Metaphorically speaking, Unified Communications (UC) solution vendors walk around carrying a long list of benefits for service providers who want to offer UC services for SMBs and other organizations (i.e. upgrade their business communication channels). The are many reasons and truth is this crusade against old technology is very justified. Any way you look at it, UC services, especially when hosted in the Cloud, knock the socks off any legacy phone network.
A call center is, in and of itself, a network of phones. Much of UC’s functionality actually originated in call centers. The only difference is that unifying these features enables Service Providers (SP) to take better advantage of resources with the end goal of increasing productivity and improving the customer service. So what better business to target with UC if not contact centers? And although every feature counts, it’s those that touch the customer directly that weigh the most