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Everyone is talking about unified communications. But, how they are defining it and why they are considering implementing it varies from enterprise to enterprise. Many unified communications strategies only focus on using the applications, like presence, voice integration, and collaboration to improve employee productivity. There's more to unified communications than just improving productivity, though. Enterprises should also be focusing on communications - enabling its customer-facing process, such as service, collections and sales to ensure they are fully leveraging the value that unified communications can provide. The goal of this paper is to highlight how unified communications will have the most relevance if it is couched in terms of not just generically improving communications but in having the focus of improvement be the communications between organizations and their customers.
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