Trends Report

Say Goodbye To UC; It's Time For Customer-Activated Communication And Collaboration

CACC Will Drive Deeper And More Effective Customer Ecosystem Interactions

June 22nd, 2015
Art Schoeller, null
Art Schoeller
With contributors:
Stephen Powers , Laura Ramos , Danielle Jessee

Summary

Application development and delivery (AD&D) professionals responsible for communications and collaboration applications constantly struggle with driving consistent adoption and business value. While many organizations have deployed tools like Microsoft Lync for instant messaging, Cisco's WebEx for Web collaboration, and Jive for social networking, they struggle with how these tools directly impact a business technology (BT) agenda. Winning, serving, and retaining customers is the rallying cry defining customer-activated communication and collaboration (CACC). Unified communications is mature and the time is ripe for a new wave of innovative technology. This report details how CACC will become the connective tissue that holds together the customer experience ecosystem.

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.