35% respondents to CIO Insight survey identified improving business processes as a business priority in 2008, making this area top of mind only behind delivering better customer service. A similar number identified collaboration and workflow technologies as the #2 technology (behind BI) that will make the most significant contribution to their business strategy.
This bodes well for expanded unified communications solutions that include communications enablement of business processes to reduce the impact of human delay. I call this reduction in time to X, where X is whatever is important to your business (decision, service, problem resolution, revenue, lower costs).
Realizing these CIO priorities requires unified communications capabilities to be delivered as software services across a SOA-enabled agile communications environment. Agility can only be achieved through multi-vendor systems that cross enterprise and service provider domains, reaching your people and customers wherever they may be.
Maybe you want to listen on your next commute to an interview I did discussing the relationship between unified communications and SOA.