{"id":1176,"date":"2012-01-10T09:58:23","date_gmt":"2012-01-10T09:58:23","guid":{"rendered":"https:\/\/blogs.poly.com\/contact-centred\/?p=1176"},"modified":"2012-01-10T09:58:23","modified_gmt":"2012-01-10T09:58:23","slug":"uc-in-the-contact-centre","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/uc-in-the-contact-centre\/","title":{"rendered":"UC In the Contact Centre"},"content":{"rendered":"<p>Inspired by Sheila McGee-Smith&#8217;s blog post <a title=\"here\" href=\"http:\/\/www.nojitter.com\/post\/232301353\/lync-in-the-contact-center\" target=\"_blank\" rel=\"noopener\">here<\/a> on NoJitter, I&#8217;ll summarise my views on UC in the contact centre.\u00a0<\/p>\n<p>I remember when softphones were initially introduced, and predicted to be widely adopted within contact centres because of their ability to save on (physical) desktop space, and provide great integration with other packages.\u00a0 They never really fulfilled this potential though, with companies focusing on the &#8216;stone axe&#8217; reliability of TDM and then IP\u00a0deskphones for their critical voice traffic.<\/p>\n<p>I see this pattern repeating to a lesser extent for UC clients.\u00a0 Companies will not immediately switch to a softclient for critical voice conversations with customers, but they will find increasing uses for accurate enterprise wide presence.<\/p>\n<p>There are less calls coming into contact centres,\u00a0but with increasingly empowered customers, each of those calls is now more complex, takes more time to resolve and is increasingly likely to leave the contact centre for resolution.\u00a0 My view is that the best use for UC\/presence systems is for contact centre teams to be able to find the right person within the back office\/enterprise to help them resolve customer issues in real time\u00a0&#8211; driving first call resolution.<\/p>\n<p>With social media giving customers a big voice when they don&#8217;t get the service they feel they\u00a0deserve,\u00a0getting first call resolution right is increasingly important.\u00a0 Hence, taking advantage of enterprise expertise quickly (know who to reach, know who\u00a0is available, enable real time conversations between expert, customer and agent) is the killer app for UC\/presence systems in the contact centre for me.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Inspired by Sheila McGee-Smith&#8217;s blog post here on NoJitter, I&#8217;ll [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1176"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1176"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1176\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1176"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1176"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1176"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}