For many years, contact centers have operated as islands, with their own, isolated communications platforms. That has been changing, as companies are integrating the communications and collaboration apps used among all employees with those used by contact center agents. In fact, companies rate their Unified Communications provider 16.8% higher when it’s integrated in with their contact center platform.

 

Team collaboration is a fast-growing application within the Unified Communication suite that 28.9% of companies define as their “hub” for all work and collaboration. Microsoft Teams is the most widely used of these applications. Because so many companies are using Teams for employee communication, they see value in extending it to the contact center agent desktop, as well.

 

To read more about what Nemertes Research has released please click here.