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What does Mobility mean to you?

Definition from Wikipedia:”Mobile computing, a generic term describing one’s ability to use technology untethered, but often used to refer to access to information or applications from occasionally-connected, portable, networked computing devices.”Mobility can also be described as providing a consistent user experience to a diverse workgroup that has different device approaches to do their different jobs and tasks. And what really becomes important is understanding what people do, how they do it, where they do it across the entire day, what tools they use to do their job. Read More »

Cisco IP Telephony offers more than tip and ring functionality in today’s spending environment

By Steve Slattery, vice president and general manager of Cisco’s IP Communications Business UnitAbout the same time that Gartner predicted that 40% of knowledge workers would be abandoning their desk phones by the end of 2013, In-Stat published a report entitled”Nearly 31 Million Business IP Phones Will Ship in 2012, While the Consumer IP Phone Market Diverges Towards Media Phones”. This report goes on to mention that businesses will outpace consumers by more than 10 to 1 for voice-centric IP phones. These divergent views bring to light a few important points: Read More »

IP Telephony got Unified and now UC goes Mobile!

Unified Communications is about collaboration and collaborative business processes. It’s about connecting people to information through the use of applications on open and private networks. Unified Communications is really about having the ability to communicate whenever and wherever, utilizing such features as single number reach, presence and messaging. A growing trend of collaboration applications, virtual workspaces and mobile integration all have inherent value to reduce costs, decrease the need for travel and improve employee efficiency. Work is no longer confined to a single place and hand sets are no longer required to communicate. With the downturn of the economy and tighter IT spending, companies are looking for ways to reduce cost and consolidate hardware. Considering whether users need a desk phone and a mobile device, often ranging from three to several hundred dollars per unit, consolidation seems inevitable. A recent article published by Gartner predicts by year end 2013, it is expected that 40 percent of enterprise workers will have abandoned or removed their desk phone. As the article points out, this will not be an easy challenge where there will be some resistance from older generation ‘legacy’ workers preventing change. There will be other challenges to consider, such as battery life, voice quality, enhanced presence and federation, carrier exclusive partnerships, compatibility, 3G availability (e.g. 3G isn’t available in India), device CPU and memory. Read More »

Cisco Adds to Mobile Business Collaboration Offering

Today, Cisco announced that it will be extending Cisco WebEx Meeting Center to leading smartphones. In April 2009, users with smartphones that support 3G or Wi-Fi (such as BlackBerry Bold, BlackBerry Storm, Nokia E71, E75, N97 and Samsung Blackjack II) will be able to join WebEx meetings on their smartphones. To find out more about WebEx on smartphones, check out this site.I invite you to view my video blog to learn more about the announcement. Alex Hadden-Boyd, Director of Marketing, Cisco’s Collaboration Software Group

Bridging Contact Centers and Unified Communications

I have to admit, I’m a bit of an isolationist. More than a decade of working in the contact center industry has made an impact on my thinking. I scoff at those enterprise voice people for their”simple” PBX deployments and their”back-office problems.” It’s customer care that drives the business, right? Let’s talk about service level and skills-based routing, not”moves, adds and changes.” Contact center people are different, and we demand our own specialized phones and our own specialized software! Yes, it may be more expensive to purchase and deploy our ACD systems but our communications are so much more important to the business.The contact center culture of isolation runs so deep that there is an entire product category designed to cross that divide between contact center systems and the rest of the IT world (and in some cases the divide between our different components of the contact center itself!) This specialized software is called CTI middleware, and it’s extremely valuable because without it the ACDs and IVRs that are vital to contact centers won’t communicate with any other systems. Why not? Because ACDs and IVRs were not designed with any other systems in mind.Fortunately for enterprises, and unfortunately for the isolationists, change is coming to the contact center.It started at the beginning of the decade with the introduction of IP telephony. The initial IP telephony value proposition revolved almost entirely around the convergence of voice and data and the transition from site-based telephony to enterprise-wide telephony systems. As the decade draws to a close, there is a new wave of change–“Ĺ“Unified Communications.” An appropriate label I’d say since it’s about even more convergence this time around and everyone’s included, even the contact center. Unified Communications will first bridge, and then merge the contact center and the rest of the enterprise communications applications and infrastructure.Those of us in the contact center like to take credit for the fact that many pillars of Unified Communications are derived from our little island. The Unified Communications evangelists speak of this new capability called”presence” that our contact center systems have had for decades. The new Unified Communications approach is holistic in terms of considering all channels instead of isolated solutions for voice, video, and messaging. Our contact center industry adopted a multichannel approach to communications many years ago. Unified Communications deployments involve integration between communications infrastructure and business applications; yes, we contact center people invented communications enabled business process. The overlap between Unified Communications and contact center may be a source of pride for the contact center community but it also signals the decline in differentiation between the contact center communications applications and the rest of the enterprise. It will bring an end to contact center isolationism.I believe the days are numbered for the isolationists, and the contact center community will need to start thinking differently. Whether you describe it as the contact center expanding into the enterprise or vice versa the resulting picture is the same: a complete Unified Communications system will serve the needs for all communications in and out of the enterprise, including contact Tod Famous, product line manager, enterprise and hosted contact center.