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Unified communications: Lifeblood of the contact centre

11 Aug 2008

What is unified communications (UC) and why do you need it? UC is not unified messaging, and it isn't a unified desktop. But both of these technology solutions help to support a unified communications architecture. In fact, according to Aberdeen, a Harte-Hanks Company, UC is the convergence of such technologies as instant messaging, e-mail, voice over Internet protocol (VoIP), presence and e-commerce in or near real-time.

UC solutions are provided by a variety of different vendors. Aberdeen breaks the vendor solution landscape into four categories: software providers, voice systems or data networking providers, SaaS (Software as a Service) providers, and network New HP LaserJet P4014n Printer Starting at $699 after $100 instant savings. operator providers. Each of these solutions provides value to the right client. Now that companies have already begun to implement unified communications beyond just "headquarters," Aberdeen explored the impact of UC in the contact center.

Read the full article here.