Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified
An integrated contact center is a complex contact center. With various systems linked together in one way or another, things like reporting and administration, as well as troubleshooting become quite difficult. Accurate, comprehensive reporting is essential for managing a successful contact center operation. Supervisors and managers need to know about the status of queues, campaigns, and agents in order to make educated staffing and routing decisions, and to properly manage productivity. Trying to consolidate this information from disparate systems with differing views is difficult and time consuming, and often yields only incomplete information.
By administering, managing, monitoring, and driving the performance of the contact center – inbound and outbound calls, emails, chat sessions, faxes, staffing, productivity and more – from a single unified platform, you can increase flexibility, reduce complexity, lower costs, inspire customer loyalty, and enhance productivity. Most importantly, a unified contact center puts control in the hands of those closest to the customer – your business managers.
This paper presents five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.