WHITEPAPER: The ROI of Uniting Unified Communications & Contact Centre

When agents are empowered with better communication and collaboration, it pays off.

According to Aberdeen Research in their recent Agent Productivity & Performance Management study of 354 companies, on average contact center agents spend a startling 15% of their time seeking the information they need to do their jobs. Not only is this costly from a payroll perspective, customers get a negative perception of your company when they have to wait.

This paper, courtesy of 8x8, highlights Aberdeen Research that shows the quantifiable benefits companies experience when they incorporate unified communications (UC) capabilities within their contact center.

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