Enterprises are heavily exploring their unified communications (UC) options and are making a notable shift toward mobility, or at least according to top industry analyst Infonetics Research, they are.In its “UC Deployment Strategies and Vendor Leadership: North American Enterprise Survey,” Infonetics reveals a very important shift occurring within enterprises that sees them increasingly using mobile devices to access UC applications, which can include IM, video conferencing and chat, among others. Furthermore, the survey shows that smartphones and tablets are considered the “two most widely used devices for UC in 2013,” completely surpassing traditional computers and desk phones.The survey also shows that:
So where should this turn a call center manager or executive’s attention? Unified call center solutions and mobile call center applications. Research shows that the average smartphone owner now spends 127 minutes per day using mobile apps. And if that isn’t enough, Portio Research estimates that by the end of 2017, there will be about 4.4 billion mobile app users.
The customer preference is changing, and as such, the business approach to delivering the best possible customer experience is changing.
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