Contact Center: Unplugged

Happy New Year! What about Those Resolutions?

Author:  Kevin Schwartz, Executive Vice President of Aspect Global Professional Services

Last week, at the beginning of the New Year, I was sitting in my easy chair at home thinking about where I am now and where I want to be at the end of 2009, both personally and professionally. Like many of you, I’ve made some resolutions that I can quickly and easily achieve; things like spending more quality time with my family. I’ve also made some other resolutions that will take some time, require a number of steps and involve many intermediary milestones.

I liken this to a tour of Europe that I’m planning to take. I wish I could just check the travel site, book a flight and go. Unfortunately, I can’t – I’m a big-time planner, not a “fly by the seat of my pants” kind of guy. So, first I’ll need to take into consideration the amount of time I have available during this trip. I’ll need to figure out when I can leave for my trip. Then, I’ll have to do some research to identify the countries I’ll most like to visit and the landmarks and attractions I’d like to see. After that, I’ll need to find hotels that meet my criteria and are located in the optimal geographic locations, decide how long I will stay at each one, and make my reservations. When I’ve taken care of the logistics and know where my travels will take me, I will most likely want to learn some basic phrases in certain key languages.

Who knows? Maybe just visiting England or France or Italy will fulfill my needs or provide sufficient payoffs, in which case I may decide to focus exclusively on one country for an extended period of time. Or, perhaps I will stay focused and achieve my end goal – completing my entire European tour as planned. The latter would probably give me a richer and more complete experience than lingering in one location. And, importantly, I will want to make sure I stay within the budget I’ve allocated for the trip.

From a 50,000-foot view, as I think about beginning my European tour, my mind automatically compares it to the Unified Communications (UC) journey on which many of Aspect’s customers are embarking. Like my tour, the UC journey starts with a strong understanding of the end goal, requires careful planning, and targets distinct benefits at different points along the way. Also similar to my European tour, the UC journey is comprised of several different steps, each of which is defined by its own set of benefits and specific rewards. For UC, the four main steps are Individual Productivity, Workgroup Productivity, Communication Enabled Business Processes (CEBP), and Enterprise Transformation.

I know that correctly implementing UC is an evolutionary process that can deliver huge payoffs. I’m pretty sure that my European tour can do the same. I’ll be looking forward to your recommendations on the best places to visit. In the meantime, be sure to check back for future blogs that talk in detail about the different stops along the UC journey.

Author: Aspect
Catergories: Unified Communications

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