UC Use Cases Must Accommodate External End Users Too
Absolutely right on as to different end user "use cases." However, UC&C is not just about internal employees that need to communicate and exchange information, but also external users like business partners, as well as customers. As they all increasingly exploit multimodal mobile smartphones and tablets, they will all need the flexibility of UC-enabled contacts, both as contact iniators and as recipients..
So, as you have often emphasized, the starting point will be the business process, followed by identifying the different types of end users involved with each process and their UC needs. Obviously, an end user may be involved with a variety of business processes and, with BYOD, will need to be accommodated by each business process for their device choice accordingly.
In addition to person-to-person communication flexibility, we also need to include the role of CEBP notifications from automated business process applications, particularly to mobile end users who are now more accessible for such contacts.