Real Time Communications Featured Article

Real Time Communications Gets into the Mix

January 15, 2015

Communications is undergoing an extreme makeover that involves communications moving from a stand-alone capability to something that’s integrated into the kinds of tools and processes many of already enjoy. And that’s creating new workforce efficiencies and the ability to more easily and effectively interface with customers.




“The big change that is coming is that communications is no longer a standalone capability,” notes Don Van Doren, a consultant at and co-founder of UniComm Consulting and Vanguard Communications Corp. “The PBX of legacy real time communications is getting carved up, with portions of the traffic going to mobile devices, peer-to-peer communications (including voice, IM, SMS…), and increasingly embedded in the business applications that people use every day. The big advantage to the workforce is that these embedded tools are more convenient, linked directly with their software applications, and are part of their workflows. ”

Micah Singer, CEO of managed service provider VoIP Logic, sees two major trends in real-time communications that are helping streamline enterprise communications.: reach-ability and quantification of communications.

“With presence management and ubiquitous broadband it is easier than ever to find people when you are looking for them via a method that works for their micro-situation,” Singer says, adding that might include having the information to know if they are in a meeting a phone call isn't useful but an SMS or an IM can work.

In terms of quantification of communication, Singer is referring to the fact that RTC makes it easier to capture and document such events as instant messages and phone calls, as well as recordings and text related to them.

“This makes it easier for enterprise management to document and evaluate performance which, ultimately, leads to more efficiency,” Singer adds.

Voice is the most accessible RTC mode, notes Jon Arnold, principal of

J Arnold & Associates, adding that VoIP can easily be embedded into business applications.

“A common example is click-to-call where employees can launch a voice session on the fly without changing screens or opening new applications,” says Arnold. “Basically, the idea is to escalate an interaction from non-real time or near-real time to real time as way to make the communications process faster and help speed up workflows.”

Arnold adds that enterprises will embrace anything that makes communications with customers easier and/or faster.

“RTC means that when customers are finally connected to an agent, they have a direct connection to someone who can help them,” Arnold continues. “Voice interaction may be the most costly mode to support in the contact center, but it gets the best results in the least amount of time, and that's what keeps the customer happy.”




Edited by Stefania Viscusi

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