Ventana Research Analyst Perspectives

Expo Shows Maturity of Unified Communications

Posted by Richard Snow on Mar 14, 2012 11:55:38 AM

Like many other observers with a business perspective, I have been skeptical of unified communications, but a day I spent at the recent Unified Communications Expo 2012 went a long way to convincing me that unified communications has entered the mainstream. At this point I think organizations should consider it as a viable option to improve the efficiency of their communications systems, the ability to collaborate internally and with customers, and the effectiveness of their multimedia contact centers. 

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Topics: Microsoft, Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Aastra, AT&T, Avaya, Dell, NEC, Operational Performance, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, IBM, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Alcatel-Lucent, Aspect, Nokia, Vocalcom and Zeacom