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.



Who Ya Gonna Call?

By Joseph Williams February 9, 2016

In the mid- to large-enterprise space, the requirements are typically too complex for the niche UC players. Firms with sales offices all over the world will probably be using services out of multiple data centers, often with mixed platforms. They may also have developers and engineers working in multiple countries, with outsourcers or service providers in a number of other countries, and vendor and customer relationships all over the globe. Developing a unified communications solution for these firms makes a lot of sense. But how do they do this with the biggest bang for the least buck in the most reliable and secure way? In other words, who do they call?

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Related UC Vendors: AT&T

Learning to Love the Private Cloud for Higher Ed

By Blair Pleasant February 1, 2016

As one of the 23 California State University (CSU) campuses, CSU Dominguez Hills (CSUDH) is a highly diverse, metropolitan university primarily serving the South Bay area of Los Angeles County, and supporting almost 15,000 students. Unfortunately, its aging phone system was not able to support the college’s rapid growth, leading CSUDH to upgrade its communication system to best support its students, staff, and faculty. After looking at a large number of solutions available on the market... (it was determined) that a Mitel Private Cloud would be the best solution for the university’s communication needs.

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Related UC Vendors: Mitel

T-Mobile Netherlands Turns to Mitel for New FMC Cloud Service

By Blair Pleasant January 28, 2016

To help it stand out from the crowd and offer customers innovative services, T-Mobile Netherlands (TMNL) introduced Cloud & Clear, a fixed-mobile converged (FMC) solution for small and medium businesses. As the preferred supplier of Cloud & Clear, Mitel’s solutions will enable T-Mobile Netherlands to provide fixed and mobile telephony from the cloud to its customers, enabling a smooth migration path to the cloud.

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Related UC Vendors: Mitel

Vision for a Flat (and Hyperconnected) World With Next Generation SIP

By Evan Kirstel January 27, 2016

"The world is flat" is a favorite book of mine from Thomas Friedman, who analyses globalization as a level playing field in terms of commerce, where all competitors have an equal opportunity. The title also alludes to the shift required for companies to remain competitive in a global market where historical and geographical divisions are increasingly irrelevant. In his opinion, this flattening is a byproduct of a convergence of personal computing with the Internet and the rise of workflow software, boosted by today’s hyper connected mobile & social workforce. However, the sad reality of the global telecommunications landscape has been highly balkanized, with regional sets of rules and regulations, suppliers, cost structures and legacy standards. Making the move to a truly flat & hyper connected communications world has proved more challenging than envisioned given different vendor agendas, challenges behind unified standards, and decades-old PSTN infrastructure lasting longer than anticipated.

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Related UC Vendors: Tata Communications

Audio Quality in UC – All Ears Matter

By Phil Edholm January 8, 2016

Speakerphones have always been a luxury compared with handset phones, but they have a few drawbacks associated with them. Although speakerphones eliminate the need to hold a phone or wear a headset, they often have a negative impact on sound

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Related UC Vendors: Revolabs

Learning From the Cloud – Delivering a Premise Solution with Cloud Values

By Phil Edholm December 30, 2015

There has been much discussion about the cloud and the new economics of scale and delivery it introduces to the business communications market. In the cloud delivery world there are two key factors that drive success: cost/margin and customer satisfaction.

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Related UC Vendors: Kurmi Software, Business Communications Operations Management (BCOM)

CDK Global-Voss Solutions Business Communications Operations Management (BCOM) Case Study

By Phil Edholm December 11, 2015

The team at VOSS Solutions introduced me to a case study they have done about the impact of BCOM. This is an excellent case study of how BCOM can be transformational. While many customers are not ready to talk about BCOM, as they see it as a strategic advantage in the operations, cost and adoption of their next generation business communications systems, CDK Global worked with VOSS and described how their VOSS BCOM deployment has impacted their organization.

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Related UC Vendors: VOSS, Business Communications Operations Management (BCOM)

Time to Update the Audio Device in Your Huddle Rooms

By Phil Edholm November 23, 2015

Revolabs recently rolled out a set of new audio devices designed to be the next generation of small conference room and huddle room solutions. The speakerphones have four high quality microphones, a high quality speaker sufficient for 15’ x 20’ conference rooms or even larger, and excellent echo cancellation. Although somewhat larger than the small disc speakerphone, the overall quality of the audio they produce makes them more appealing.

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Related UC Vendors: Revolabs

Tata Communications’ Plan to Beat North American Telcos on Their Own Turf

By Joseph Williams November 13, 2015

After Judge Green broke up the AT&T monopoly, I’ve always wondered what it would take for a non-American telco to break into the US market. Tata Communications has graciously agreed to share its story and its strategy for conquering the US market. With revenues at about $3.2B – about 2.5% of AT&T’s – how is Tata going to compete?

