CallCentreHelper.com recently surveyed its own team to gain better insight into how unified communications are impacting the modern contact center. Andrew Doyle told the publication that UC can help companies address concerns regarding the use of telephone services among customers.
"For example, being passed between agents is sometimes a necessary annoyance for anyone calling a customer service team," Doyle told the news provider. "A UC environment can assist agents by flagging the availability of colleagues via presence indicators and providing immediate access to the right information from colleagues via applications such as instant messaging."
Expert Amanda Mone told CallCentreHelper that unified communications helps businesses improve consistency across all of their communication channels. With this level of expertise in place, customers will feel confident contacting a company regardless of what method they choose.
Unified communications are also ideal for organizations looking to lower their overall maintenance costs, according to the publication's Mark King. The expert said a successful UC deployment can lower such expenses by 20 percent, as well as offer greater customer experiences through consistent offerings.
King also explained that unified communications are ideal because the technology helps companies develop improved business continuity, allowing each department to work in unison as long as there is an internet connection.
CRM applications also influencing call centers
Market research firm IDC recently announced that customer relationship management applications are significantly impacting call centers. The organization said the global CRM applications market experienced a slower revenue growth during the second half of 2011 compared to the first half. However, overall industry growth for the year exceeded 11 percent.
IDC found that sales automation, marketing automation, customer service and contact center applications all experienced growth during 2011.
Mary Wardley, IDC program vice president, noted that the CRM applications industry is expected to continue its evolution as more legacy systems are installed in the near future, as well as the impact of social environments.
"Early movement has been observed for the last several years. An influx of new social vendors and acquisitions of social CRM applications providers by established vendors augmenting their offerings for rapid market entry is invigorating the market," Wardley added. "The activity is expected to continue through 2012 and is bringing net-new revenue to the space."