Rich Communication Services Can Unlock The Value Of Systems Of Engagement

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.