Save or Share this Report

For CIOs

Rich Communication Services Can Unlock The Value Of Systems Of Engagement

The Joyn Initiative Will Help Evolve Engagement Strategies

April 9, 2013

Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • The Connected Enterprise Is Based On Systems Of Engagement
  • Business Will Benefit From A New Collaboration Infrastructure
  • CIOs Should Engage Business Peers In RCS Strategies

  • RCS Is Part Of A Wider Emerging Communications Ecosystem
  • Supplemental Material
  • Related Research Documents

Recommended Research