Unified communications aims to improve how organizations interact and perform by integrating various communication and collaboration technologies. While increased productivity is often a goal, enterprises should focus on enabling customer-facing processes to fully leverage its value. Contact centers provide inspiration as they have developed disciplines around routing, reporting, queuing, etc. that can be applied across customer-facing employees. This keeps the customer as part of the unified communications strategy and can improve both productivity and customer satisfaction.
Unified MVAS or Messaging solutions enable optimization of business processes by reducing the human latency that exists within a process flow. Corporates need to envision the need of unified communication and enabled processes for faster growth.
Download TeleOSS Whitepaper which offers router, hub, controller, two-way communication & SMPP gateway messaging solutions for your business.
Today’s IT investments require bottom-line, quantifiable truths and Unified communications (UC) is no exception. This whitepaper covers best practice tips on building a comprehensive business case for UC systems
Lean Communications: Process Improvement in PR and Corporate Communications U...Annie Eissler
PR and corporate communications programs are critical to the success of your business. However, there is frequently a lack of clarity around the implementation, measurement, and success of many communications programs. Some believe it’s all about having a relationship with a few reporters or sending out the occasional well-written press release, but with the
fragmentation of the media, everyone is now a consumer and producer of “media.”
Is there a way to create innovative, clutter-busting programs with focused and quantifiable business results without wasting time and money?
This paper examines the application of Lean Six Sigma in the development and improvement of communication programs by showing that the processes involved result in data that can be measured and analyzed to deliver more insightful, targeted efforts with more impactful outcomes. Innovative companies can benefit from growth, adaptability and success while enhancing their brands and reputations with the faster and better results that emerge from improved
communications programs.
Unified MVAS or Messaging solutions enable optimization of business processes by reducing the human latency that exists within a process flow. Corporates need to envision the need of unified communication and enabled processes for faster growth.
Download TeleOSS Whitepaper which offers router, hub, controller, two-way communication & SMPP gateway messaging solutions for your business.
Today’s IT investments require bottom-line, quantifiable truths and Unified communications (UC) is no exception. This whitepaper covers best practice tips on building a comprehensive business case for UC systems
Lean Communications: Process Improvement in PR and Corporate Communications U...Annie Eissler
PR and corporate communications programs are critical to the success of your business. However, there is frequently a lack of clarity around the implementation, measurement, and success of many communications programs. Some believe it’s all about having a relationship with a few reporters or sending out the occasional well-written press release, but with the
fragmentation of the media, everyone is now a consumer and producer of “media.”
Is there a way to create innovative, clutter-busting programs with focused and quantifiable business results without wasting time and money?
This paper examines the application of Lean Six Sigma in the development and improvement of communication programs by showing that the processes involved result in data that can be measured and analyzed to deliver more insightful, targeted efforts with more impactful outcomes. Innovative companies can benefit from growth, adaptability and success while enhancing their brands and reputations with the faster and better results that emerge from improved
communications programs.
How structural collaboration leads to value propositions in the financial sectorInSites Consulting
In the (post-)crisis era, challenging the status quo through innovation will be critical to restore profitability in the financial sector. The commoditisation of products within the industry is making it very difficult to compete on price. Moreover, a whole array of non-banking entities is entering the market to close the gap between the offerings of banks and the needs of customers. Suddenly, banks face competition from telcos, supermarkets, tech firms and innovative start-ups, all experienced in building online relationships and developing and marketing transparent products.
In this paper we explain how financial institutions can install structural collaboration trajectories with key stakeholders (consumers, employees, management) in order to develop true value propositions consumers are willing to pay for.
Digital has profoundly changed how B2B businesses need to interact with their customers. B2B customers are already embracing digital to make more informed purchase and post-purchase decisions. B2B companies need to understand how to use digital to be where (and when) their customers are. Latest McKinsey insights on B2B: http://mckinseyonmarketingandsales.com/topics/b-to-b
Enterprise Relationships are fundamental to business
success. The research - conducted with Cambridge University Business School - shows how relationships lead to long
term mutual advantage, in which value is largely created by
the quality of interaction between the parties. The overall
performance of a company will therefore depend on how
well it is able to manage its own Enterprise Relationships.
