Commentary
11/11/2008
05:33 PM
Irwin Lazar
Irwin Lazar
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Merging UC and Social Computing



One of the key ways that UC can benefit an organization is by reducing human latency. The idea is that if you can shorten the time it takes people to find the subject matter experts that they need to solve a particular problem, you can achieve demonstrable benefits such as increased sales, increased customer retention, or greater efficiency of contact center operations.Most vendors here at VoiceCon San Francisco are spending a lot of time talking up UC as a way to reduce human latency, but few are saying "how" you classify and identify subject matter experts. Typically you hear discussions around grouping people by role, but what is missing is the merging of social computing and UC so that your employees (and perhaps even customers & partners) can self-identify experts based on concepts such as tagging or rating user profiles. It's not hard to see how a company can integrate something like Lotus Connections or Microsoft SharePoint with Teligent Community server to let your users create the knowledge base that allows individuals to find the experts they need for a given problem.

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