UCStrategies Views

UCStrategies Views

Articles from the UCStrategies.com UC experts, providing insights and analysis on UC products, events, market trends, and the state of the UC industry.



Enjoy the Status Quo While it Lasts

By Dave Michels September 29, 2014

It is interesting to reflect on the amount of change that has occurred. But there are two very important considerations as we ponder about enterprise communications. Today’s deployments must center on mobility and cloud, and the industry is on the cusp of significant innovation. Long term strategies, beyond rapid adaptation, are pointless with the current rate of change and shear degree of new technologies emerging.

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Related UC Vendors: Avaya, NEC, Mitel, Alcatel-Lucent, Unify, Thinking Phone Networks, 8x8, RingCentral, Cisco, Microsoft

Can Cisco Crack the Code for Video? Do They Need To?

By Jon Arnold September 29, 2014

Earlier this month, Cisco had their Collaboration Business Update briefing for analysts, and there were some interesting takeaways I think are worth sharing with our readers; not just for what Cisco has in mind for UC&C, but also where they are focusing for growth.

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Related UC Vendors: Cisco

Who is Making Money on UC?

By Joseph Williams September 29, 2014

This month I had lunch with Bill Haskins, UC senior analyst and partner with Wainhouse Research. We spoke about a great many things, but one particularly interesting topic revolved around the question of who was making money from UC. As you might expect, there is not a lot of evidence attached to the actual monetization of UC.

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Related UC Vendors: HP, Microsoft, Cisco, Polycom, SMART Technologies, Aastra, Dell Software

Time To Separate Mobile “Unified Notifications” In UC?

By Art Rosenberg September 25, 2014

I think we need to add “Unified Notifications” as a separate service (UNaaS?) to the definition of UC capabilities for recipients, where all forms of contact can first be screened and the recipient will control whether and how to be notified immediately or when they have the time to follow up.

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Getting Social in San Francisco

By Phil Edholm September 22, 2014

Last week I was in the city for meetings and stumbled across a conference, the Corporate Social Media Summit. It was an event focused on social media in enterprise (obviously), and I decided to crash the party. Will these new products/platforms, based on the cloud and the latest software development methodologies, be able to rapidly accelerate in value versus the traditional contact center platforms with their telephony roots?

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Cloud for UC: Blessing and Curse

By Marty Parker September 16, 2014

Cloud is the hot topic, for sure. Only a small percentage of the enterprises are using UCaaS in the cloud from a UCaaS service provider, but everybody is talking about it. While there is much buzz and many providers, the Gartner report has important cautions for every one of the included companies.

 

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Apple Is Back in the Driver’s Seat

By Michael F. Finneran September 10, 2014

The announcement of two new models of the iPhone and the long awaited Apple Watch along with a bevy of new capabilities has put Apple back in the position of leading the mobile market to the next phase. With Apple the game isn’t about matching technical specs, it’s about creating a superlative user experience. Viewed in that light, this announcement is a home run.

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Confessions of a “Backchannel IMer”

By Kevin Kieller September 2, 2014

New tools and technologies open up new opportunities to improve communication and collaboration. But how do we know if these tools are being used for good, evil or simply entertainment?

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How To Be Really “Cool” With UC

By Stephen Leaden September 2, 2014

If UC can be “cool” for your organization, you will get a lot more traction and success from a UC design and implementation. And here is a big hint: components of UC are already being used in the consumer market. Consumers are already used to some level of UC, and we can start there for creating a UC environment that is really “cool.”

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UC and “Interactive Virtual Queuing” For Mobile Customer Care

By Art Rosenberg September 2, 2014

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions (“mobile apps”).

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HP and Avaya – Moving Forward With Small Steps

By Phil Edholm August 28, 2014

This is an interesting step forward in a partnership that makes perfect sense for both HP and Avaya. For HP, strengthening their Avaya relationship is a potential bulwark against Cisco and a counter position to Microsoft. For Avaya, it leverages a strong partner for cloud/hosted service delivery.

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Related UC Vendors: HP, Avaya

UC And Clouds Brings HP And Avaya Together

By Art Rosenberg August 27, 2014

In a global analyst teleconference today, Avaya’s Brett Shockley and HP’s David Dowse described how they would be dividing up their technology responsibilities in providing cloud-based unified communication services to all types of mobile and desktop end users that interact with business organizations.

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Related UC Vendors: Avaya, HP

Five Things We Can Learn From Millennials About Collaboration

By Jon Arnold August 27, 2014

While Millennials are quickly becoming the primary consumers of UC&C applications, the creators of these platforms are from another generation. Pre-Internet thinking is still prevalent, and a generational gap remains that needs to be closed. In that context, I’m going to briefly outline five things the UC space can learn from Millennials when it comes to collaboration.

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Related UC Vendors: Interactive Intelligence

Revisiting Social Customer Care

By Blair Pleasant August 26, 2014

The good news is that an increasing number of companies are starting to provide customer care using social media channels, but the bad news is that for many of them, it’s still separate from their contact center operations.

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Clash of the Titans – Control of the Desktop is the Real UC Challenge

By Roberta J. Fox August 26, 2014

From recent projects, we have come to the realization that the real technology challenge in developing UC strategies and future solutions revolves around what operating system and desktop applications will be running on the various desktop and mobile devices that you are trying to communications enable.  

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What’s Wrong With This Picture of UC?

By Art Rosenberg August 22, 2014

In a recent report published by Wainhouse Research, there was a nice attempt to help organizations plan a UC implementation, based on the needs of different types of end users. What is most important, however, is that with direct mobile access to online information and transactions, we can't keep thinking that UC applies only to person-to-person contacts.

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Should Companies Have a “Chief Process Officer?”

By Melissa Swartz August 20, 2014

In many companies, no one is really thinking about process improvement. We can all point to examples of poor processes that frustrate customers, are needlessly repetitive, or are outright inefficient. Why do things still work that way? Companies that are able to see how technology can be used to differentiate them from their competitors will enjoy an advantage that goes far beyond the benefits derived from features such as instant messaging or collaboration tools.

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WebRTC: Buyers Beware

By Tsahi Levent-Levi August 13, 2014

If there's anything that should make you sleepless at night when deciding on your WebRTC communications architecture it is the vendors you selected to rely on. If you look at the acquisitions in the WebRTC ecosystem, you will notice some interesting ones.

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Gartner UC Magic Quadrant 2014 – A Clear Picture of the Changing Landscape

By Marty Parker August 6, 2014

The Gartner Magic Quadrant for Unified Communications 2014 is here, highlighting several important trends and changes in the UC landscape. Let’s look first at the quadrants, then focus on what this means and on how the market is changing, from Gartner’s perspective.

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Related UC Vendors: Microsoft, Cisco, Mitel, Avaya, Unify, IBM, NEC, Alcatel-Lucent, ShoreTel, Interactive Intelligence

Video for Smaller Rooms – Tely Labs HD Pro

By Phil Edholm August 6, 2014

I recently tested the Tely Labs HD Pro small room video system. It is a great answer for that small conference room where the cost and complexity of a typical $5-10K room system is not reasonable.

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