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This is a great question, as I believe workers don't necessarily want more applications, but would rather have more features in the applications they already use. Unified communications (UC) vendors should deliver UC as a set of capabilities that can be built into the applications workers use.
Historically, this was very difficult, as it required a high level of telephony knowledge and computer-telephony integration. The requirement to be well versed in both telecom and application development significantly limited the number of people who could actually develop these kinds of applications.
The environment is much better today, however. Platforms like Cisco's DevNet, Avaya's Engagement Development Platform and Microsoft Lync were designed with developers in mind. These products use application development environments that are familiar to software developers. Many of the UC features such as click-to-call and click-to-video are delivered via a snap-in module for rapid integration into applications.
The newer modular platforms with modern programming environments opens the door for almost any business to build their own communications integrated applications. The key is to have a person involved who understands workflows so the applications can be built in a way that limits the amount of process change required.
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