UC is not a product or system, but rather a way of envisioning how communications works within an enterprise to support its business goals. By embedding unified communication applications into business processes, organizations can provide customers unprecedented service - not only by improving the call center's ability to respond more efficiently and effectively to customers, but by enabling the entire enterprise team to be more responsive to customers.

Achieving "customer intimacy" is the fundamental basis of solid business strategy. In this videocast, Don Van Doren of UniComm Consulting explains what UC is and is not and how it can enhance the nature of customer interactions. You'll learn how UC can positively affect the call center, as well as the challenges you can expect. You'll also learn several ways that UC can bring measurable customer support outside the scope of the call center, ushering in a new era of customer interaction.

Specifically, Don discusses:

• Measuring the responsiveness through UC-enabled logging and tracking
• Creating an interaction channel
• Differentiating services based on customer segmentation
• Extending enterprise boundaries to encompass your ecosystem partners
• And more ways that UC will revolutionize customer service

Interested in this topic, but prefer alternative content formats? Try:

• Podcast: Integrating Unified Communications into Business Applications to Improve Customer Service - Podcast