Furthermore the White Paper starts to explore how digital communication can deliver value into these relationships.
This report examines the trend of “bring your own device” in context, using Aberdeen’s research to discuss the issues, challenges and option associated with mobile unified communications.
Increasing Business Productivity in Connected Enterprises and an Always-On Di...Cognizant
To remain competitive, businesses must enhance productivity through a connected enterprise set of solutions. We offer a roadmap and set of tools for insuring that Gen-Now workers obtain the stateless, limitless and boundaryless computing that they need and expect in an always-on digital business world.
Mass Portfolio Customisation and the Unique Investor - Financial SimplicityStuart Holdsworth
The attraction of mass customisation had its genesis in the fast moving consumer goods sector: now, its potential extends seamlessly to global wealth management. After all, why should consumers not be able to manage investment portfolios via their iTunes account?
IBM Collaboration Forum - Exceptional Web Experiences and Project NorthstarIBM Sverige
Come and discover the potential to get closer to your customers and increase top line revenue by delivering exceptional web experiences. IBM recently unveiled Project Northstar, which allows our customers to deliver highly engaging, personalised, and differentiated web experiences that meet the evolving need of today's customer. Find out how Project Northstar and the IBM Customer Experience Suite can help attract and retain the best customers, improve brand loyalty, increase customer satisfaction, and lower operational costs.
Jon Mell, Social Collaboration Solutions Sales Leader, IBM
Most CEOs (63% to be exact) will change business
models in the next three years (Gartner). Organizations
must be agile. They must quickly adapt to change or
risk disruption. Speed is everything in this age of digital
transformation. Your organization’s ability to survive
depends on it.
How important is customer satisfaction for your business today? Meeting the needs of the customer through business process outsourcing is the new lynchpin for organizations when it comes to determining their profits. Customer service outsourcing is no longer a novelty. It is a necessity. There is now an increasing need to strike a balance between customers and shareholders. Is your organization equipped to address this need?
How structural collaboration leads to value propositions in the financial sectorInSites Consulting
In the (post-)crisis era, challenging the status quo through innovation will be critical to restore profitability in the financial sector. The commoditisation of products within the industry is making it very difficult to compete on price. Moreover, a whole array of non-banking entities is entering the market to close the gap between the offerings of banks and the needs of customers. Suddenly, banks face competition from telcos, supermarkets, tech firms and innovative start-ups, all experienced in building online relationships and developing and marketing transparent products.
In this paper we explain how financial institutions can install structural collaboration trajectories with key stakeholders (consumers, employees, management) in order to develop true value propositions consumers are willing to pay for.
Digital has profoundly changed how B2B businesses need to interact with their customers. B2B customers are already embracing digital to make more informed purchase and post-purchase decisions. B2B companies need to understand how to use digital to be where (and when) their customers are. Latest McKinsey insights on B2B: http://mckinseyonmarketingandsales.com/topics/b-to-b
Enterprise Relationships are fundamental to business
success. The research - conducted with Cambridge University Business School - shows how relationships lead to long
term mutual advantage, in which value is largely created by
the quality of interaction between the parties. The overall
performance of a company will therefore depend on how
well it is able to manage its own Enterprise Relationships.
Furthermore the White Paper starts to explore how digital communication can deliver value into these relationships.
This report examines the trend of “bring your own device” in context, using Aberdeen’s research to discuss the issues, challenges and option associated with mobile unified communications.
Increasing Business Productivity in Connected Enterprises and an Always-On Di...Cognizant
To remain competitive, businesses must enhance productivity through a connected enterprise set of solutions. We offer a roadmap and set of tools for insuring that Gen-Now workers obtain the stateless, limitless and boundaryless computing that they need and expect in an always-on digital business world.
