Integrate UC and CC

Benefit from Quick ROI Using Enghouse UC or Microsoft Teams

Even before the pandemic impacted organisations around the globe, successful companies were focused on enabling their employees through greater collaboration, communications, and technology.

Their objective was and still is, to increase operational flexibility, productivity, and enhance the ability to innovate across both hybrid and on-site environments.

The acceleration of hybrid environments has made simplifying and increasing collaboration a business-critical requirement for every organisation. As we have seen across a wide range of our recent deployments, integrating Unified Communications (UC) either Enghouse UC or Microsoft Teams, with the Contact Centre (CC) plays a significant role in breaking down departmental silos and enabling companies to work in a more agile and effective way.

In a hybrid working environment, it is increasingly more important that the Contact Centre be seen as foundational to the organisation’s evolution and its ability to respond to new business realities and customer experience (CX) expectations.

Organisations that adopt leading-edge collaboration tools, will benefit from a more unified approach that enables agents to work more efficiently with all colleagues, to better serve their customers, while driving increased productivity across the whole organisation.

Integrating UC and CC Enhances and Quickly Optimises Existing Workflows

A key imperative is to ensure that the technology chosen enhances existing workflows and facilitates their incremental improvement and optimisation. A good user experience is essential to increasing job appeal, as well as improving productivity and performance.

The 5 Key Areas where Unified Communications Delivers Contact Centre ROI

Measurable Improvements

UC increases productivity by providing a unified interface for agents, avoiding the need to access multiple systems or search for information when talking to customers. Agents can handle significantly more customer interactions.

• Companies using a fully integrated UC+CC infrastructure have seen a 52.8% increase in revenues Metrigy
• Achieve a 50% agent productivity improvement by using unified communications Aberdeen
• Decrease call handling time by 9x Aberdeen
• A 250-seat contact Centre could save 1.1 to 8 hours per user week = 275 to 2,000 hours TEI

Clear, Secure Communications

An integrated UC + CC approach provides a unified platform for high-quality communications, from messaging and chat to audio and video. It increases communications and collaboration security, and ensures compliance and privacy, regardless of where employees are located.

• High-quality audio reduces the need for repetition, saving equivalent to $404,169 per year CB
• 88% of those that have adopted UC, report improved security TEI
• A unified platform simplifies security as standardized and continually optimised policies can be applied and centrally managed for all UC and CC apps TT

Seamless and Intuitive Collaboration

Agents can immediately communicate with colleagues and subject matter experts from across the organisation benefiting from Presence indicators, to get answers quickly – even while on the phone.

• A saving of nine minutes per front line staff per day by collaborating across a 250-seat contact centre, creates an additional 187.5 working hours per week across the workforce TEI
• Using UC reduces decision making time by 7% due to faster access to info TEI
• Of successful organisations, 61.5% use the full UC collaboration stack to improve organisation cooperation, with 31.5% currently using voice Metrigy
• Incorporating UC capabilities within the contact centre helps decrease average handle times by 2.9 times more year-over-year (7.9% vs.2.7%) Aberdeen

 Simplified Optimisation and Customisation

Companies need to constantly innovate and improve their services.  UC platforms typically include APIs to integrate other vendor-developed and third-party applications, which helps deliver optimal experiences.

• A saving of five minutes per day per front line staff by using UC apps – translates to an efficiency gain of over 100 hours per week for a 250-seat contact centre  TEI
• Integration accelerates innovation – 64% of companies using UC also added  chatbots TEI
• A 31.1% increase in agent efficiency when using a CC with integrated UC
  Metrigy

Improved Experience for Agents, Supervisors and Customers

Quicker access to information results in a better customer experience (CX), while closer collaboration saves time.  Supervisors quickly see available resources, queue status, and relevant KPIs, enabling them to optimise customer service as needed.

• A 2% lower cost to onboard new agents through improved ease-of-use and a unified interface for organisations with under 2,000 staff TEI
• A saving of 2 hours per employee per week through improved collaboration with customers and partners TEI
• 48% of companies said improved technology directly increased their agent morale CB

Improve Agent Engagement and the Customer Experience Through Integration

Learn More About the Industry’s Broadest Range of Contact Centre Solutions by Visiting our New Website.

See for yourself how Unified Communications can be quickly and easily integrated with your contact centre to deliver the communications and collaboration capabilities you need to enhance your Customer Experience (CX).

Access the On-Demand Playback of our launch webinar which provides a detailed overview and demo of the Enghouse UC solution.

Sources:

Aberdeen:  The ROI Of Uniting Unified Communications And Contact Centre.

CB: ContactBabel Decision Makers Guide Contact Centre 2021

Metrigy: Q3, 2021: UC, Contact Centre Integration Drives Business Value

TEI~ :  Open PDF. Total Economic Impact, where relevant, findings have been extrapolated to leading UC platforms providing the same extent of core functionality and capabilities as offered by Teams.

TT: Tech Target