Unified communication holds great potentials for contact centers, particularly in improving agents' access to experts. According to Current Analysis, a research firm based in Washington, D.C., contact center agents currently maintain a dizzying array of creative methods, both official and unofficial, to access expert information. Unified communication could change all that.

A hospital in Victoria, Australia is leveraging unified communication to enable its healthcare providers to go the extra mile for patients. How they did it is the subject of this article in the Asian Hospital & Healthcare Management magazine.