"The focus is on productivity and revenue," Edholm said.

Speaking at a CIO Magazine breakfast event which was staged in both Sydney and Melbourne last week, Edholm said touchpoints are growing - from Instant Messaging to e-mail, the PC, telephone and the Web - and the enterprise has to support them all.

"I get business cards with 12 different contact numbers and addresses on them, but the goal is to have a single number that reaches the knowledge worker at any given time regardless of device," he said.

"This is achievable with unified communications as users cannot deal with complexity; 72 percent of consumers cannot program a VCR.

"The phone on my desk should be untethered as today's worker is mobile."