Trends Report

Rich Communication Services Can Unlock The Value Of Systems Of Engagement

The Joyn Initiative Will Help Evolve Engagement Strategies

April 9th, 2013
Dan Bieler, Principal Analyst
Dan Bieler Principal Analyst
With contributors:
Pascal Matzke , Enza Iannopollo

Summary

As companies evolve their strategies to embrace systems of engagement, CIOs are likely to benefit from the emergence of a new major social media communications platform, rich communication services (RCS). Setting itself apart from other social media communications and collaboration services, RCS focuses on interoperability and multivendor support, providing the communications infrastructure for systems of engagement. This report outlines the opportunities and challenges for RCS, an industrywide joint initiative marketed under the joyn brand. The RCS platform offers business line managers from marketing, sales, portfolio management, and HR a tool to drive innovation and closer customer engagement. At the same time, RCS empowers employees with more informal communication and collaboration channels that can be integrated into the wider corporate IT environment, including customer service and R&D activities.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.