Converge Applications and Communications Channels for Superior Collaboration and Customer Care

Today’s business realities:

The customer visits the company’s Web site, participates in an interactive Webcast, then clicks to place an IP voice call to get more information on the topic. The call arrives along with the customer’s file, so the account representative can greet the customer personally and has the information at hand to make an informed recommendation.

The busy executive has a cell phone, laptop, PDA, desktop PC and multiple email accounts, but he quickly accesses and manages messages from all those systems from within one Microsoft Outlook inbox, from anywhere. 

Working on several virtual teams, the product manager juggles multiple roles and work locations, but she doesn’t miss any important calls, because she has dictated by day and hour exactly how incoming and outgoing communications should be handled.

In a few short decades, the world has been profoundly changed by communication technologies. Your employees, customers and suppliers have been profoundly changed by this transformation as well.

Chances are, many of them had computer chips in their crib toys, used PCs as toddlers, and became immersed in the Web in grade school. To them, texting, Twitter and teleconferences are as natural as face-to-face encounters. MySpace is real space, while “the office” is a virtual place.

The workplace might be an airplane seat one day, a trade show booth the next, and home or a Wi-Fi hot spot the next day. Business flows across desktop phones, mobile devices, PCs, laptops, Webcams and more. It is voice, video, text, images—and inventive convergences of all of these forms. It is interactive, broadcast, pushed, pulled, following and leading—in ways users expect to be able to choose and control.

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