UC Moving Into The Contact Center
It’s no secret that generating revenue faster from more efficient business processes is a big driver for UC implementation planning. Since revenue comes from customers, it is intuitively obvious that wherever UC can provide more efficient interactions with customers, those business processes will have a high priority for business management. That is why the focus of UC implementation planning is shifting to contact center operations.
CosmoCom, an IP-based contact center technology provider, has just announced its latest CosmoCall Universe software to accommodate the endpoint device needs of various types of customer-facing staff, as well as those of online customers. By supporting customer information needs and contact access by both desktop and mobile staff, CosmoCom is helping to put UC “meat on the bones” of customer contacts. In particular, their smartphone technology, CosmoGoTM , enables mobile staff to handle customer calls more effectively without having to be sitting down with a desktop computer at a wired location.
CosmoCom is still working on developing other UC elements for customer contact, e.g., Instant messaging and federated presence, as alternatives for real-time phone contacts. As UC technology products and services evolve to support multimodal customers, it will drastically change the way that customer contact interactions will happen.