Next Generation Business Communications Applications:
The New Business Process Platform

By Nick Lippis

The IP telephony industry is quickly transitioning toward a software and service deliver model thanks to Microsoft joining the market with their Unified Communications ecosystem. This means that value offered by the vendor community will increasingly be focused on software applications, integration and services. IP contact centers offer the first view of how communications will be tightly woven into corporate business process. Contact centers are requiring to be linked into back-office database and applications while extending agent expert contacts and customer access. All three demands are being met by software and services delivery model. In this white paper I provide a view of the road ahead and how corporations can prepare their IT organizations for the third phase of IP telephony, the strategic phase.

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