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Using all online communication means from a single interface is a huge advantage, but the intelligence of the system lies in knowing which connections can be established before attempting to initiate them. Presence information implies greater efficiency in such a simple way.

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A financial services institution with more than 1.8 million members has a staff of 2,500 employees located in 149 different branches. The 120-person contact center handles approximately 280,000 inbound telephone calls per year.
The result was offering a better service:
• Extended the number of specialists available to handle customer calls by 50%
• Reduced wait times
• Increased cross-sales and share-of-wallet, generating an additional $5.59 million in monthly revenue
• Increased its ability to con¬sistently meet goals: 80% of calls are handled within 20 seconds and abandon rates have fallen to less than 45%.

Setting it up

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In order to gain new clients and increase ARPU, all you need to do is evaluate your current infrastructure and alternatives to see ways to improve services and reduce costs. Most service or hosting providers already have a reliable infrastructure that can be used for offering Unified Communications with no extra hardware purchases.

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