After an introduction for me, Dr. Don Brown, a true communications visionary and veteran began a presentation at ITEXPO West 2009 which asked where the value was in communications. He explained CEBP and unified communications were terms made up by marketers and he didn’t really like the term buddy list either.
In a matter-of-fact manner, he explained where the problems in communications were. One example were the problems associated with processes in a company – they are not automated and they are not easily repeatable and they need to be improved.
He explained his company’s mission is to make these processes more efficient and productive – the same way they apply technology to the contact center using skills-based routing (referring to the way a call is directed to the most appropriate agent based on a skill like knowledge of hotels in Hawaii.) He called the idea an all in one process automation platform and I get the feeling we will be hearing a lot more about this topic in the future.
Dr. Don has keynoted many TMC events and this was certainly his best presentation ever – he was enthused and excited about what his company is doing. So am I