Business conversations have gotten more complicated. One customer interaction nowadays can start via web chat, progress to a phone call and conclude over email. Internal business teams, meanwhile, communicate and collaborate across messaging apps and conferencing tools in addition to voice and email. All the while, the data generated during these interactions often gets locked within the specific and proprietary platforms – call recordings are stored within phone systems, chat logs within messaging applications and email threads in their respective clients. This fragmented reality makes it difficult to gain a unified view of a customer journey and hinders the ability to integrate data between disparate systems for comprehensive data analysis. The upshots are an incomplete understanding of customer interactions, potential missed opportunities and duplicated efforts. Into this picture enter vCons, or virtualized conservations. An open standard designed by the Internet Engineering Task Force (IETF), a vCon captures the full context of human interactions across channels such as voice calls, video, chats, text or email platforms into a single, structured, portable and secure container. Effectively breaking By Martin Vilaboy It’s time for advisors to get introduced to vCons Changing the Conversation CORE COMMUNICATIONS 22 CHANNELVISION | SUMMER 2025
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