Planning and pondering UC

Adding mobility to the UC equation has only made life more interesting for enterprise planners.  After all, planners already need to worry about business process improvement, individual end user requirements and technology implementation alternatives.

Art Rosenberg over at UCstrategies.com rolls out a lengthy analysis on how to set priorities in mapping out UC implementation planning. A "top-down" approach is recommended to get the best efficiencies out of applying UC practices and technologies, as UC affects not only internal business processes, but also touches partners and customers involved in a process.

Contact centers - the traditional haunt of CTI and UC practices - get a workout since UC technology is getting the best bang for buck spent by more efficiently handling customer calls and aiding in customer retention (i.e. get to the customer faster, customer is happier).  

At the end of the piece, there's a list of eight questions worth circulating to your UC planning committee/team to stimulate discussion and debate.

For more:
- Art Rosenberg's blog on UC for the Enterprise at ucstrategies.com

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