Just a decade ago, supporting enterprise voice services was simpler, our voice operations support scope was smaller, and one person could be proficient in everything you needed to know for voice operations. But as IP telephony capabilities grew into Unified Communications, the skills our engineers had to be proficient in grew exponentially.
Today, we support UC systems and collaboration platforms, both on traditional hardware and now on virtualized server platforms (Cisco UCS). We still support phones and softphones, but now we also support mobility services, video phones and mobile devices like the Cisco Cius, voice and video conferencing, menus of phone-based services, and ever-more sophisticated customer support tools in our contact centers. There are now so many things within the scope of the UC systems that we manage that it would be extremely difficult in an enterprise the size of Cisco to be an expert in everything. So, individuals on our voice operations team need to specialize.