Mass Portfolio Customisation and the Unique Investor - Financial SimplicityStuart Holdsworth
The attraction of mass customisation had its genesis in the fast moving consumer goods sector: now, its potential extends seamlessly to global wealth management. After all, why should consumers not be able to manage investment portfolios via their iTunes account?
IBM Collaboration Forum - Exceptional Web Experiences and Project NorthstarIBM Sverige
Come and discover the potential to get closer to your customers and increase top line revenue by delivering exceptional web experiences. IBM recently unveiled Project Northstar, which allows our customers to deliver highly engaging, personalised, and differentiated web experiences that meet the evolving need of today's customer. Find out how Project Northstar and the IBM Customer Experience Suite can help attract and retain the best customers, improve brand loyalty, increase customer satisfaction, and lower operational costs.
Jon Mell, Social Collaboration Solutions Sales Leader, IBM
Most CEOs (63% to be exact) will change business
models in the next three years (Gartner). Organizations
must be agile. They must quickly adapt to change or
risk disruption. Speed is everything in this age of digital
transformation. Your organization’s ability to survive
depends on it.
How important is customer satisfaction for your business today? Meeting the needs of the customer through business process outsourcing is the new lynchpin for organizations when it comes to determining their profits. Customer service outsourcing is no longer a novelty. It is a necessity. There is now an increasing need to strike a balance between customers and shareholders. Is your organization equipped to address this need?
Designing a Development Environment for Logic and Multi-Paradigm Programminggpiancastelli
We set out to design an environment for logic programming built around tuProlog, a Java-based light-weight Prolog engine that provides seamless integration
into the platform and promotes an innovative form of interaction with the interpreter, allowing a multiplicity of independently configurable instances to be exploited within the same project. Moreover, we use the Java/Prolog multi-paradigm capabilities of tuProlog as a case study for discussing the integration of two different programming languages in a single environment.
The challenge to every man is to make choices everyday that will shape his destiny. Walk with friends that will add value to your life. Most of us are affected by the friends we make in life. Having a big picture in life is so crucial as it will always give you the desire and energy to work towards the same.
A Connected Enterprise - Transformation Through Mobility and Social Networks IJMIT JOURNAL
Due to rapid changes in business dynamics, there is a growing demand to encourage social
conversations/exchanges and the ability to connect and communicate with peers, partners, customers and
other stakeholders anytime, anywhere which drives the need of mobile-enable, the existing enterprise
applications.
This paper highlights a distinct set of needs and key customer challenges that must be considered and
addressed for deployment of Social Collaboration applications and Mobility services in enterprises. It not
only addresses the Critical Success Factors for enterprise mobility enablement but also outlines the unique
business requirements to rapidly create social collaboration culture and the discipline of turning social
data into meaningful insights to drive business decisions in real-time
A connected enterprise transformation through mobility and social networksIJMIT JOURNAL
Due to rapid changes in business dynamics, there is a growing demand to encourage social
conversations/exchanges and the ability to connect and communicate with peers, partners, customers and
other stakeholders anytime, anywhere which drives the need of mobile-enable, the existing enterprise
applications.
How Improved Communications Fuel Business GrowthFonality
Many businesses find the key to maximizing their communications in a Unified Communications (UC) solution. UC offers the functionality of the most sophisticated business phone system, with communication tools that help companies make smart decisions faster to gain efficiencies and accelerate growth.
This Wainhouse Research Ebook investigates Unified Communications and Collaboration (UC&C) as an enabler of Digital Transformation. We’re focusing on the broad, enterprise-wide impact that a well deployed, integrated, and expanded UC&C experience delivers, and its ability to enable a larger Digital Transformation strategy.
