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.



Taking the Fear Out of Developing a UC Strategy

By Blair Pleasant July 21, 2014

Phil Edholm and I will be hosting a one-day workshop to give attendees the tools they need to analyze UC in their organization, design a solution for their specific users, and choose the right deployment option and vendors. “UC University” will be held in Las Vegas on August 11, 2014.

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Will UC Dealers Exist in a Cloudy World?

By Dave Michels July 21, 2014

The cloud represents the biggest threat to the traditional channel, and at the most risk are VARs that service small and medium businesses.

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The PBX World Divides and Mobile Trumps All

By Michael F. Finneran July 16, 2014

A recent survey by hosted Microsoft Lync unified communications (UC) provider ConnectSolutions caught my attention and provided some interesting insight into the future of PBXs, desk phones and mobile devices.

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Related UC Vendors: Microsoft

WebRTC is a Bit More Interesting Than I Thought

By Joseph Williams July 16, 2014

Last month’s WebRTC Conference in Atlanta shows that there is a lot more intellectual horsepower and investment dollars going into WebRTC than before. The Telco perspective was well-represented and that is promising, but I didn’t see a lot of energy from web developers or start-ups that might be able to explosively leverage WebRTC and that is troubling.

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Related UC Vendors: Microsoft

Q&A with Enghouse Interactive from Microsoft WPC 2014

By Blair Pleasant July 14, 2014

I recently had the chance to speak with Ernie Wallerstein, President, Enghouse Interactive, Americas Channels, regarding some of the trends in the Lync and customer experience management (CEM) space. Enghouse offers Enghouse Interactive Communications Center (EICC), previously known as Zeacom Communications Center, and is one of Microsoft’s qualified partners, providing a fully-native Lync contact center solution.

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Related UC Vendors: Enghouse Interactive, Microsoft

What’s Next For UC? Automated “Personal Assistants!”

By Art Rosenberg July 11, 2014

The label for such personalized automation is the “Personal Assistant.” This fits in well with my perspective of UC as “unified interactions” (UI?), since it is not just about person-to-person contacts, but must also include contact with any automated business process application (CEBP). Enabling Personal Assistants to become involved in any person-to-person interaction, brings up some interesting possibilities for reducing the usually delays normally encountered when people try to manually make real-time contacts.

 

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Making UC&C Collaboration Opportunities Visible

By Marty Parker July 10, 2014

There’s a lot of emphasis in our industry on “collaboration.” SMART Technologies got my attention with a briefing on their Inspired Collaboration Assessment (ICA) tool. SMART has collected self-assessments from over 1,500 companies who have reported on the status of their collaboration investments and the results they are achieving from those investments. This ICA tool is available to any business on-demand; in return for the time spent to take the ICA, the participants get a “self-assessment” within the total population of ICA responses. Thus, immediate feedback on a collaboration effectiveness scale.

 

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Related UC Vendors: SMART Technologies

Microsoft Targets “Dual Users” For Mobile UC

By Art Rosenberg July 10, 2014

Many of you know how long I have been promoting the "dual persona" concept for mobile devices, since users will only want to carry one device for both business and personal applications. Well, guess what, Microsoft's new CEO, Satya Nadella, has refocused the direction of the company as a "cloud-first and mobile-first" company by dropping "devices" from its future role starting in FY15, and has used the term "dual user" as a key concept. This will be particularly important for mobile users with smartphones and tablets.

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Related UC Vendors: Microsoft

Next Generation Cloud UC Solution Provider - Interview with Mike Gleason of Netrix LLC

By Clark Richter July 9, 2014

Interview between Clark Richter of UCStrategies and Mike Gleason, a partner at Netrix LLC in the north suburbs of Chicago.

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Related UC Vendors: Cisco, Microsoft, ShoreTel, Avaya, Mitel

Migrating To Mobile UC Needs Telephony Interoperability

By Art Rosenberg July 3, 2014

Every organization must be prepared to support their different types of end users with all forms of communication contact that will also be contextually integrated with information. This need will be driven by user mobile BYOD, as well as in the interests of increasing business process performance efficiency and reducing both operational and technology costs.

