The point is to find new and better ways to do things, not just to consolidate the old ways, for sure.

That’s why we say that Unified Communications is “communications integrated to optimize business processes.” I.e. to optimize how things get done.

One of the most brilliant applications is the Global Crossing use an automated search to find the right, available resource (yes, it uses presence the right way) for customer problem resolution. Result, average of 5 phone callls per trouble ticket down to an average of 0.3 calls per ticket. Labor costs per ticket dropped 75% and customer service response times improved by 80%. Now, that’s optimized!

So, agree with your, “Wherever you can exclude manual human activity from a business process, it becomes more reliable. Whenever you can do this, it frees people up to have more important conversations.” Would add that the process gets more efficient, as well as more reliable.

Good work.