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Recent Aberdeen Research makes it clear that few contact centers empower their agents to collaborate with each other, their management, and subject matter experts throughout the business. Yet the same research demonstrates that organizations that integrate unified communications with contact center systems for the purpose of collaboration perform better than others.

Below is an Aberdeen Research infographic that quantifies the benefits of enabling collaboration, lists the top hurdles some companies face in getting there, and the best practices that increase performance with integrated unified communications and contact center systems.

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About the Author

Rich is a member of the Customer Journey Platform marketing team. He has built a 25-year career in Silicon Valley bringing new B2B cloud and on-premise software technologies to market including contact center systems, Big Data analytics, Business Intelligence, interactive development environments and web application servers. He has held sales, product management, product marketing, solutions marketing, partner marketing, GM, VP and CMO positions.