Today, contact centre technology is not only to communicate directly with customers— organisations also gain significant benefits from leveraging cloud-based unified communications technology.
Employees who are now working from home full-time may be reaping the benefits of unified communications solutions, but it has not always been the case that those workers were able to have the full corporate experience when it comes to daily operations.
In an exclusive interview with UC Today, Dean Holmes, Director of Product Marketing at Fuze, said that bringing together unified communications as a service (UCaaS) and contact center as a service (CCaaS) would allow questions from employees to be answered immediately and break down barriers and siloes between departments that hinder efficiency. He said,
“Bringing UCaaS and CCaaS together does this, in general, it just makes communication more efficient. Both administration and visibility are simpler as well”
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Dean Holmes[/caption]
Bringing contact center technology together with unified communications can also help managers see where staff members may need a little more help without giving the impression that they are looking over their shoulders.
“You don't really want to play the watchdog, since it's already a difficult time as it is. But when I can look at the tool and I can see that of the five or ten people that are on my team, one of them seems to be making less calls or meetings, or they're not messaging as many people as they may have been previously... maybe I need to reach out and see what's going on and how I can help.”
According to Holmes, regardless of whether you have employees in a contact centre environment or not, having such tools allows users to communicate in an engaging fashion with each other. “It makes it a lot easier to communicate, keep people engaged, and make sure everybody's on task.”