UC and Multimodal Notifications
Because UC also encompasses human contacts with automated applications, the human user, regardless of how contact was initiated, with one major exception, must dictate the mode of interaction. While great progress has been made in speech recognition as a means of data input and user interface control, it has not made completely full voice conversation practical as a user interface for self-service applications. As recognized in a new book, “Advances In Speech Recognition: Mobile Environment, Call Centers and Clinics,” speech is efficient for user input, but not practical for large amounts of content output which can most efficiently be reviewed on a screen as text or graphics. That is why I see traditional telephone self service applications (IVR) being replaced with what I call “Interactive Multimodal Response” (IMR) applications on all forms of multimodal mobile endpoint devices (smart-phones, iPads, tablets, etc.)
One of the key roles that mobility and UC flexibility can play is in supporting automated business processes that can initiate contacts with individual end users for time-sensitive notifications. However, I see such applications doing more than sending notification information to a user. Instead, the applications will be able to initiate an interactive multimodal exchange with the recipient, but with the choice of input and output media resting with the human recipient.
Communications Enabled Business Processes (CEBP) is going to heavily exploit such “multimodal notifications” because they can proactively initiate a self-service interaction without waiting for the recipient to take the initiative. Until now, telephony-based IVR was seen as the best way to handle self-services from consumers who, until lately, were not expected to have access to a real-time communication device other than a phone. With UC and mobile, multimodal devices, the future and value of business self-services will expand significantly from legacy online desktops and telephone IVR applications