Art Rosenberg is taking a Unified Communications and customer service angle in his latest report.
According to Rosenberg:
I have discussed “Consumer UC” in the past as something that will require traditional telephone call centers to get ready for the “multimodal customer,” and the iPhone release is the tip of the multimodal contact center iceberg.
Rosenberg offers a series of insights and perspectives and discusses the:
“ripple effects upon enterprise customer contact/support requirements that will stem from the consumer adoption of the iPhone and other successful “smartphones.”
In any event check out Art’s latest submission, here in TMC’s Consumer Electronics Center.
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