We’ve been talking about integrating UC and contact center functionality for a long time now. Years ago, at Enterprise Connect we used to call it, “The company as contact center,” and the idea was that every knowledge worker could potentially pitch in to help contact center agents deliver better customer service. This integration hasn’t really materialized yet, but the business environment is definitely more conducive than it’s ever been, given the overriding importance that customer service has attained in the enterprise.
