UNIFIED COMMUNICATIONS AND COLLABORATION
CONTACT CENTERS HAVE REPORTEDLY LAGGED BEHIND THE REST OF THE ENTERPRISE IN GOING TO THE CLOUD , SOME STILL HAVING ON-PREMISE TECHNOLOGIES LIKE ACDS AND DIALERS . IF THIS IS THE CASE , HAS IT HIN- DERED UCC / UCAAS-CONTACT CENTER INTEGRATION ?
DH : In many cases , UC and CC users are on completely disparate systems with little to no integration between them , effectively creating silos of communication .
From a contact center perspective , a cloud-based , single-vendor , integrated UC / CC solution provides support for remote and hybrid working agents , allowing for access to valuable resources like SMEs and knowledge workers who reside on the UC platform .
As contact center resources are stretched by the current market conditions , the ability for agents to seamlessly communicate with these SMEs and knowledge workers is becoming increasingly important to the overall CX . When agents can ’ t find or connect with the right resources to resolve an issue the CX can suffer .
CLOUD ADOPTION WITHIN THE CONTACT CENTER WILL CONTINUE TO ACCELERATE , AND ... THE UNIFI- CATION OF UC AND CC SOLUTIONS WILL ACCELERATE WITH IT .
-- CHRIS MINA
CM : The demand for cloud-based communications has hit every business in unique ways . The evolution of unifying the contact center with UC is still at its nascent stages .
Cloud adoption within the contact center will continue to accelerate , and right on cue , the unification of UC and CC solutions will accelerate with it .
I do not believe the lag in contact center cloud adoption has hindered integrations . I do believe they complement one another exceptionally well .
ONE OF THE BENEFITS OF UCC / CONTACT CENTER INTEGRATION IS THE ABILITY TO ENGAGE “ INFORMAL AGENTS ” E . G ., SMES , BRANCH STAFF , UPPER-LEVEL MANAGERS , WHO ARE NOT PART OF THE CONTACT CENTER TO HANDLE CUSTOMERS ’ DIFFICULT ISSUES . BUT IS THIS ACTUALLY HAPPENING ?
DH : This is an ongoing challenge in contact centers - the need to be able to reach out to knowledge workers outside of the contact center - and , according to analyst Blair Pleasant
, affects one in every five calls .
40 CONTACT CENTER PIPELINE
When UC and CC are integrated , contact center agents have access to the resources and subject matter experts needed to provide customers with quick , complete problem solving and resolution . And they are absolutely taking advantage of it !
Contact center agents are no longer the only points of contact for customers . Now , employees from the front desk to sales to IT are engaging with customers and equally responsible for providing exceptional , game changing experiences .
By utilizing an integrated , single-vendor solution , customers have access to the person best able to provide answers and solutions , regardless of where they ’ re located or which department they work in .
Further , many capabilities traditionally only available in the contact center , such as quality management and speech analytics , can be extended outside of the contact center with an integrated , single-vendor UC / CC solution .
This provides numerous benefits , including the ability to uncover insights , foster coaching , and ensure professional engagements deliver consistent experiences across the entire organization , for all user roles .
NM : Given the customer-centric nature of contact centers , it is reasonable to think of omnichannel session handling ( OSH ) in terms of handling multiple customer issues concurrently .
However , there could also be instances where that concurrency could involve a customer and include other resources due to a more technical issue .
For example , in domains that have higher regulatory issues to navigate – like insurance or financial services -- an agent may need some added consultation with technical experts .
CM : The demand for a truly unified end-to-end customer engagement experience across consumer , virtual agent , live agent , and back-office worker or expert is real , but technology is only beginning to provide for these interactions in frictionless ways .
We expect industry and technology consolidation will continue to drive improved experiences , and this will forever change the way contact center agents and the businesses they serve engage with consumers .
CONTINUED ON PAGE 42