Ferris Blog: Presence-Enabling Enterprise Applications

A post David Sengupta of Ferris Research highlights the importance of RTC solutions beyond the RTC solution itself, Presence; the ability to integrate this solution in Enterprise Applications; this is where the real value lies; presence enabling your primary business processes …

… Presence-Enabling Enterprise Applications.
Microsoft Office Communications Server (OCS) 2007 has recently been released to manufacturing, so we can expect to hear a lot of noise out of Redmond around presence and voice. …

…. Consider a typical CRM solution, for example. You’re looking at a customer record, and see a list of all email communications that others on your sales team have had with a given customer. Prior to calling the customer, you want to consult with someone from your sales team about a particular customer issue that needed resolution. Has it been fixed?

The typical approach would be to look up your colleague’s phone number in the following manner:

  1. Launch Outlook Address Book.
  2. Point to Global Address List.
  3. Double-click his/her name.
  4. Find appropriate number.
  5. Dial on your desktop phone.

If your CRM application were presence-enabled, and if your company had OCS 2007 deployed in-house, then the process could be reduced to:

  1. Right-click your colleague’s name in the CRM record.
  2. Choose “Call this Person” or “Send an Instant Message to this Person.” …

David Sengupta

Source: Presence-Enabling Enterprise Applications
Author: Ferris Research
Date originally published: Fri, 10 Aug 2007 00:26:40 GMT

Peter de Haas
Peter de Haas

Peter is gepassioneerd door de grenzeloze mogelijkheden van technologische vooruitgang. Met meer dan 35 jaar ervaring in de IT heeft hij talloze ontwikkelingen zien opkomen en hun impact op organisaties en mensen meegemaakt. Met een scherp oog voor het identificeren van oplossingen waar anderen alleen problemen zien, is hij een ware expert in digitale transformaties.
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