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.

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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Jacada Helps IVRs Become Mobile UC Apps

By Art Rosenberg August 4, 2014

The big improvement in customer self-service applications will come from migrating from the limitations of legacy telephony-based Interactive Voice Response (IVR) systems to using screen-based outputs, combined with touch (or speech) inputs for online applications, better known as “Visual IVR.”

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UCC: We Are At The Strategic Inflection Point

By Stephen Leaden July 31, 2014

Knowing that we are at the UCC Strategic Inflection Point, doing nothing is not an option, even just for simply staying alive. As the CIO or IT Director, your user community is ready for UCC, and already using individual UCC functions as consumers (such as IM/chat a.k.a. texting, presence a.k.a. friends lists, and video conferencing a.k.a. Facetime et al). This is that moment in time to begin adopt UCC into your IT arsenal.

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By Kevin Kieller July 30, 2014

The world of UC certainly includes an abundance of acronyms and ROI is an acronym that is complicated to accurately determine. When it comes to calculating the ROI associated with SBCs and SIP you must think beyond a “like for like” transition from PRIs in order to determine the correct result.

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Related UC Vendors: Microsoft, AudioCodes

Headlines You May Have Missed...

By Bill MacKay July 30, 2014

Some headlines in recent weeks caught my attention. The information provides guidance on where emergency services are heading and hold the promise of what will be. Much of this information has been widely reported on, but it is not mainstream news.

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Does a Tech Bubble Threaten UC?

By J.R. Simmons July 29, 2014

Many industry observers are sounding the alarms about the current tech bubble and warning that we are headed straight for another massive correction like we saw at the turn of the century. Especially those writing about financial trends and stocks see good press in drawing parallels and forecasting impending doom. So, does this threaten the Unified Communications part of the business?

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Wearables Take a Turn to Industry

By Michael F. Finneran July 25, 2014

The TMC.Net’s Wearable Tech Expo took place in New York this week; this is the second year I attended the expo, and I found a very different line-up than last year. With the consumer market stalled in the starting gate, the emphasis shifted to potential enterprise sales.

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