Trends in Business Process Communications

By Phil Edholm
28 Nov 2018

In this Industry Buzz podcast, the BCStrategies Experts discuss trends in Business Process Communications, and in particular, what is changing.

The channels of interaction within a business process are changing as new real time capabilities (WebRTC, RCS, video, etc.) are enabling new business processes to utilize them. This is delivered in mobile applications, and using voice and messaging in new ways. CPaaS messaging is changing the contact center by providing an on-ramp from SMS notifications to customer interactions. New technologies such as video and RCS can be used for rich customer interactions. New triggers such as IoT can drive business processes to initiate real time interactions in new ways.

Moderator Phil Edholm asked the experts how they see interaction changing their clients and engagements, the most critical communications changes and new “channels," how these new solutions are being delivered, and the barriers they're seeing.

Refer to the time codes below for each speaker:

  • Phil Edholm
  • Blair Pleasant (3:27)
  • Steve Leaden (7:53)
  • Marty Parker (13:40)
  • Nicolas Kouchkovsky (22:39)
  • David Smith (27:53)
  • Michael Finneran (32:15)
  • Kevin Kieller (37:39)

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