UC Expert Views

UC Expert Views

To help you make informed decisions about Unified Communications technologies, UCStrategies provides articles, viewpoints, and a cornucopia of information from the industry's leading analysts and consultants, chosen for expertise in their selected areas to help you better understand the dynamic UC arena.



Addressing Global Issues in UC as a Service

By Joseph Williams March 21, 2017

What do you really think of unified communications (UC) as a business solution? Not bad as a concept, right, but how well is UC working at global scale? UC products in the era of IP telephony have been around for more

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Related UC Vendors: Tata Communications

Inference Solutions and the Value-Add Opportunity for Carriers to Provide PCI Compliance to Business Customers

By Jon Arnold March 20, 2017

These days, retailers cannot afford to turn business away, and it’s simply bad business to stop taking payments over the phone. While online purchasing keeps gaining ground, the phone remains a vital channel for sales. PCI compliance is both complex to understand and costly to attain, but with cloud-based solutions like Inference Studio, these should no longer be viewed as reasons to sidestep the issues.

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Related UC Vendors: Inference Solutions

Why Cloud Architecture Matters for Multi-location Businesses

By Blair Pleasant March 6, 2017

I recently had the opportunity to speak with Callan Schebella, CEO of Inference Solutions. Inference Solutions started as spinoff from Telstra Research Laboratories in Australia, which is one of the world’s largest carriers. Inference delivers cloud-based IVR and call handling solutions for carriers and service providers. In this interview, Callan and I discuss the challenges facing multi-location businesses, what carriers and service providers who serve these businesses should be thinking about and considering when it comes to cloud-based IVR and call handling solutions, and why it’s important to have the right cloud architecture.

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Related UC Vendors: Inference Solutions

UCC – It’s a Business Thing

By Phil Edholm February 21, 2017

More and more interactions that can benefit from the new generation of collaboration and content sharing tools are not internal to the organization, but external. UC products that address internal communications can also be used for external interactions with customers, partners, suppliers, and others. However, there are significant challenges when extending an internal system to an external world.

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Related UC Vendors: AT&T

Multinationals Need to Think Globally about Skype for Business

By Joseph Williams February 14, 2017

There are three parts to a successful long-term unified communications solution, and almost no one has the depth and breadth to effectively address all three in a large multinational enterprise. First, you must have technical mastery of the UC solution. Second, you need to have the experience deploying the UC solution in today’s intricate and ever-changing corporate organizations. Third, multinational UC solutions will need to work in the complex regulatory and infrastructure regimes that exist across the globe.

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Related UC Vendors: BT, Microsoft

Ready to Bring Cloud-Based UC to Your SMB?

By AT&T February 7, 2017

At first, SMBs were cautious and on the slow side in regards to adopting UC, particularly when compared to larger enterprises. Making the jump to cloud-based UC can be a major shift, so organizations with smaller IT departments or budgets had cause to hesitate. However, UCaaS solutions typically require little in the way of up-front investment, are highly scalable, and are simple to deploy and use. As such, SMBs have found UC cloud services to be ideally suited for their needs.

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Related UC Vendors: AT&T

Future Collaboration - How the Executive Suite has Become the Change Agent for UC Deployments

By Phil Edholm January 17, 2017

We at UCStrategies have long advocated the importance of executive sponsorship for UC deployments. However, it is often a challenge to get the executive team interested in something that is often seen as a tool and is not easily linked to business results. While most executives agree that providing their employees with great tools to collaborate and work better is critical, making that a focus of the organization is often challenging. With the new UC tools, a new capability is emerging that is causing the executive suite to take notice; that is, the ability to have large conferences or broadcasts. Modality and its partner Kollective have been working with organizations both to deploy traditional UC and to enable and exploit this new capability. On February 7th and 9th, the companies will be hosting a webinar, "The Future of Collaboration - Video Communications Platforms & The Skype For Business Revolution."

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Related UC Vendors: Modality Systems, Microsoft

Putting Mobile Collaboration to Work

By Michael F. Finneran December 19, 2016

Unified communications and collaboration (UC&C) platforms have provided the basis for this transformation; however, the focus of UC&C must now move beyond the desktop. The benefit of mobilizing that capability is the ability to enable a new level of efficiency and productivity for mobile workers. The penalty for not capitalizing on these developments will be to put users at a serious disadvantage in this increasingly competitive marketplace.

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Related UC Vendors: AT&T

Is IT Collaborating on Collaboration?

By Jon Arnold December 1, 2016

There is no denying that implementing UC can be complex and can deter efforts to go down this path. However, if the business value is there, these issues can be overcome, especially since UC has multiple deployment models to choose from. Identifying that business value is a different challenge and requires IT to collaborate in ways you may not have anticipated.

