The bottom line payoff for UC-based business communications has been widely promoted as optimizing business process performance through communications efficiency and flexibility or “UC-B.” While there are also direct benefits to individual end users (UC-U) in terms of personal productivity, the reality is that the more you can automate and the less you need to depend on people to be be part of a business process, the more efficient the process will be. (In the real world, though, we can’t automate everything all the time!) With the rapid adoption of personalized mobile, multimodal, smartphones by both consumers and business users, the opportunity to exploit UC for both inbound and outbound (proactive notifications) real-time interactions between customers, enterprise action-takers, and automated business applications will be increasing significantly. What that means is that both automated self-service applications and access to live assistance can be initiated by either a business process or by a customer, and the real-time medium of communication can selectively be combinations of voice conversations, “Push-to-talk” voice message exchange, online interactions, or text messaging (IM, SMS).
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CEBP + Customer UC + Smartphones = UC-B and UC-U