Unified Communication (UC) is Communications integrated to optimize business processes. We are now entering an exciting period where several forces seemingly unrelated at first are beco
Third generation UC
ming pieces in a puzzle that together create a bigger picture and better user experience. If you ever have laid a puzzle trying to fit a number of pieces seemingly not part of the picture, and you suddenly see how it all fits together, it feels almost as the pieces are drawn into their correct places. That is the feeling I get when I view how the market and various technology pieces seemingly assist each other to form the better good.
This third generation UC, is coming about by the forces of UC, cloud and virtualization, mobility and social media. I would like to call this generation for “Social Collaboration.”
Read the whole article on UC Strategies here.
Two identical companies offering the same basic service in close proximity to each other is a daily experience in today’s competitive environment. In many instances, copying what someone else does well has replaced innovation. This has given rise to a new concept of service design that leads organizations to design and deliver service based on collaborative methods to beat seemingly identical competitors. Service design requires hard facts, data that gives decision makers the framework for strategic decisions. Customer interaction analytics, or “Voice of the Customer” (VoC) analytics as it is more commonly being referred to in an age where customer centricity is almost synonymous with viability, is the framework that provides real tangible facts about the customer experience. VoC analytics looks at the entire customer experience, an outside-in approach if you wish.
