The Presence-Enhanced Multimedia Contact Center

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The Presence-Enhanced Multimedia Contact Center

Source: Siemens

Date: January 2008

Type: White Paper

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Overview: This white paper from Siemens illustrates the business value of deploying presence and collaboration tools in the contact center to improve productivity, reduce costs and raise both employee and customer satisfaction. Specifically, presence management - combined with the ability for contact handling agents to collaborate with others in the organization - yields higher first contact resolution, more efficient internal operations and encourages stronger customer relationships.

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