Making Mobile Messaging Work for Your Enterprise


Michael Finneran (President, dBrn Associates)


Chris Connolly (Vice President, Solution Strategy, Genesys)

Richard Townhill (VP of Product Management, Video, RingCentral)

Devang Sachdev (Director of Solutions, Twilio)

Location: Sun D

Date: Wednesday, March 14

Time: 4:00pm - 4:45pm

Pass type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Unified Communications & Collaboration

Hot Topic: Mobility

Vault Recording: TBD

Mobile messaging is a diffuse, hard-to-manage—and increasingly important—communications channel for the enterprise. How can you get a handle on it?

Text has grown to become the most important communications medium in the enterprise, and it is now impacting enterprises in two different ways. First, its adoption in the consumer space has quickly led to texting’s acceptance for communications at work. However, enterprise systems have not integrated well with the texting options that end users prefer; UC-based texting solutions are limited to interoperating with the antiquated SMS service, but not with Apple Messages, WhatsApp or any of the other leading-edge systems.

Regarding the other key trend: Text is becoming a key element in companies’ omnichannel contact center strategies. Simple text messaging or even persistent chat are seen as a way to deliver a superlative customer experience and build better customer relationships. Facebook and WhatsApp are opening their platforms to this type of service, and Apple has opened its Messages app through a capability called Business Chat. Apple is now partnering with traditional contact center providers like Genesys to provide the voice element.

So how do you make the proliferation of messaging platforms work for you instead of against you? Can you connect messaging apps to your internal communications systems effectively and securely, so that you can offer them up as a channel for internal communications? Can contact center providers partner with chat providers to deliver the omnichannel promise, or are they effectively opening the door to a new set of competitors?

In this session, a panel of experts will discuss the pros and cons of the various texting solutions; the options for managing these systems’ use for your enterprise; and best practices for security and compliance. You’ll gain an understanding of how to approach an issue that’s likely to grow in importance—and complexity—for your enterprise.


* Apple’s Business Chat is clearly geared toward B2C applications in a contact center environment, but it’s not the only mobile messaging app that your customers are likely to want. Can you enable all of them? What are the obstacles to doing so?

* What features do mobile messaging applications need to make them more enterprise-ready?

* What are the prospects for the mobile operators’ Rich Communications Service (RCS), which aims to enhance capabilities within SMS to achieve feature parity with Apple Messages and WhatsApp?

* Can you exercise any effective governance over your employees’ use of mobile messaging for internal purposes? Are the communications vendors’ team collaboration apps a realistic substitute?