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: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer & Contact Center, Customer Data Management, Customer Feedback Management, Customer Service, Dell, Desktop Analytics, IBM, Microsoft, NEC, Nokia, Operational Performance, Predictive Analytics, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Vocalcom and Zeacom, Voice of the Customer, Workforce Management, Workforce Performance, Customer Experience, Analytics