UC turns the company into a call centre

COMPANIES small and large are sold on the potential of UC.  In fact, nearly 60pc of the executives who responded to our survey in November 2009 said their organisation had a UC strategy. 

What’s in it for you?

1 UC can unify customer contact channels and deliver more consistent customer experiences – something virtually every call centre is concerned about, given the proliferation of new media (SMS, video, email, web calls, Twitter, social networking sites, etc.). 

2 It can improve operational efficiency via improved personal and group productivity, lower IT costs through system consolidation and reduce communications, travel, and real estate costs. 

3 It can extend call operations to the broader enterprise.  In more than 10pc of calls, according to our study, agents or supervisors need help from experts with customer queries.  These could be technical specialists, senior managers or financial, insurance, legal, retail or casualty experts.

UC extends the call centre to every employee to maximise efficiency, customer service and sales.

In another Aspect study, two years ago, 85pc of business executives agreed that UC enhanced customer satisfaction by improving service levels and raising first call resolution levels. And 67pc said UC would deliver cost advantages within a three-five years and 83pc that UC would be a competitive differentiator in the future.

Mark King is senior vice president, Europe and Africa, Aspect. 
Contact him at: marketing.uk@aspect.com