The Role of Unified Search in Unified Communications

Presented by

Vijay Koduri, Product Marketing Manager, Google

About this talk

In many contact centers, agents have to transition among multiple systems to access all the information needed to answer customer queries. This process not only is frustrating for agents, but also increases resolution time dramatically. Having access to the right information at the touch of a button can lead to vast efficiencies in call processing, including increased first call resolution and reduced average handling time. Further, as consumers become accustomed to the simplicity of finding information on the Internet using Google, agents are expecting similar search tools in their call center environments. Learn why Google's enterprise search solutions are becoming increasingly popular in contact centers, and how they can help your business improve critical metrics such as first call resolution and average handling time. This presentation will address key topics such as: .Benefits of search technology in contact centers .Overview of Google's enterprise search solutions .Impact to call resolution and average handling time .ROI of a search implementation in a contact center

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Unified communications simplifies and integrates all forms of communications within the enterprise. By ‘unifying’ phone, e-mail, chat, voice mail, fax and other key processes related to internal and external communication, you can automate all forms of human and device communications into a common user experience. As a result, organizations will optimize business processes, enhance human communications, reduce latency and manage flows while eliminating device and media dependencies.