Aug 25 2008 3:42AM GMT
Posted by: Tony Bradley
Nortel,
ICP,
instant messaging,
Web 2.0,
Evangelyze Communications,
Office Communicator,
Interactive Communications Platform,
click-to-call,
click-to-chat
One of the next big frontiers for Unified Communications is integrating UC functionality into call centers or customer support departments. Granted, most organizations are still struggling to manage the original frontier of how to deploy UC in the first place and realize the values and benefits it delivers. But, the ability to leverage those same benefits and increased efficiency can really translate to ROI when you are talking about how hundreds or thousands of calls are routed for customer support centers. Nortel has introduced their Interactive Communications Platform, or ICP, which provides Web 2.0 style widgets that companies can incorporate into their web sites which will provide customers with the ability to initiate instant messaging sessions with company representatives, or use a click to call function which will automatically initiate a call back from the customer support center to the customer. Evangelyze Communications has also developed a click to chat utility that links with the Office Communicator instant messaging functionality to allow customers to chat in real-time with Evangelyze Communications representatives and get answers to their questions.
Jun 30 2008 4:21PM GMT
Posted by: Tony Bradley
VoIP,
Unified Communications,
IT education,
user training,
Microsoft,
UC,
Microsoft Voice,
Office Communicator,
Office Communicator Mobile
Unified Communications helps companies to communicate more effectively and efficiently. It is also seen by many as being always connected and never being able to be unavailable. By phone, email, voicemail, instant messaging, from your computer, your cell phone, your laptop, or any web-based portal, workers can access tools and communicate. But, what happens when they don’t want to be available? This article from TechTarget’s SearchUnifiedCommunications examines the issues and some potential solutions. In my opinion, education is a key ingredient. Many organizations jump on the technology bandwagon, but don’t give their workers the information and the education they need to use the tools effectively. Tools like Microsoft’s Office Communicator (and its portable counterpart Office Communicator Mobile) enable workers to communicate anywhere, any time. However, users can also control that access. They can set their Presence to Do Not Disturb. They can configure the level of access for their contacts so that key people- team members, managers- can see their true availability, while the rest of the world sees their Away. When calls come in via Microsoft UC Voice, the worker can send them straight to voicemail, or right-click and port them to email or voicemail if they are not available to take the call. In order to realize the benefits of effective and efficient communications, organizations need to provide end-user training in the proper use of the tools and how to work with the more advanced capabilities as well.