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Related UC Vendors: AT&T

Skype for Business Drives Digital Transformation

By Joseph Williams November 27, 2016

Leading the digital transformations enabled by Skype for Business solutions is Microsoft partner Modality Systems. It’s important to understand the end-to-end opportunity for digital transformation that Skype for Business provides to your enterprise, and to master the nuances and complexities of these solutions. Modality also knows that enterprises need to have a deep focus on user acceptance, which means deploying a solution that stakeholders will use because it delivers a great experience that meets standards for performance, manageability, and security.

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Related UC Vendors: Modality Systems, Microsoft

Through the UC Looking Glass into the World of Collaboration

By Roberta J. Fox and Bill Elliott November 22, 2016

The growing demand within businesses for new tools to help improve productivity for both individuals and teams is driving the evolution towards the use of collaboration tools and applications that change the way we work and interact.

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Related UC Vendors: AT&T

It Matters Who You Dance With in UC

By Joseph Williams November 3, 2016

Some of these global UC deployments do go pretty well. As often as I hear about the stalls, I also hear about the successes. What makes the difference? Experience. And that experience is most likely going to come from a partner that has had success at a global scale and is able to reproduce that success.

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Related UC Vendors: AT&T

Metropolis – Providing an Alternative to the Contact Center

By Blair Pleasant October 21, 2016

I recently had the opportunity to speak with Metropolis Technologies, which offers QLive, providing an alternative way for companies to access call center capabilities “without a call center.” These capabilities can be provided to call center agents, as well as to individuals who don't necessarily work in an organization’s call center, such as sales teams, appointment schedulers, and so on. While these individuals are not necessarily call center agents, they need some of the same tools, and their managers need visibility into their performance.

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Related UC Vendors: Metropolis Technologies

Hub One Helps the Mobile Enterprise Take Off

By Blair Pleasant October 19, 2016

Hub One is a telecom operator and integrator of mobile and tracking solutions for 4,500 enterprises of different sectors in France. By leveraging its experience in airport environments and partnering with companies like Mitel, Hub One grew beyond the airport market and expanded to other vertical markets. The company provides a range of services including telephony and unified communications (UC), mobile telephony, Wi-Fi, radio communications, and data networking, as well as traceability and enterprise mobility management with RFID, barcode, and voice recognition technologies.

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Related UC Vendors: Mitel

Clarity Connect Cloud Contact Center Solution – Covering Your Premises and Cloud Options

By Marty Parker September 22, 2016

Buying, expanding or upgrading a contact center today is a major puzzle for almost any mid-sized business or large enterprise. This week, Clarity announced its new Clarity Connect cloud contact solution package aimed directly as solving this important puzzle.

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Related UC Vendors: Clarity Connect, Microsoft

When is the Right Time to Move Collaboration to the Cloud?

By Stephen Leaden September 21, 2016

If your organization requires a robust UC infrastructure capable of significant growth, little capital outlay, and quick ramp up, it is time to take a serious look at the cloud collaboration market.

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Related UC Vendors: AT&T

BCOM – More Important Than Ever

By Marty Parker July 12, 2016

The real value of today’s UC solutions is coming from all the advanced features – mobility, call swipe, simultaneous ring to the mobile device, click-to-communicate via voice or video from an email or IM or directory, drag and drop users into a call or chat to start a meeting, and much more. However, these features need to be organized by types of users (we call these Usage Profiles), automatically provisioned, monitored, and reported. This is where BCOM – Business Communications Operations Management – comes into the picture.

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Related UC Vendors: VOSS

AVNET – Helping UC Vendors Transform the UC Delivery Market

By Phil Edholm June 28, 2016

Avnet’s new model for value delivery in the UC space enables UC vendors to eliminate significant costs in providing a complete UC solution. By partnering with Avnet, UC vendors are able to focus on the core value aspects of their solutions, while leveraging the resources of a $27B Fortune 500 company for the hardware components and overall customer delivery.

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Related UC Vendors: Avnet

Change Happens – The Evolving Role of BCOM

By Blair Pleasant June 7, 2016

The horse has left the barn, and these tools are out there and will continue to be used within enterprises. In this new world, how do CIOs and IT professionals understand and monitor usage? Is there a way for IT to know who is using what, and how they are using it? It’s clear that new management tools will be needed. I expect to see an evolution of what UCStrategies calls BCOM, or Business Communications Operations Management, in order to help organizations deal with this new sophistication and complexity.

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Related UC Vendors: Kurmi Software

The Collaborative Contact Center

By Blair Pleasant June 6, 2016

Most organizations have separate platforms for their business UC and for their contact center, but this doesn’t allow the contact center to take advantage of UC for customer care. One of these challenges is the inability of subject-matter experts (SMEs) help with customer interactions. However, thanks in part to the widespread adoption of Microsoft Skype for Business, this is starting to change. When businesses use an UC-integrated contact center  product, such as Clarity Connect, they can benefit from the new “collaborative contact center” model.

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Related UC Vendors: Clarity Connect, Microsoft

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