According to a recent study, Unified Communications is perceived as a huge benefit to the contact centre industry.
A huge, international study into the impact of Unified Communications reveals that the majority of those surveyed felt the role of Unified Communications has a beneficial place in customer facing operations and the contact centre industry.
Unified Communications and Customer Satisfaction
The research was conducted by Strateco to uncover how the contact industry across Europe felt about the role and potential benefits of Unified Communications. The survey was particularly focused on finding out whether Unified Communication systems could help contact centres across Europe achieve key objectives and goals. The study was far-reaching with almost 300 contact centres, both public and private, across Europe questioned, including those in Spain, the UK, Germany, the Netherlands and France. The research revealed:
l A huge 85% of those questioned agreed that Unified Communications improved service levels thus impacting positively on customer satisfaction, boosting first call resolution levels
l The majority believed Unified Communications helped improve real time communications - 82% said UC facilitated broader team work, offered a more focused, streamlined process and as a result meant fewer delays with improved team productivity in the contact centre
l 82% felt that United Communications was an important function that will provide a 'competitive differentiator' in the future
l 79% said having Unified Communications in their call centres would improve the perceived value of those contact centres within their organisations
l 67% said they felt Unified Communications would in the medium term (three to five years) deliver a cost advantage
Unified Communications – Work Together to Benefit All
But the path for Unified Communications wasn't so clear cut – although the majority of European contact centres surveyed agreed that UC strategies would have a positive impact on their operations, respondants were divided about how UC should be introduced into their organisations: 50% felt the IT department should introduce Unified Communications to the contact centres, whereas the other 50% said the customer service department should drive UC forward.
The marketing manager of Aspect in Europe and Africa, Anita Marsh, commented on the findings. She said the survey revealed how important it was IT and customer service departments worked together to ensure 'information silos are broken down' to maximise the benefits of United Communications: “The survey shows that when UC touches the end customer, the return on UC investments really begin to accelerate.”
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