3 UC Integration Mistakes to Avoid

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Julian Tiongson at Five9 shares three UC integration mistakes to avoid when looking for a solution.

As you search for technology to help shape your business into the “new normal,” there are a few things you need to understand before making the change. Here are three mistakes you should avoid when it comes to a UC integration solution:  

1.Not Cloud-based

Cloud-based solutions provide the ability to easily access, manage, and scale your contact centre as needed. With on premises solutions, IT departments are needed to help make changes. Even the smallest of changes and can take days, if not weeks, depending on the size of your business.

For businesses who need to remain agile and make changes on the fly, this becomes a big challenge.

Switching to a cloud-based solution leaves it up to the provider to maintain the hardware and keep the software up-to-date, eliminating the need to develop and maintain a custom integration through the IT department.

2.No Subject-Matter Expert Presence

As agents work remotely from their own homes, it’s vital to see what experts are available to assist. Collaboration has become more complex as agents are not in a shared office space where they can simply look around for help.

Agents don’t have visibility into the homes of their colleagues, and a solution that displays an expert’s presence helps ease any confusion or delay in helping your customers.

With the ability to see the presence of an expert, agents can simply call, transfer, or conference in an expert directly with the customer to solve their issues.

Agents are able to avoid the awful service experience of blind transferring to an expert who is not available, only for the call to bounce back to them.

3.Separate Directories

Every second counts in the contact centre. From average handle time to hold times, agents are the driving force to help improve those metrics.

As we are discussing UC integration, it may be assumed that the directories of the two systems—contact centre and unified communications—are consolidated into one, but that may not always be the case.

As agents reach a certain point in customer interactions, help is needed from an expert. Searching through two separate environments that do not communicate can be tough to manage and see which expert is actually available.

With a consolidated contact centre and UC directory, agents can easily search for experts by groups, job title, or even name if they know exactly who they are looking for. A single directory eliminates the need to jump back and forth between applications.

As you consider options for a UC integration, being aware of these mistakes can help your organization find a solution that not only fits but can increase business agility and efficiency.

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career from wide range of social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with deeper understanding of the full customer life cycle.

This blog post has been re-published by kind permission of Five9 – View the Original Article

For more information about Five9 - visit the Five9 Website

About Five9

Five9 Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results.

Find out more about Five9

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Five9

Published On: 29th Jun 2021
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