Podcast: Change Comes to the Contact Center

by Carl Weinschenk

Contact centers are evolving from monolithic structures to multi-technology hubs. It's not an easy transition, however. This week, Optus Research and Empirix released research that describes the changes and investigates whether organizations are prepared. A key finding is that, along with expected platforms from Cisco, Microsoft and others, employees aren't shy about using social networking tools such as Facebook and Google Apps. (Podcast time: 25:09)

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"]

This article was originally published on Thursday Nov 18th 2010