Multi-modal Messaging Will Dominate Mobile Communications
As wired telephony becomes subsumed by IP-based, mobile unified communications (UC), we are seeing a big increase in messaging communications. That includes …
Customer Mobility Isn’t A Single “Channel!”
Mobile interactions with customers is more than a “channel” of communication
Mobile UC Means More Customer “Help Desk” Support
The power of UC-enabled self-service applications is very attractive to consumers who want to do things by themselves as much as possible. …
The Debate About Defining “UC” Goes On!
Contributors to LinkedIn suggest ways to define UC to customers
More UC ROI Coming From Consumer Mobility and “Customer BYOD”
In a recent webinar, the speakers from the National Association of Call Centers described what industry members were doing to improve their …
Mobile UC Turns Spotlight On “Customers”
If you hadn’t noticed, telephony vendors are trying to move quickly into the UC arena, where voice communications are being subsumed by …
“Contextual” Contact Notifications Must Be Unified
If you think about communication contacts with people, you must also consider their role as “recipients” of a contact, whether the contact …
Time To Change “Contact Centers” To “Interaction Centers”
“Call Centers” became “Contact Centers” when they started to let customers use other forms of communications, i.e., IM chat, email, SMS to …
Will UC Channels “Train” Business Users?
Most discussions about UC enabled applications are rightly focused on implementing and integrating communication and business application technologies. Such concerns include exploiting …
Do Smart Phone Users Need “Smart Communications” or “Smart Applications?”
I have constantly been looking for a term that would be understandable to consumers and end users who don’t really understand or …