Unified Communications: Click to talk

Aug 29 2008   1:18PM GMT

Report: Unified Communications in the Call Center

Tony Bradley Tony Bradley Profile: Tony Bradley

The Aberdeen Group conducted a survey earlier this year regarding the use of unified communications technologies in the call center. According to this Marketwatch.com article, one of the authors of the report said “Unified communications is as much about the business, finding the right business process to UC-enable, and finding the right return on investment for the right departments. A small number — 23% — have some form of unified communications implemented, but an astounding 50% of customers surveyed are or will be evaluating unified communications in the next eighteen months.” Aberdeen reports usually cost money, but Aspect Software and Avaya have sponsored this report so that you can download it for free (until September 26).

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