In the past, calling a customer service line was like a trip to the DMV—long wait times and minimal help were to be expected. With newer technology, however, companies can completely reshape the way they offer customer service.

Implementing a Scalable Unified Communications (UC) solution allows businesses across a variety of industries to improve service and increase customer satisfaction by offering multiple pathways for consumers to get information about products and services. For instance, a consumer having difficult putting together a new kitchen table could have a representative walk him through the process, step-by-step without any hassles.

Of course, for those users who wish to continue sending emails for customer service, a UC solution provides that option as well. By merging all communication channels into a single system, a company can eliminate the headaches and expenses incurred by operating multiple systems.

Adopting UC can provide a number of other benefits as well, like increasing managers’ ability to monitor and evaluate agents. But perhaps the most important aspect of UC in today’s market is that these features are increasingly becoming a necessity for customer service, not a bonus. A recent report released by Dimension Data stated that members of Generation Y (people born between 1980 and 2000) view the phone as a third option for contact. As more young people become consumers, self-service and electronic engagement will become even more vital. In other words, as technology changes expectations, businesses must be ready to meet those new demands.

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