Monday, February 18, 2013
Mobile Consumers Want UC-Based Customer Services, Not “Collaboration!”
By Art Rosenberg, The Unified-View – UC Strategies Expert
Organizations interested in unified communications (UC) have focused on how their employees communicated, because such communications could be easily controlled. That is, until multi-modal mobile devices provided greater communication flexibility to end users and brought “BYOD” (Bring Your Own Device) considerations into the picture. However, “Consumer BYOD” is also changing how businesses interact with their mobile customers, but in different ways.
While major communication providers have expanded their “UC” role to include “collaboration” (“UC&C”), that label should not apply to customer interactions and services. For more perspectives on this subject, please check out my post on the UC Strategies website.