enterprises to achieve a unified communications environment. The first IP communication generation is focused on using existing network infrastructure for converged applications in order to cut costs. The second IP com- munication generation will primarily focus on reengineering and differentiating business processes. By integrating real-time communications into IT, enterprises will enable their business processes, creating the possibility of real-time business. New productivity gains are expected from two key applications: Process-supporting communications-Process-supporting communica- tions involves all semi-automated activities in which human operators have to intervene at certain points and communicate with users. They are largely based on integrated IT and telecom processes. Ad hoc communications-In these activities, several persons interchange information spontaneously with one another. This is based on suitable infrastructure and technology. An international telecom carrier recently implemented real-time communica- tions to manage invoice complaints. It reduced the time for processing complaints by 30% and achieved cost reductions of 25% as a result of improved transparency in processes and access to personnel resources. The proportion of transactions set- tled satisfactorily on the first attempt rose to 80%, and overall service quality improved by 5%. Productivity gains of these magnitudes translate into substantial top-line revenue enhancements by accelerating sales cycles; they translate into bottom-line cost reductions through new efficiencies. At the same time, gains in responsiveness can help raise brand awareness and loyalty and reduce customer churn while extending market reach. The New Generation of Networks The New Generation of Networks Given the revolutionary changes in telecommunications, it is clear that we are moving toward a new public network. The new public network needs to have end- to-end digitalization. We began implementing digital technology in the early 1960s, and we have done quite