Page tree

Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Excerpt
Unified Communications have been growing steeply in popularity in the past years. The pressuring questions service providers ask themselves have shifted from “What is UC?” to “How can I profit from UC?” and the latter has yet to be answered for a lot of people. There are lots of ways to get money out of offering Unified Communications and this paper will make them clearer.

...

Table of Contents
maxLevel

...

width25%

3

The UC market

The market share of existing providers shrinks and the competition for subscribers increases. Developing new services to retain existing customers and attract new ones is essential for maintaining a place in this dynamic market. By offering real-time communication and collaboration, you can enhance customer loyalty, reduce churn, and potentially increase their ARPU.

...

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.4psapanelgreenlight

Note
titleThe secret of

...

successful call center lies in UC

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 of implementing Unified Communications 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%.

Social media integration

With an average of 15 minutes spent on YouTube daily and a dazzling 55 minutes spent on Facebook, you can only imagine that this would probably affect your employees’ effective working time as well as your own. By integrating social media into Unified Communications, not only can you even the numbers, but you can make a profit out of it. Users have the facility to manipulate all social websites from one place, the same place from which they manipulate all their other means of online communication. This way, they get consistency and ease of access to their online information. People often realize that they “have a problem” while acknowledging how much time they spend keeping their social networks updated. What few of them realize is that much of that time is spent switching from website to website, from an interface to another or from various web apps.

...