Trend: Composed Experiences
That’s a flashy way of saying cloud communications tools will target specific use cases. In other words, rather than forcing a generic platform on, say, sales or events staff, developers will focus on user experience that supports particular activities and workflows.
“A one-size-fits-all generic communications app is not what these users need,” Middleton said. “This is the year we will see use-case-based apps.”
Channel partners can look forward to extending such capabilities to a variety of customer types — retailers, caseworkers and other “poorly served populations that have more needs than the traditional back-office workers but not so many that they need a fancy omni-channel platform,” Middleton said.
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