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The UC Taste Test

The right technology solutions can improve contact center vitality by permitting them to meet customers’ and business’ needs more effectively. Unified communications (UC) is one such example, as it seamlessly integrates contacts from multiple channels to agents wherever they are located.

To get a taste of what UC can achieve, firms need to check and see what others have achieved with it. Case in point is MonaVie, which sells an extensive line of nutritional drinks, supplements and snacks via its independent distributor network. The firm has two contact centers– one in South Jordan, Utah, where it is headquartered, and one in Taiwan, to be joined by a third location in South Korea sometime in 2011.

Each week MonaVie’s contact center agents manage approximately 6,200 inbound calls, plus 3,700 e-mails and hundreds of digital chat sessions through Outlook. The contacts come from distributors ordering products, potential distributors requesting information and general inquiries, explains Jake Larsen, MonaVie’s call center manager.

MonaVie has tapped into the growing consumers concerns for their health and well-being. Its business has been expanding so rapidly that by 2006 the call volume subsequently generated surpassed its contact center platform’s ability to promptly handle it, reports Larsen. The firm also had to have a separate team to handle chat and e-mail, which created inefficiencies; it needed to integrate the channels. It also required a tool that would work with contact centers located in other countries and with home-based agents.

Turning to UC

MonaVie then turned to IP-based UC to effectively handle and integrate the channels and agents. And after investigating other suppliers, it turned to ( www.shoretel.com ), choosing the ShoreTel Enterprise Contact Center.

ShoreTel’s products were less costly to install and maintain that those from competitors, explains Larsen. It has easy backwards compatibility for analog trunks, for working with analog lines, and the modems and faxes that run on them. ShoreTel’s open standards and APIs allowed for straightforward integration so that previously stand-alone functions can be centrally orchestrated through one highly available platform.

“Since our telephones and communications tools were not fully integrated, this slowed the time for agents to complete calls and for other departments as well,” reports Larsen. “To remain successful at fulfilling orders and expanding the business, we needed to deploy a UC solution that could rapidly scale to meet these demands.

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It’s very unfortunate that instead of growing a pair of balls to build a business yourselves, you sit on your computer and blog all day about nothing- simply whining because your life sucks and you are too big of sissies to change that. If you want to be at least somewhat knowledgeable, research Kiyosaki’s work, and you will very clearly see that he endorses networing businesses. He is not the “pharroh” of any, but sees it as a perfect way for anyone with ambition to have an honest shot in life.

No matter what there are always people out there to criticize. It doesn’t matter if it is religion, food products or persons. Why do some people only see the negative? Anyone can say something negative but where is your scientific proof or studies to base your opinion? “Better to be thought a fool than to open your mouth and take away all doubt.”

Guess what? 90% of ALL business fail. MLM or not. So stop blaming MLMs for your lack of success. At least with MonaVie (and other good companies like them) they have proven themselves. For all the naysayers — if you actually DID the work you would be in the 10%. Get in for the product FIRST. The money will follow. And if you do that, no matter what happens with money, you will still enjoy the product. So do the work, people. Or stay 90%.

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