Podcast: Change Comes to the Contact Center

By Carl Weinschenk | Nov 18, 2010 | Print this Page
http://www.enterprisenetworkingplanet.com/unified_communications/podcast-change-comes-contact-center
A key question going forward is how folks in the unified communications sector can best convince organizations to approach their contact center communications platforms in a strategic as well as tactical fashion. The core challenge is selling unified communications, which is as much a concept as a technology.

Dan Miller, the senior analyst and founder of Opus Research and Bob Hockman, the director of product marketing for Empirix discussed recent research with site editor Carl Weinschenk about this question and other changes in the contact center.

Bob Hockman and Dan Miller on UC and Contact Centers: [swf file="http://vid.itbe.com/ctoedge/contactcenter1118.mp3"]