Unified Customer Services for the New Generation of Digital And Mobile Consumers

摘要

It's taken a while, but we are seeing unified communications finally taking over customer interactions in a big way. This applies not only to large organizations, but also to any size organization in every type of market segment. Three key factors are bringing new impetus to this shift in business communications: 1. Mobile consumer devices Multi-modal mobile devices, like smartphones and tablets, have expanded convenient and fast direct consumer access to online, self services, including various modes of person-to-person contacts, online information access and transactions, and proactive notifications by automated business processes.