Apple Business Chat: Tough to Beat on Messaging, Mobility, Brand
Much of my current research focus has been around messaging and chatbots, both of which tie into broader trends around UC&C. Increasingly, this extends into the contact center space, and with that come companies we don't normally focus on. Apple is one of them, and with the recent release of iOS 11 and the iPhone 8, the timing is good to revisit why it's an important company to watch.
The starting point is its June update around Business Chat, the details of which were ably covered here on No Jitter by my UCStrategies colleague and mobility expert, Michael Finneran. In this post, I'm going to filter Michael's coverage through a messaging-centric lens. Aside from providing a different frame of reference around what makes Business Chat relevant to No Jitter readers, I want to keep the dialog going about whether industry outsiders like Apple, Amazon, and Facebook represent threats or opportunities. I'll do my part here by summarizing the implications and drivers from three points of view.
What's In It for Apple?
What's In It for the Contact Center?
What's In It for Consumers?
No other brand can bring all these pieces together at a time when contact centers need them the most, and consumers won't have much difficulty figuring that out. Time will tell if Apple still has it, but with Business Chat, it looks that way to me.