Industry news

Expert urges businesses to consider contact centres when implementing UC strategies

Industry experts have said that businesses in Europe must make sure they consider the role that contact centres play when developing a unified communications strategy.

Bern Elliot, research vice president at Gartner, explained that contact centres should play a critical role in the development of a unified communication plan because they allow firms to streamline and enhance customer-facing business processes with complete visibility and control.

What's more, unified communications solutions enable businesses to extend these processes beyond the traditional boundaries of the contact centre to reach knowledge workers and enhance collaboration.

"It is important for organisations to include the contact centre as part of their broader unified communications strategy because customers can be a key beneficiary of the value that unified communications brings," Mr Elliot explained.

"To succeed, enterprises should leverage contact centre technology broadly into their enterprise, and similarly contact centres should understand how to leverage enterprise UC technology into their operations."

A recent report from TeleWare suggested that many European businesses were not yet convinced by the usefulness of unified communication solutions.