The key to successfully exploiting mobile apps for online business self-services is to provide flexible options for the mobile end user to "click-for-live assistance"...
The open nature of Lync presents a challenge to IT organizations who aren't trained to handle end-to-end telecommunications issues. Microsoft solves this challenge...
The recent negative reaction to the FCC's plan to allow air traveler's to use their mobile phones during a flight is a good example why voice interfaces will not be...
I think we need to add "Unified Notifications" as a separate service (UNaaS?) to the definition of UC capabilities for recipients, where all forms of contact can first...
A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online...
In a global analyst teleconference today, Avaya's Brett Shockley and HP's David Dowse described how they would be dividing up their technology responsibilities in...
In a recent report published by Wainhouse Research, there was a nice attempt to help organizations plan a UC implementation, based on the needs of different types of end...
The big improvement in customer self-service applications will come from migrating from the limitations of legacy telephony-based Interactive Voice Response (IVR)...
The label for such personalized automation is the "Personal Assistant." This fits in well with my perspective of UC as "unified interactions" (UI?), since it is not just...
Many of you know how long I have been promoting the "dual persona" concept for mobile devices, since users will only want to carry one device for both business and...
Every organization must be prepared to support their different types of end users with all forms of communication contact that will also be contextually integrated with...
IT consulting organization, Enterprise Computing Solutions (ECS), an HP Elite Partner, needed to upgrade its 18-year-old inefficient and costly telephony and voicemail...
