Voice of the Customer

Case Study: Why UC Strategy is a Must

Moderated by: Jason Alley, Vanguard Communications

There doesn’t seem to be any doubt that Unified Communications (UC) is the next big thing.  However, is UC relevant to Contact Center investment decisions being made today? 

In a recent No Jitter posting, “UC Strategy Impacts Today’s PBX/ACD Decision,” a case study reveals some interesting insight on this topic.  You’ll see why I am passionate about the idea that every enterprise should have a UC Strategy in place before making major PBX/ACD decisions. 

Click here to read the posting and submit your thoughts, ideas.

Disruptive Technologies Changing the Game in the Contact Center

Moderated by: Jason Alley, Vanguard Communications

In a recent No Jitter posting, “Wii Economics in the Contact Center,” I share a realization that came to me after making a connection between the impact of the (Nintendo) Wii on the gaming industry and the impact of Unified Communications on the Enterprise Voice and Contact Center markets.  Links to YouTube videos have been included to help give you a feel for the Wii if you haven’t yet experienced it first hand.  I’d love to get your reactions.  Click here to read the posting and submit your thoughts, ideas.

READY-SET-COLLABORATE

The End of the PBX (Again?)

Moderated by: David Powis, Vanguard Communications

As you can probably imagine, the VoiceCon conference last week was buzzing about ‘all presence/UC/collaboration, all the time’.  But my aha! moment came pretty early in the week’s events.  I was sitting in a presentation that gave an overview and comparison between Microsoft’s OCS solution and IBM’s SameTime solution, both Unified Communications platforms (and more).  What struck me about the session was that these were two completely non-telephony companies (in the traditional sense) talking about how their solutions can bring voice to the desktop (along with many other things) with basic, off the shelf SIP phones from a third party.  Sure, this has been possible in theory for the bleeding edge and brave among us, but does anyone doubt that 2-3 years from now this stuff will be a ‘real’ solution?