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 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 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