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Category: Opinions | by: admin on 12 September 2012 (0 Comments)

I personally wasn’t well prepared  for the huge announcement by Microsoft about their moving Office applications to cloud services, based on new Windows 8 capabilities to better support mobile applications. However, I wasn’t surprised either, since it reflects the need to exploit the benefits that mobile UC-enablement can bring to traditional business applications. However, Microsoft’s concerted move of their traditional desktop business software tools [...]


      
Category: Opinions | by: admin on 12 September 2012 (0 Comments)

It is getting pretty obvious that health care organizations are not only going to get the most benefit from Mobile UC, but are also knocking down the silos between other organizations when it comes to dealing with a common customer/patient. Since, by definition, all consumers may be customers/patients, the payoff from UC-enablement will be huge. I personally experienced evidence of this just the other [...]


      
Category: Opinions | by: admin on 12 September 2012 (0 Comments)

Many organizations have a front office contact center that deals with customer interactions on a daily basis, and a back office that deals with the outcomes of those interactions. They may involve a product or service experience or a new order, or just a customer seeking more information. Whatever the conversation was about, this creates a disconnect between these two fundamental groups in many [...]


      
Category: Opinions | by: admin on 12 September 2012 (0 Comments)

If you hadn’t noticed, telephony vendors are trying to move quickly into the UC arena, where voice communications are being subsumed by other forms of contact. That applies to both real-time and asynchronous messaging, where the old business telephony functions are starting to move to UC-enabled end user options. The big driver for this trend has been the rapid consumer take-up of multi-modal smartphones [...]


      
Category: Opinions | by: admin on 12 September 2012 (0 Comments)

If you think about communication contacts with people, you must also consider their role as “recipients” of a contact, whether the contact is a real-time connection attempt, an asynchronous message from another person, or from an automated business process application. Until now, business communications has been heavily focused on the contact initiators, because that is where communication activity originates. This is true whether it [...]


      
Category: Opinions | by: admin on 12 September 2012 (0 Comments)

“Call Centers” became “Contact Centers” when they started to let customers use other forms of communications, i.e., IM chat, email, SMS to contact customer-facing staff in a business operation. However, because most consumers still didn’t have ready access to a desktop computer, the telephone was still the most convenient form of immediate contact. Contact center “applications” also included automated self-service applications to minimize the [...]


      
Category: UC3 News | by: admin on 12 September 2012 (0 Comments)

Vendor Community These are the vendors who can help you implement your unified communications strategy. Their products and services are reviewed in this section. Our community of vendors encompasses almost all categories of this industry, such as: internet telephony, VoIP software and VoIP solutions, CEBP, collaboration, presence, unified messaging, SIP, IP phones, voice mail, IP PBX, mobility, and social networking. Powered by WPeMatico [...]


      
Category: UC3 News | by: admin on 12 September 2012 (0 Comments)

See UCStrategies UC Experts Russell Bennett, Michael Finneran, and Marty Parker at Interop 2012 New York. UC Interoperability (Russell Bennett and Marty Parker) Location: Room 1E07Wednesday, October 3, 2012, 10:30 AM-11:30 AM The Unified Communications market is experiencing a familiar dynamic around multi-vendor interoperability: Vendors say they have it, customers say they don’t. So which is closer to the truth—how much interoperability is really out there? [...]