Unified Communications & Contact Center Options – Making the Transition

Envision a customer calling for detailed, technical information about your products and services. These calls may be awkward for customer service workers who do not have the specialized knowledge about a particular product or service. Now imagine those exact same customer service personnel using a thorough menu on their computer screens describing the precise technical knowledge relating to this particular product or service, in addition to other detailed information the asking customer can utilize to make an informed decision right away.


In the world of UCaaS , special customer service calls are handled and processed considerably differently than they had been only a decade ago.
Adding into a UC platform improves communications both internally and externally by researchers with greater technology tools which add value to the total communication procedure. This article includes useful knowledge and tips to help you in the transition to a unified communications platform.
UC is basically a unified platform for communications in all of its forms. Potentially, this may comprise land-lines and cellular phones, e-mail, instant messaging (IM), VoIP, IP-PBX, facsimile, voice mail, conference calls, video conferencing, whiteboard and UCaaS. Your workers will possess existence inside your business communications – if they’re physically at the office or not.
The idea of existence is simple to understand in instant messaging in which a “friend standing” is available at a glance. UC takes this a step farther by grouping these “friends” together by technical skills and attaching them to particular knowledge areas. All of this will be available at a glance.
UC allows for real time delivery of all of these forms of communication within one environment that consumers may get inside an easy interface. For instance, customer service team might have a listing of workers knowledgeable about a product, alongside the very best way for immediately contacting that person with the appropriate answers about the facts of the product.

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