This eBook provides an objective, unbiased, and detailed overview of UC&C Transformation, covering the following topics:
Digital Transformation - key concepts, terms, and definitions
Enterprise Drivers - primary drivers leading the enterprise to a digital transformation strategy
Transformation Reality - common enterprise barriers to digital transformation
Key Steps & Best Practices - to making your transformation journey successful
Transformation Use Cases & Opportunities - transformation targets and benefits
This eBook includes expert analyst insight backed by the following research:
In-Dept Interviews – with product teams, IT Decision Makers (ITDMs), and executives with experience transforming their enterprises with the use of UC&C tools and solutions.
Wainhouse Research Data – we reference data points from end-user and ITDM surveys, briefings with technology vendors, and insight gained from enterprise consulting engagements.
Organizations are driving speed and value by accessing a
“single voice” to coordinate enterprise mobility initiatives.
A white paper analysis from HTCpro™
Clique's CPaaS APIs and products bring HD quality voice where consumers and business want it. Clique's easy to use SDKs and APIs make it easy for businesses to provide secure and efficient communications by integrating voice, messaging, and other technologies across multiple platforms and end points. Our platform makes it possible to use voice regardless of format, application environment, operating system, device, or location.
6. Collections:- An at-home agent calls a customer about an outstanding bill, but the customer has questions
about a couple of the items on the bill. The agent can address two of the items, but isn’t sure about the 3rd
item on the bill. She determines that one of the accounts billable employees is available for phone calls and
conferences in the accounting employee who is located in another part of the country. She explains the
situation and the accountant is able to easily explain the line item. The customer is satisfied with the response
and promises to send a check that day to pay the entire bill.
These vignettes highlight how the corporate assets of traditional contact center employees, practices and
technologies can be further leveraged throughout the enterprise with the addition of unified communications
technologies like presence, mobility and multimodal communications. And, most importantly, the contact
center, which has the greatest understanding of customer interaction best practices and has the tools to
measure satisfaction, retains control of the customer experience.
A Concept, Not a Technology
What should be clear at this point is that unified communications is not a thing, provided by a single vendor.
Instead unified communications is a way of approaching how communications capabilities can help streamline
processes to achieve business goals. The concept relies on bridges being built among many types of enterprise
applications and communications capabilities.
Thought of in this manner, it belies common sense to believe that a single vendor can provide all of the
components necessary to help a company successfully execute a unified communications strategy. There are,
however, attributes that companies can look for, in fact, should demand, in their technology partners that will
ease the creation of a successful unified communications plan. In order to allow an enterprise to create unified
communications solutions designed to work with its own set of applications and technologies, adherence to
open standards is key.
For example, choosing communications solutions built using Session Initiation Protocol (SIP), applied without
proprietary extensions, can ensure that organizations are not thwarted in their desire to choose solution
components from multiple vendors. With SIP, enterprises continue to have a choice: to install multiple
applications from a single vendor or have the option to incorporate best-of-breed products.
First Steps toward Building a Unified Communications Strategy
Given that unified communications is a concept, a way of thinking about how to bring about positive change
for your business; it’s obviously not about sending out a request for proposal and selecting the least cost
supplier. Diligent consideration of the factors below will help make for a unified communications strategy and
deployment that delivers measurable business benefits.
Objectively assess your business challenges.-
Evaluate how the features and benefits unified communications brings can deliver on your business goals.-
Develop a strategy that starts with the customer and adds other company organizations based on the-
measurable contribution that can be made by including them in the communications chain with customers
and other types of business partners.
Determine which contact center processes and disciplines could readily and effectively be extended to-
improve the overall customer experience.
Ensure that the contact center technology partner you choose to work with as you explore unified-
communications has open standards as a core value.
Bring in complementary technologies and partners as needed to ensure your success. By considering all-
of the above as companies develop unified communications strategies, they can ensure it will yield the
greatest results for the business, including improving agent productivity, increasing customer satisfaction and
ultimately improving the top and bottom lines. But, the biggest key is always keeping customers at the core
of the strategy and applying established contact center technologies, processes and disciplines to ensure the
best results.
WHITE PAPER
6 White Paper Unified Communications…Keeping the Customer in the Equation