solutions with confidence
• An elemental breakdown of unified communications solutions and how it affects the contact center
• Essential best practices in verifying real-time communications including problem resolution and prevention of quality problems in the future