In the past decade, a sea-change has taken place in the way voice and data communications are structured, delivered and used by businesses around the world. As we kick off the second decade of the New Millennium, what’s in store for the brave new world of communications? Here are the top 10 areas we expect to see action in 2010:

#1 The next-generation user experience. The communications industry will provide much more consistency across multimodal interfaces, whether through iPhones, standard telephones or the Web. Businesses, while still respecting privacy standards, will track phone calls, instant messages and emails of their employees in a way that allows prediction of work needs and behaviors.

#2 Analytics and contact center process reengineering. Contact centers will have the ability to track customer interactions across a range of media, both to analyze what has happened and then make real-time decisions about adapting solutions to those trends. They’ll even be able to react to customer and call center interactions in real-time with both dialogue in the self-service applications and instantaneous coaching of call center agents.

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