Communications Orchestration for Business Success and Agility

Authors: Irwin Lazar, President and Principal Analyst

Today, companies seek to improve employee and customer engagement while enforcing security and compliance policies across an ever-increasing array of applications. At the same time, they are increasing their use of artificial intelligence (AI) to elevate customer experiences, and to gather business intelligence from internal and external conversations. While doing so, they must apply appropriate security, governance, and compliance policies. An intelligent communications orchestration layer provides a way to do this while increasing deployment speed and reducing operating costs. It enables a common application fabric for enforcing policies and gathering operational information for analysis.

Table of Contents

• Overview
• The State of Enterprise Communications Today
  • UC and CC Converging
  • Voice Remains Critical
  • Rapid Rise of Additional Channels
  • Security, Compliance, Management Present a Barrier to Change
• AI Driving the Need for Business Intelligence and Automation
• Accelerating Business Value Through Intelligent Orchestration
  • Orchestration Key Capabilities
• How Intelligent Communications Orchestration Delivers Value
• Getting from Here to There
• Conclusions and Recommendations