Customer contact centers fulfil different functions according to the organization they serve and the industry that they function in. Regardless of their objectives, the focus should be on the customer - meeting expectations, enhancing service levels and improving satisfaction. Contact centers are finding it necessary to add more communication channels to their platforms in order to get in touch as easily as possible. Customer satisfaction and performance levels remain among the most important tenets of any call center and the market is changing to address customer communication needs. Technologies like unified communications will be playing a greater role in going forward.

 To know more about this aspect, read the article by Mike England, content director of Imago Techmedia, follow http://www.callcentrehelper.com/customers-driving-unified-communications-55759.htm

A recent research on 1000 Information Technology executives and decision maker respondents by the cloud services company EvolveIP™ revealed that 84% of organizations that do not currently deploy Unified Communication features, are planning for, or considering the services, for their business in the next one to three years.For the study, Evolve IP defined UC as: "The concept of consolidating phone, email, fax, chat, video, and collaboration into a single unified channel, either on a device or on a computer”. The survey also examined UC components and uncovered that the most requested UC features are:

1. Audio & Web Conferencing (51%).
2. Unified Messaging (46%).
3.  IM&P Instant Messaging and Presence (40%).

To read more, visit the following link:

http://www.prnewswire.com/news-releases/84-of-organizations-considering-unified-communications-uc-in-the-near-future-253461811.html

Unified communications platforms can be seen not necessarily as end points, but as beginning points for intrusion. It is a growing concern for organizations today. According to Kevin Riley, chief technology officer, Sonus Networks, as landscape architecture surrounds Unified Communication systems, emphasizing more on security is needed. A recent survey by the CIO Playbook reveals that 31% of organizations considered security and privacy issues to be a key challenge while implementing unified communication system. This concern is because integrating platforms requires opening up ports to enable the flow of data, which means additional unwanted traffic is able to flow freely. However, organizations can take precautions, like installing session border controllers (SBCs) to close ports that are not required and protect their networks from dangerous traffic.

To read more, visit the following link:

http://searchunifiedcommunications.techtarget.com/feature/Striving-for-secure-unified-communications