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December 31, 2009  9:56 AM

Unified Communications: Steroids for the Contact Center



Posted by: Tony Bradley
Aspect, call center, contact center, customer support, UC, Unified Communications

Have you ever called a customer support contact center and found that the Level 1 support technician that answered the phone didn't have the knowledge or experience to help you? That is rhetorical. If you have *ever* called a contact center, it is a virtual guarantee that this scenario has occurred...

September 16, 2009  3:24 AM

Unified Communications Helps Improve Both CRM and CEM



Posted by: Tony Bradley
CEM, CRM, customer experience management, customer relationship management, UC, Unified Communications

Companies have focused for years now on CRM- customer relationship management. They want to make sure they have the right tools in place and measure the right metrics to maximize the value of each customer relationship. Makes sense...for the company. Now, companies are starting to understand...


October 30, 2008  9:41 PM

Aspect Unified IP 6.6 Introduces Microsoft UC Integration



Posted by: Tony Bradley
Aspect, call center, integration, Microsoft, OCS 2007, Office Communications Server, presence, UC, Unified Communications, Unified IP

Back in June I wrote a post about the newly formed partnership between Aspect Software and Microsoft. Aspect was already an established leader in providing IP-based solutions for call...


October 25, 2008  2:40 AM

Aspect Dives Into UC Services Delivery



Posted by: Tony Bradley
Aspect, call center, Microsoft, OCS 2007 R2, Office Communications Server, professional services

Aspect, a leader in providing IP communications solutions for call centers, partnered with Microsoft earlier this year and is hard at work in collaboration with Microsoft to integrate what they offer for call centers with what Microsoft offers for unified communications. Microsoft Office...


August 29, 2008  1:31 PM

Aspect Names Head of Global Professional Services



Posted by: Tony Bradley
Aspect Software, call center, Kevin Schwarz, Microsoft, UC, Unified Communications

Aspect Software, a major player in unified communications and the largest company focused solely on providing unified communications for the call center, named Kevin Schwarz Executive Vice President of Global Professional Services. Aspect has been providing IP-based solutions in the call center for...


August 29, 2008  1:18 PM

Report: Unified Communications in the Call Center



Posted by: Tony Bradley
Aberdeen, Aspect, Avaya, call center, report, UC, Unified Communications

The Aberdeen Group conducted a survey earlier this year regarding the use of unified communications technologies in the call center. According to


July 24, 2008  7:21 PM

Nortel Delivers “Green” UC for Call Center



Posted by: Tony Bradley
call center, ecology, environment, green, Nortel, UC, Unified Communications

What's better than delivering an IP-enabled solution that can handle up to 850 concurrent users and allow a call-center to efficiently manage and route calls to agents regardless of their physical location? Delivering that solution using technology that is both economically and ecologically frugal....


June 7, 2008  1:56 PM

Unified Communications in the Call Center



Posted by: Tony Bradley
Aspect, Call Centers, customer service, latency, Microsoft, UC, Unified Communications

Microsoft has a unified communications offering for small and medium businesses (SMB) with Response Point. They also have a more robust solution for enterprises providing even more features, functionality, and power for unified communications...


April 22, 2008  12:47 PM

BroadSoft Adds VoIP to Salesforce.com



Posted by: Tony Bradley
broadsoft, CRM, salesforce.com, UC, Unified Communications, Unified Connector for Salesforce, VoIP, Xtended Program

Broadsoft, a VoIP provider, has developed the Unified Connector for Salesforce, bringing unified communications functionality to Salesforce.com, a pioneer in SaaS (software as a service) and CRM (customer relationship manager). The Unified Connector...


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