I got to a little over thirty pages of this book and put it down. Cisco this, Microsoft that, Outlook the other. I was sick to the back teeth of product push.
Not only that, I disagreed with a good section of what the book had said up to that point. It assumes a culture that isn't right for all business. It also ignores that fact that PBX has been able to deliver many of these benefits for some time.
*) If contact centre want to put someone through to someone who is qualified and able to take a call on a subject, you use a group hunt, for example.
*) Dial-in conference calling was available before the days of instant messenger.
*) E-mails are also push deliverable to all manner of platform agnostic devices; the example given was Suzy checking her communicator from her smartphone .. what if Suzy hadn't performed the check?
Sorry, but as far as I am concerned, this book is full of holes and pushing M$ product. Not all business fits the communications model being pushed here. The technology has to fit the business purpose, not the other way around.
You know ... I really feel like being a minx and reading the rest of it just for the heck of seeing if it mentions iPhone or Android :-)