contact center

Who should drive unified communications investment in contact centers?

Aspect, a vendor of contact center software, published a survey of 300 European organizations about their attitudes toward unified communications. It has some of the usual banal findings (85% of respondents believe UC improves customer satisfaction and 67% believe it will deliver cost advantages within three to five years).

The interesting nugget of research is sort of tucked away in the published findings: People are sharply divided over who should be driving investment in unified communications technology for contact centers. Fifty percent say it should be handled by IT organizations while 50% said it should be driven by customer service organizations.  What if the survey offered respondents a third possible answer, such as, “Investment should be driven equally by the IT organization and the customer service organization?” I imagine we’d see a lot of agreement on that option.