Higher Education has very little need for traditional contact centers - where rows of agents wearing headsets process large volumes of calls. Even so, there are opportunities at every college or university where contact center technology can be used to improve the student experience, streamline administrative processes, increase sales for bookstores and ticket offices and support fund raising campaigns. To accomplish these goals, contact centers in higher education have a unique profile that influences both practices and communications architecture.
While mobility applications are rapidly being deployed around the world, Unified Communications (UC) is still in its early-adoption stage. Most analysts and vendors define UC as the integration of numerous applications including presence, collaboration, conferencing, unified messaging, contact center and mobility. However, UC should be thought of in business terms as a technological advance that answers business needs. Unlike UC, mobility is not strictly an application, and it is far more than just a subset of UC. Rather, it is a catalyst that leverages the value of all UC applications. Thus, when making a business case for UC, applications that involve mobility- such as softphones, smartphones, fixed-wireless dual-mobility devices and mobility clients-usually contribute the most significant ROI.
This white paper defines both UC and user mobility in its various forms; it then goes on to discuss the robust growth of mobility today and the pervasive complexity that confronts employees working in a mobile mode. It then describes the relationship that has grown up between mobility and UC, with evidence showing that the mobility adoption rate is currently driving the rate of UC adoption. After giving examples of how mobile-UC unleashes productivity in four industries, the paper concludes by suggesting that�instead of mobility being treated as a subset of UC�UC could be the next stage of mobility where business communication is simplified and productivity maximized for workers while away from their desks.