Richard Snow's Analyst Perspectives

Expo Shows Maturity of Unified Communications

Posted by Richard Snow on Mar 14, 2012 11:56:04 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: Microsoft, Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Aastra, AT&T, Avaya, Dell, NEC, Business Mobility, Cloud Computing, Customer Service, IBM, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management, Workforce Performance Management (WPM), Alcatel-Lucent, Aspect, Nokia, Vocalcom and Zeacom