The UCStrategies Experts share their expertise in bylined articles, opinion pieces, blogs, and podcasts, to define unified communications, educate you about unified communications technologies, and help you make informed decisions about unified communications solutions.
UCStrategies.com defines unified communications as “Communications integrated to optimize business processes.” The definition of unified communications narrows significantly when you can read and hear about real-world examples that other companies are implementing right now—and apply them to your situation.
This section offers learning tools to help you plan your unified communications implementation.
This section provides a practical, vendor-independent service to any Enterprise that is seeking the benefits of Unified Communications. How do you pull everything together to implement unified communications? Use the tools in this sequence to define unified communications for your business.
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A supplier of objective information on unified communications, UCStrategies is supported by an alliance of leading communication industry advisors, analysts, and consultants who have worked in the various segments of unified communications since its inception.
Genesys has launched a new customer care solution, an application that connects smartphone users with agents in contact centers and beyond instantly. Genesys Mobile Engagement, introduced at Genesys’ G-Force customer event, is designed to empower customers who need live support quickly, and provides increased context to help personalize the mobile customer experience while empowering agents with the information they need.
With Genesys Mobile Engagement, customers can not only connect with customer service quickly and easily, but the contact center agents also receive important information such as conversation history. With the use of a live connect button, customers can get a live agent's assistance through voice, chat, SMS, or video, while context, history, and customer information gets shared immediately to help the agent. The customer's location is provided via GPS to help with decision making, while customers can control and schedule when they should be contacted and receive notifications of relevant service updates by SMS or automated voice calls.
According to Blair Pleasant, co-founder of UCStrategies, “More and more customers are reaching out to companies for service and support via mobile devices, and many companies have responded by providing mobile customer service apps that customers can download. However, Genesys recognized that while customers have been downloading companies’ customer service apps, there’s been little usage of these apps, with very little or no customer engagement taking place.” She adds, “There’s still a gap in the mobile customer experience, and there is certainly no customer stickiness or loyalty. Genesys is trying to take transactional apps and experiences and make them ‘conversational,’ giving people the ability to connect to live service in a mobile environment.”
For more information, visit www.genesyslab.com/mobile.
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Communications Integrated to Optimize Business Processes.
UC integrates real-time and non-real time communications with business processes and requirements.
Uses presence capabilities for coordination, and presents a consistent unified user interface and experience across multiple devices and media types.
Learn more at What is Unified Communications all about?