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Article

Title: UC: Adding to the Bottom and Top Lines Today

Author: Talreja, Manjula; Chandra, Shailesh; Tantzen, Bryan Article Type: Product Analysis
Source: Business Communications Review, v37 n11 p45(5) Publication Date: Nov 2007
  ISSN: 0162-3885
  Illustrations: Graphs, Tables
URL of Publication: http://www.bcr.com

The adoption of IP-telephony and unified communications (UC) is a key method to cut total cost of ownership (TCO) and revolutionize business. UC is increasingly becoming a business priority because it offers a number of benefits, including higher reductions in annual voice operating expenses when compared to legacy time-division multiplexing (TDM)-based networks. Outside of simple expense cuts, UC is regarded by companies as a key tool in realizing business objectives. An IP-based communications platform can interface and interact with other critical applications within the enterprise, thus resulting in productivity growth and business-transforming models. JJ Food Service, a UK firm that delivers food to restaurants, deployed a new contact center environment, where the system asks the firm's customer relationship (CRM) system for information on how to treat a caller. The customer information helps the system direct to call to the appropriate agent. The new contact center system enabled JJ to improve customer satisfaction and achieve productivity gain. In the financial industry, a leading bank adopted a virtual expert solution in the summer of 2007. The bank expects the Virtual Expert solution to boost profit and avoid organizational bottlenecks.

Special Features: Graphs, Tables

Products:
Total Cost of Ownership Unified Communications

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