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Related UC Vendors: AVST

Is it Getting Harder to Differentiate?

By Stephen Leaden June 30, 2014

The good news: most, if not all of the UC-based manufacturers today provide full UC Suite feature/functionality. The bad news: it’s getting more and more difficult for the channel (and the manufacturers) to differentiate from another. So how does the channel differentiate in today’s “copycat” economy? If you are channel partner, consider the following...

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Improving Your Hand

By Dave Michels June 27, 2014

I was recently at a conference where the speaker spoke about getting rid of “D players” within an IT group. By D Players, he was referring to the poor performers. Every team has some...

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The Tragedy of WebRTC is UC and IMS

By Tsahi Levent-Levi June 25, 2014

I came to a realization lately: the tragedy of WebRTC is Unified Communications and IMS. It isn't the fact that they make the case for NOT needing WebRTC, it is because the people who are aware of WebRTC today are those who are most hurt by it.

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WebRTC and Webification Driving Feedback in the Contact Center

By Phil Edholm June 25, 2014

I have written a bit about how WebRTC enables a new paradigm in customer interaction, Interaction Experience 2.0. Today I would like to talk about what may be the biggest value of integrating the real-time human interaction tightly to the web site, the use of feedback from the contact center to optimize the web site experience.

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Customer Experience Survey Study – New Learnings from Interactive Intelligence

By Jon Arnold June 24, 2014

Interactive Intelligence recently published the 2014 edition of their Customer Experience Survey. This edition is Wave 2, with the benchmark study being done last year. Being a market researcher by trade, I’m a big proponent of longitudinal studies, and I hope they keep doing this next year and beyond. The study actually addresses two audiences – consumers and professionals (IT and contact center leaders). With a global sample of 1,462 consumers, the findings are solid, and the data is fresh.

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Related UC Vendors: Interactive Intelligence

How to Carve a PBX

By Marty Parker June 24, 2014

The vertically-integrated silo of the PBX is obsolete. A like-for-like replacement of any PBX – TDM or IP – should be challenged before making any investments. What would you buy instead? A recent chat on this topic brought up the Thanksgiving image of carving up a turkey. So, how about a post on "how to carve a PBX?"

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Related UC Vendors: Microsoft, IBM, Cisco

Open Source WebRTC Plugin for Microsoft Internet Explorer Released by Priologic

By Phil Edholm June 11, 2014

Priologic just released a new WebRTC alternative for Internet Explorer (IE), a plugin that enables IE users to have WebRTC functionality. This new IE plugin will be released under a BSD2 license that enables any WebRTC team to use it and enhance it either within their commercial products or as open source.

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Related UC Vendors: Microsoft

Good Technologies- MDM Plus Mobile UC

By Michael F. Finneran June 9, 2014

Good Technologies held its annual Good Exchange conference in New York this week, and I was struck by how much the message echoed what we have been saying in the UC space. While the company is still key in the security space, a lot of the emphasis in now expanding into collaboration and what we would clearly identify as UC.

 

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Related UC Vendors: Microsoft, IBM

Interactive Intelligence Interactions in Indy

By Blair Pleasant June 5, 2014

Interactive Intelligence played host to 2,000 attendees – customers, partners, analysts, and consultants in Indianapolis at its Interactions 2014 conference. The big news was the introduction of PureCloud. I was pleased to see that CEO Don Brown was emphatic that PureCloud is not a replacement for the company’s successful CaaS (Communications as a Service) offering, and that it offers an alternative for those customers that prefer a multitenant offering.

 

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Related UC Vendors: Interactive Intelligence, ShoreTel, Mitel, Avaya, Cisco

The uCaaS Cloud: It’s Definitely Getting Cloudier

By Stephen Leaden June 2, 2014

In the last 18 months we (myself and my team) have seen significant changes in the responses from the channel partners and the manufacturers who are offering a uCaaS cloud solution. This is a key moment in time for the channel and end user alike for uCaaS. The channel must be prepared to offer comprehensive cloud solutions, while the end user has come to accept the cloud as an alternative to a traditional capital premise-based solution.

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