What Don said in the article was that there are three distinguishing characteristics of successful implementations of IP contact centers. I would amplify that by suggesting that successful VoIP mashups for enterprises would have the same three. I quote directly from his article:
- They are customer facing. That is, the investment facilitates direct communications between a company and its customers or business partners.
- The communication links... become embedded in an established or new workflow or process.
- The effect of implementing the communication link is to reduce cycle times or latency by eliminating or reducing the time waiting to reach someone.