Enhancing Customer Engagement

with UC and Collaboration Tools

Thursday, May 5, 2016 2:00 PM - 3:00 PM ET / 11:00 AM - 12:00 PM PT
Featuring: Lisa Durant, Research Analyst at Nemertes Research

Customer engagement is becoming a part of everyone's job in the enterprise. So, how can organizations facilitate collaboration between all of the business units that touch the customer?

One of the best methods is to enable agents to use unified communications and collaborations solutions to interact with one another, other parts of the business, and, sometimes, even with customers. This is possible even when those collaboration tools come from a vendor that does not typically offer contact center solutions. For example, Skype for Business is a widely used collaboration tool; but, Microsoft does not offer a contact center solution of its own, and every contact center system seems to approach Skype for Business integration differently and with varying degrees of functionality. Could Skype for Business still have a place in the contact center?

In this webinar, we will discuss real-world examples of how extending unified communications and collaboration tools into the contact center helps:

businesses improve contact center operations
increase customer satisfaction
and achieve higher technology success overall.

We'll also specifically look at some of the challenges and potential benefits of extending Skype for Business to the contact center.

· Top challenges influencing omni-channel success

· Three steps to reduce service costs and improve customer satisfaction

· How to choose between specialized vs. blended agents

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Lisa Durant is a Research Analyst with Nemertes Research, where she develops, conducts, and analyzes primary research and develops research reports for the Contact Center and Customer Engagement and Unified Communications and Collaboration tracks. She specifically focuses on emerging technologies and trends, including the role of cloud in the contact center, social and mobile customer engagement, the growing importance of self-service, workforce optimization in a multi-channel environment, and contact center operations.

Lisa graduated from the University of Maryland Baltimore County with a BA in English. Before joining Nemertes, Lisa worked as a technical writer first in the defense contracting industry and later in the mobile and wireless telecommunications market, where she supported benchmark testing for some of the world's largest mobile operators.

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