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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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The secret of a successful call center depends on UC They did it
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%. |
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Radian Group has a customer support team that has close to nothing to docan breathe easy
Radian Group is a global provider of investment infrastructure. They implemented a UC solution and now, their CIO states that: “We didn't have one call to our Call Center. Now we have much less management complexity with the one converged network and this will allow us to get the next stage of capability to support our business growth." (Source) |
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