IS3120 Full Review
Chapter 1
How unified communication connect people and business
Aligning business processes and mapping each one to software applications and IT solutions is called Business process management (BPM)
Unified Communication (UC) refers to combining multiple technologies to provide the most effective real-time and non-real time communication with the correct individual
Real-time communication and non-real-time communications
Real time communications methods
Telephony
Presence/availability
Instant messaging
Video conferencing collaboration Customer service challenges
Increase organizational revenue (and the bottom line) –increase the customer base and retain new and existing customers to increase overall revenue
Measure customer service effectiveness - develop a strategy to monitor, measure and store trending data related to customer satisfaction, retention and repeat business
Increase customer service offering through using multiple types of communication - customer and partners may want to use different types of communication at different times and for different reasons. Multiple types of communication can include priority methods for high volume customers and customer drive choices based on desired response line
Increase customer service system effectiveness – incorporate automation when appropriate to help route customer service called to the best destination. The goal is for customer to find a resolution without navigating through several support options or making several calls.
Store and Forward Messages
The message sender could send a message to a recipient any time. The message delivery didn’t depend on the recipient being available to receive the message. The recipient could retrieve the message anytime.( IE I send you and email anytime and you open and read it at your convenience.)
Table 1-1 Real Time Communication
Type
Advantages
Disadvantages
Face to face meeting
Full spectrum of communication including voice inflection,
How unified communication connect people and business
Aligning business processes and mapping each one to software applications and IT solutions is called Business process management (BPM)
Unified Communication (UC) refers to combining multiple technologies to provide the most effective real-time and non-real time communication with the correct individual
Real-time communication and non-real-time communications
Real time communications methods
Telephony
Presence/availability
Instant messaging
Video conferencing collaboration Customer service challenges
Increase organizational revenue (and the bottom line) –increase the customer base and retain new and existing customers to increase overall revenue
Measure customer service effectiveness - develop a strategy to monitor, measure and store trending data related to customer satisfaction, retention and repeat business
Increase customer service offering through using multiple types of communication - customer and partners may want to use different types of communication at different times and for different reasons. Multiple types of communication can include priority methods for high volume customers and customer drive choices based on desired response line
Increase customer service system effectiveness – incorporate automation when appropriate to help route customer service called to the best destination. The goal is for customer to find a resolution without navigating through several support options or making several calls.
Store and Forward Messages
The message sender could send a message to a recipient any time. The message delivery didn’t depend on the recipient being available to receive the message. The recipient could retrieve the message anytime.( IE I send you and email anytime and you open and read it at your convenience.)
Table 1-1 Real Time Communication
Type
Advantages
Disadvantages
Face to face meeting
Full spectrum of communication including voice inflection,