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All this while we thought that call center solutions made sense for only
contact centers and BPO companies. Only they needed a very smart and efficient
solution which ensures that all outgoing or incoming calls are
successful-whether they are being made to sell or give support. Therefore, we
always thought that non-BPO companies are unlikely buyers and users of call
center solutions.
That perception might be changing pretty soon. According to the latest
thinking, each and every organization, whether it takes up outsourcing or not,
needs to have smart and unified communications infrastructure in place.
Essentially just as communication is critical for BPO companies, it is equally
critical for a departmental store, a local newspaper office, a budget hotel, a
mid-size hospital, a co-operative bank, or a college, and so on. Ensuring that
every incoming and outgoing call is equally important with respect to one's own
customers, as well as all internal employees also.
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ibrahim ahmad ibrahima@cybermedia.co.in |
It is with this thinking that the traditional call center solution players
are also getting into unified communications, and are successfully pitching
their solutions to non-BPO enterprises in India. They promise to transform their
customers' communications features so dramatically that it will result in
significant business and goodwill gains.
Obviously, as these vendors are going to target small and medium-sized users
in India, they are also considering special pricing for emerging markets, as
well as modular pricing mechanisms. This could be a possibly big opportunity for
solution providers who will implement most of these solutions.
One word of caution though. Promises in unified communications have raised
lots of hopes and expectations among users-many believe that unified
communications can do wonders. It must however not be forgotten that its success
depends on lots of other things including supporting information availability,
and the management culture of the organization. Acceptance of unified
communications will be higher if the solutions keep these soft issues also in
mind. Page(s) 1
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