Home   About   Services   Client Testimonials   Contact   Blog  
Monday, October 06, 2008

It's always good to put a name to something.

After my earlier post which asked the question "Is stand alone telemarketing dead?" I was reading an article in CCF (yes, even I read the call-centre press) and came across the term "Unified Communications" in an article about future technology trends for call centres.

The article refers to Unified Communications (UC) as the "next big step" which offers real integration between telephony, the web, email, instant messaging and social networking sites.

The example they give is where agents "have a view of which experts are available to help them if they encounter a problem when on a call. The expert could be asked to join a chat session and shared documents could be used"

Obviously, much of this is referring to large inbound contact centres but how about UC for outbound?

From my perspective, as a small telemarketing agency already combining phone, web, email and IM (such as Skype) on a regular basis between client teams and our new business people, this is already available. OK, it requires a certain amount of intelligence on the part of the "agent" but that's not a problem for us.

Another area where unified communications is an interesting concept, particularly with respect to telemarketing & lead generation, is the integration of web forms, email marketing and pay-per-click lead generation with an outsourced telemarketing or telesales resource.

To me, this is when we start to see increased returns by joining up disparate marketing technologies into a closed-loop process. The actual communication channel used shouldn't really be of any concern; neither should we be be forcing prospects into any particular channel for ongoing communication.

As I say, unified communications are available now, but just not on one platform that you can scale and manage across 1000's of agents

So, I guess it'll still be a few years before the big boys catch up.

Labels: , ,

Posted by: David Regler @ 4:42 pm |   | Links to this post  

Bookmark and Share

  1. Feedback At 7:00 am ~ Blogger Susan said...

    I recently came across your blog and have been reading along. I thought I would leave my first comment. I don't know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often.



Post a Comment

Links to this post:

Create a Link

<< Home

Is stand-alone telemarketing dead?

Social Media Marketing Strategies for Professional...

Winning new business with corporate giants

Google ads show us the future of cold-calling

Event for Digital Entrepreneurs

Is this lead generation 2.0?

Strategic Alliances for Profit Growth

Bubble 2.0? Shoe-string budget and no revenues...

Let's go to work

Outsourcing Sales for Virtual Corporations

November 2005
December 2005
January 2006
February 2006
March 2006
April 2006
May 2006
June 2006
July 2006
August 2006
September 2006
October 2006
November 2006
December 2006
January 2007
February 2007
March 2007
April 2007
June 2007
July 2007
August 2007
September 2007
November 2007
December 2007
January 2008
February 2008
March 2008
April 2008
May 2008
June 2008
July 2008
September 2008
October 2008
November 2008
December 2008
January 2009
February 2009
March 2009
April 2009
May 2009
June 2009
July 2009
September 2009
October 2009
November 2009
December 2009
January 2010
March 2010
September 2010
October 2010
November 2010
December 2010
January 2011
February 2011
March 2011
May 2011
July 2011
September 2011
October 2011
November 2011
December 2011
January 2012
February 2012

Powered by Blogger

All content © Maine Associates Ltd 2010 All rights reserved. Read our privacy policy