vide contact centers with one integrated queue and management report as well as the ability to respond to and manage customer contacts in the form of e-mail, telephone calls, and chat. Figure 2-10 illustrates a configuration that uses queue management software linked to e-mail servers and contact centers. Using UC and con- tact center software from one vendor allows enterprises to manage and analyze service levels by using one set of reports. Real-time and historical reports monitor and track both calling and response times. If they are integrated with back-office CRM systems, they can track revenue per transaction. It also enables contact center agents to use presence indicators to locate available experts working outside of the contact center. In a telephone interview, Bernard Gut- nick, senior director of Product Marketing for ShoreTel, states: We're seeing more deployments where contact center agents are able to leverage presence indicators for staff outside of the contact center, to address customer concerns in less time. For example, an agent can see if a subject-matter expert on a certain topic is available, send an instant message with a specific question, and respond to the customer's inquiry quickly and accurately. E-mail Response Management Software E-mail response management software is another tool for increasing self-service. It can be used independently or as part of universal queue software. E-mail response manage- ment software installed on an organization's servers routes e-mail messages to agents by topic, subject, and content. If appropriate, the software can automatically respond to the e-mail. Natural language software for written language is capable of interpreting and extracting concepts in e-mail messages. It can link phrases in a meaningful way. E-mail response management systems also create reports based on the number of mes- sages received, by message subject, date, and content. This provides management with information on which web sections need to be improved. E-mail response managem