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3. Why Consolidate Your UC & Contact Center
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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.
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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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