Simplify Your Life – It’s All About Being Unified
Author: Jim MitchellIn my last blog, I talked a bit about the differences between integrated and unified. I really believe in the concept of unified IP, and I truly think that unified products are the way to go – now and in the future. Why? Because I’ve seen firsthand how a unified approach can help significantly improve contact center operations.
Let me give you a real world example. We work very closely with a company that offers business process outsourcing solutions to a large number of banking and insurance companies. This particular business was struggling to keep up with the multi-product, multi-client “private needs” of its customers, and decided to deploy a unified contact center solution to increase flexibility and productivity, and enhance customer service. The initiative was a success! How do I know? Here are the cold, hard facts: the company has improved agent productivity by 32 percent, increased voice portal call handling by 20 percent, and decreased agent training time from one month to one week. It has also met Six Sigma quality goals and expanded its service offerings.
Here’s what you can gain from a unified approach:
• Flexibility – Wouldn’t it be great if you didn’t have to contact multiple vendors to make changes to your service menus, call flows and campaigns? It is possible. A unified contact center gives you the power to easily adjust to changing business conditions or peaks and valleys in traffic.
• Simplicity – By managing all your contact channels on a single platform, administration, monitoring, and reporting become infinitely easier. All the rules relating to routing, workflow, agent skills, and prioritization are also managed centrally so your changes are reflected across the system in real-time.
• Money – Integration is expensive, and if you don’t have to do it, you can save a lot of money by reducing the number of applications and hardware, as well as limiting professional services. Troubleshooting is much easier and the tedious exercises associated with version control are eliminated.
• Happier customers – You customers want to speak with agents who are knowledgeable and informed and understand their situation. Giving your agents real-time access to information from centralized front- and back-office systems provides your agents with insight into all of your customer communications, and results in more consistent customer experiences.
• Productivity – A unified solution eliminates the need for your agents to log into multiple systems using multiple logins, multiple times a day. Need I say more?
As you can see, the benefits of a unified center are real, measurable and very tangible. Do you have any experiences with a unified solution you can share?
Author: Jim Mitchell
Catergories: Unified Solutions
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