 

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Related UC Vendors: Tata Communications, Microsoft

SalusCare Improves Patient Care With Skype and Mitel Enabled Contact Center Solution

By Blair Pleasant November 3, 2015

For SalusCare, a not-for-profit mental health and substance abuse service provider in Southwest Florida, its contact center, or “Welcome Center” isn’t about selling widgets – it’s about helping people change their lives. SalusCare uses Microsoft Lync (recently renamed Skype for Business) for its unified communications and voice capabilities, and needed a contact center solution that complemented that platform. SalusCare turned to Mitel for their inbound and outbound contact center calls and customer service applications.

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Related UC Vendors: Mitel, Microsoft

Hôtel Château de Bonmont Gets a Hole-In-One With Mitel’s Mobility Solutions

By Blair Pleasant October 27, 2015

On the banks of Lake Geneva, Hôtel Château de Bonmont is a holiday destination for golfers and vacationers from around the world. The company turned to Mitel and its mobility solution, including wireless DECT phones and mobile terminals.

 

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Related UC Vendors: Mitel

Red Funnel Ferries Moves to Multimedia Contact Center to Improve Customer Service

By Blair Pleasant October 21, 2015

Red Funnel Ferries operates 30,000 sailings annually between the UK mainland and the Isle of Wight, 365 days a year, 24/7. Customer service is a key part of their business, requiring a fully featured and reliable phone system and contact center. When the company’s Cisco Call Manager and voice-only contact center solution approached end of life, the company realized that it was not only time for an upgrade or replacement in order to future proof the infrastructure, they also wanted to improve the system’s resilience and enable their ability to interact with customers via multiple channels, including social media.

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Related UC Vendors: Mitel

UC and Workplace Transformation – the Technical Nuances of Audio

By Joseph Williams October 21, 2015

One common problem with hot-desking, hoteling, WeWorking, activity-based workplaces, coffeeshopping, and many of the new collaborative environments is noise. Background and environmental noises can negatively impact the hearing side of a UC communication as well as the speaking side. It doesn’t take long to realize that those iPhone earbuds are not providing a great UC experience and that my “last mile” solution is not working.

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Related UC Vendors: Sennheiser Electronic Corporation

Global Companies Need Global Partners

By Simon Dudley October 9, 2015

The American economy matters, a lot. Not just because a quarter of all the world’s economy occurs here, but because a much greater percentage of the world’s decisions are made here. Those decisions are often implemented elsewhere and that’s where the fun begins.

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Related UC Vendors: Tata Communications

Damaka Announces UCC Platform Source Code Licensing

By Phil Edholm October 7, 2015

Damaka is offering its UCC solution and platform as a source license for Service Providers and UC/telecomm channels that are looking for a differentiated cloud solution that they can optimize in order to effectively compete in the cloud market.

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Related UC Vendors: Damaka

Avoiding UC Failure

By Phil Edholm September 29, 2015

For organizations that have deployed UC solutions and continue to use tradition labor-intensive configuration methods, any (or all) of these indicators demonstrate that there are issues in the deployment. The answer is to implement a Business Communication Operations Management (BCOM) solution to automate the configuration and change process based on the range of lifecycle events of the system.

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Related UC Vendors: Business Communications Operations Management (BCOM), Kurmi Software, VOSS, Unimax

Why Remote Workers are the Smart Choice for Choice Logistics

By Blair Pleasant September 28, 2015

Choice Logistics, a New York City-based global company that stores and delivers critical parts for major technology products, operates on six continents, in 80+ countries, and has over 400+ locations throughout the world. In order to keep operating 24/7/365 and serving customers regardless of location and in the event of natural disasters and power outages, the company has deployed a variety of Mitel solutions, including those that provide communication and collaboration capabilities for desktop and mobile workers, as well as its contact center solution, and has recently virtualized their Mitel unified communications and collaboration (UCC) solutions for the data center and the desktop.

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Related UC Vendors: Mitel

Why Audio Quality Really Matters for Conferencing

By Jon Arnold September 9, 2015

Poor user experiences are typically the norm, and poor audio quality is often the root of the problem. To cite a recent market study, 66% of buyers are “actively looking” for new and better conferencing solutions, and by far, the biggest reason is to get a better user experience. While this can be a highly subjective concept, there’s little doubt that audio quality is the most important factor for an effective conferencing experience.

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Related UC Vendors: Revolabs

10-Step Health Check to Avoid Toll Fraud

By Blair Pleasant August 27, 2015

What keeps IT managers up at night? Security issues – and for good reason. When it comes to business communication systems, there are lots of reasons for concern – denial of service (DoS) attacks, eavesdropping, VoIP phishing (Vishing), and toll fraud.

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Related UC Vendors: Mitel

Getting Schooled on the Cloud - West Aurora School District 129

By Blair Pleasant August 10, 2015

Unified communications and cloud solutions offer benefits to all types of users, and one of the biggest beneficiaries of these solutions is the education segment, including K-12 schools. I recently spoke with Don Ringelestein, Director of Technology for the West Aurora School District 129 in Aurora, IL to discuss their cloud communications solution.

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Related UC Vendors: Mitel

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