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3. Why Consolidate Your UC & Contact Center
Manage episode 418395096 series 3570623
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There’s been a lot of talk in the market about UC and contact center consolidation. But is it just talk, or could this be a viable long-term strategy?
The benefits can’t be denied – more knowledgeable agents, CX abilities for employees beyond the contact center, cost savings, etc.
But sometimes these two communication platforms don’t fit like a glove. How do you know if consolidation is the right fit for your organization?
In this month’s session of Always On CX:EX, Peter Broeckx (Regional Sales Director, Contact Center) and Josh Chronister (Product Marketing Manager) discuss why you should consolidate your UC and contact center and how to find the right fit.
Learn more about AudioCodes Voca here: https://online.audiocodes.com/voca
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Watch previous episodes of Always On CX:EX: • Always On CX:EX
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Chapters:
00:00 Peter Broeckx introduction
1:25 The key benefits of UC and contact center consolidation
3:48 How consolidation enhances overall customer experience
9:58 Biggest challenges when consolidating two communications platforms
16:09 Importance of user experience in contact center solutions
17:52 What factors to consider in a CCaaS that integrates with a UC
20:51 How to train agents for success in a new integrated platform
24:05 How continual training improves customer experience
24:55 How to measure the success of a UC and contact center consolidation
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