Unified Communications Strategies' Nancy Jamison looks at the arrival of an emerging category in the unified communications space: UC analytics.
"[UC analytics] harnesses customer and operational intelligence from all areas of the organization -- from the contact center to the back office to branch/remote locations -- and across all customer touch points and databases, blending workforce optimization tools and advanced customer interaction and desktop analytics, to improve business operations and customer engagement," Jamison writes.
"UC analytics adds an analytical ('Tell Me Why') dimension that enables more effective use of resources to address customer demand," Jamison adds. "Based on the analysis of trends and customer intelligence, UC analytics creates a more unified work environment whereby the optimization of business processes is based on the corresponding value to the customer service value chain and enterprise, not merely on departmental efficiency and effectiveness."
Click on the following to read the Unified Communications Strategies article: Leveraging UC Analytics to Engage the Right Person in the Right Place at the Right Time