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The Role of Unified Search in Unified Communications

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Vijay Koduri, Product Marketing Manager, Google
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
Feb 5 2009
49 mins
The Role of Unified Search in Unified Communications
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  • Title: The Role of Unified Search in Unified Communications
  • Live at: Feb 5 2009 6:00 pm
  • Presented by: Vijay Koduri, Product Marketing Manager, Google
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