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Executive Summary
Browser-based user interfaces took us three steps forward in universal access, but two steps backward in usability. For customer-facing scenarios like eCommerce and internal scenarios like call centers, rich user interfaces can improve sales, reduce operational costs, and give time back to your knowledge workers. But a more effective information display is only the starting point for rich clients. Many user interface scenarios for both rich clients and browser-based applications benefit when they integrate content, workflow, collaboration, and local hardware resources, and when they coordinate across multiple interaction channels. To provide all of these capabilities in a unified way, interaction platforms are the long-term integrated answer. But they are not ready yet, so architects should use today's rich client products and technologies while keeping an eye on the future strategic platform picture.
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