Where is Unified Communications Going?

As a concept, “unified communications” has been around for awhile. It can mean anything from bringing all business communications into a single, seamless user experience to bringing global collaboration and conferencing technologies onto the same basic platform as traditional voice and text communications systems. It’s one of the most exciting ways in which technology is reshaping the corporate environment, and the implications for the enterprise are significant, ranging from greener, more sustainable business practices to drastically reduced friction, latency and overload of existing communications systems.

In this podcast, Senior Vice President, Enterprise Systems Marketing, Siemens Enterprise Communications Mark Straton predicts that the UC feature set will become the new baseline standard. Straton says that unified communications, as we currently know it, will will merge with voice, video, and mobility solutions to create comprehensive but modular UC solutions, with the lines between business applications like email, CRM, ERP, communications platforms, and communications devices blurring or disappearing completely.

Unified Communications: Helping SMBs Respond Quickly, Anywhere

Unified communications options all compete to lower costs, increase productivity and improve customer service. When it comes to customers – improving response times and quality – businesses all have to earn customer loyalty. In this podcast, Siemens’ Martin Northend discusses some of the ways that Siemens’ HiPath OpenOffice can help small- and medium-size businesses compete with their many peers by helping to provide easy and efficient tools to aid with the sometimes complex process of responding to client concerns.

HiPath OpenOffice also brings another element to the mix: it’s as easy to use as it is rewarding (Imagine setting up a conference call by clicking and dragging contacts into a graphical conference feature.). Hear more about bringing ease and affordability to SMBs with Siemens. Martin Northend is global marketing director for SME Systems.

Webcast: “Managing the Transformation to Multimedia: How the City of Minneapolis Did It -and Boosted FCR by 19 percent”

Presented By: Dennis Hauser, Senior Customer Interaction Consultant and Solution Manager, Siemens Enterprise Communications;  Don Stickney, Director of Minneapolis 311 Contact Center;  and Gina Filigenzi, Senior Telecom Analyst, City of Minneapolis, BIS Telecom and Network Services

Date: November 18th, 1:00 – 2:00 pm Eastern

Register Now

Turning your call center into a fully multimedia contact center is a strategic imperative when your customers have become multimedia users. They expect you to be able to serve them via email, chat and voice. But how do you manage this transition successfully while maintaining your operational quality?

Join us for this unique webinar to understand the three dimensions you must address: 
- People (agent skills, HR issues and customer satisfaction)
- Processes/policies (organizational culture considerations)
- Technology (monitoring, coaching, quality control and reporting)

Hear how the City of Minneapolis successfully navigated these operational changes, while also achieving a much higher FCR.