VoiceCon 2008: In a pair of keynotes at this year's conference, Avaya and Microsoft executives lay out the future of unified communications.
Posted Mar 18, 2008
ORLANDO, FLA. -- The number of workers operating remotely across the U.S. enterprise landscape is a massive figure -- and growing rapidly, according to Louis D'Ambrosio, president and chief executive officer of Avaya. As enterprises in every industry focus on slashing budgets, increasing employee productivity, and keeping everyone connected, D'Ambrosio kicked off VoiceCon 2008 stressing the paramount role unified communications (UC) solutions will play in the technology space, catering heavily to those remote workers -- any employees not working at a company's main headquarters. Becoming a truly indispensable part of a company's infrastructure means that UC must cater to that organization's needs -- something that can only be achieved, D'Ambrosio told attendees, by "democratizing" a UC solution.
"If we are going to democratize UC, we need to make sure we focus on the roles people play and the places where they work," he told the crowd. "It's easy to deliver products for roles and locations only, but much harder to deliver fully integrated architecture solutions."
That focus on integration -- bringing together two solutions to create a greater value than the sum of their parts -- within a company's existing architecture set the tone for the rest of the day's keynote speeches. In addition, both D'Ambrosio and another keynote speaker, Gurdeep Singh Pall, corporate vice president of Microsoft's UC Group, stressed the need for vendors to provide technology that is interoperable. Using open standards and APIs, both say companies need to build up a product base that functions in tandem with legacy systems. Avaya names Microsoft, Cisco Systems, and Cognos as its key supported vendors.
Of course, both companies also made sure to mention recent product announcements and partnerships. While Avaya stressed its collaboration with video service providers Polycom and Tandberg, Microsoft announced a strategic partnership with Aspect Software regarding Internet Protocol (IP) telephony solutions. Through that deal, Microsoft will invest in Aspect's Unified IP contact center technology, and integrate its Office Communications Server (OCS) into Aspect's IP products. (Microsoft OCS, which was released just five months ago, also maintains the company's partnership with Nortel -- Singh Pall says that alliance has generated 600 customer wins to date.)
James Foy, president and chief executive oficer of Aspect, noted the important role of UC within the contact center space -- especially as a tool for agents. "Agents don't have all the answers," Foy says. "They go to individuals in an informal way that can't be measured, and there are 100 million issues resolved outside the contact center." (Last week, in advance of VoiceCon, Aspect announced a new UC strategy, -- emphasizing that any successful UC plan starts with a customer-centric focus.)
And, not one to be outdone, Microsoft also announced OCS' compatibility with Polycom and Tandberg video systems. Video's role in teleconferencing figured prominently in both speeches, as UC solutions catering to remote workers will be a crucial part of telecommuting, according to the speakers. "Putting video in the hands of every information worker is how we will change and improve the market -- HD video conferencing for anyone, anywhere," Singh Pall says.
While the speeches presented somewhat similar viewpoints -- the companywide deployment of UC solutions, video's integral role, effective and strategic partnerships, and interoperability -- they also spoke directly to the conference demographics when closing their speeches. Singh Pall put it in different words: the telecommunications manager's role should extend beyond the dial tone, and into the "business zone." D'Ambrosio stressed the same point, but made a point to boost the telecommunication manager's self-esteem.
"We are in an economic slump," he says. "It's in your hands to make the right decisions. CEOs don't know how to do this. When people look back five years from now and talk about the woes of this economy, they will say it's this group [IT directors] who got us out of this tech slump and helped leverage our economy."
Bringing the Customer Aboard the Unified Communications Bandwagon
Contact center solutions vendor Aspect Software has a new UC strategy -- and the company says it starts with the customer.
Aspect Offers More Localization and Capabilities for '08
The latest version of Aspect Unified IP 6.5.1 expands language capabilities, and adds unified command and real-time reporting.
Aspect and Witness Up the WFM Ante
Aspect's latest upgrade focuses on support for outbound and blended contact center environments, while Witness Impact 360 Version 7.7 targets recording and optimization.
Unified Communication: Connected Anywhere, Anytime
In an increasingly global economy, unified communications should be on the top of the to-do list for small and midsize businesses (SMBs), according to a new report.
Aspect's Workforce Optimization Puzzle: The Final Piece
The acquisition of a quality management provider signals that the game is on against other workforce optimization companies..
Fewer Vendors Sit Atop Gartner's Magic Quadrant for Unified Communications
Alcatel-Lucent, Microsoft, and Nortel retain their positions as leaders, but Cisco Systems and Siemens fall out of the top quadrant; Interactive Intelligence moves up a notch.
Avaya Launches Unified Communications ''Editions''
A suite approach to offerings and the acquisition of a mobile unified communications solutions company will strengthen Avaya's presence in the UC marketplace.
Microsoft and Nortel Deliver Unified Communications
The partnership includes joint R&D, sales and marketing, and systems integration efforts, but the joint rollout won't hit the market until 2007.
Microsoft Serves Unified Communications
Speech Server 2007 will be part of the broader Office Communications Server 2007; Windows Vista will have speech recognition in eight languages, a Windows first.
NEC's Buy o'Sphere Expands the Ecosystem
The Japanese-based vendor's purchase of Sphere Communications is a move to bolster its unified communications portfolio, according to one industry pundit.
Viewpoint: Got a Unified Communications Strategy?
If not, you've got a lot of room to improve collaboration efficiency.
Gartner Restores a Leader to Its Magic Quadrant for Contact Center Infrastructure
Interactive Intelligence moves back into the top quadrant, joining Aspect, Avaya, Cisco, Genesys, and Nortel.
Gartner Eyes IVR and EVP Vendors
Magic Quadrant findings ping Avaya, Genesys Telecommunications Laboratories, Intervoice, and Nortel as leading the sector; reduced complexity and tight integration are hallmarks of advancement.
|Learn more about the companies mentioned in this article in the destinationCRM Buyer's Guide:
The deal furthers Aspect's strategy regarding unified communications for the contact center, according to a company executive.
New research from Aberdeen finds unified communications is on the minds of many, but more work needs to be done to clear up misconceptions.
destinationCRM Exclusive: A hybrid solution from Aspect Software and Microsoft's Tellme subsidiary validates ongoing plans to deliver unified communications to the masses.
The company's Unified IP 6.6 release features a tighter integration with Microsoft Office Communications Server in its push for UC.
Nearing the two-year anniversary of its acquisition by Microsoft, Tellme's new features look to slash costs for enterprise customer service.
Sponsored By: Jacada, Avaya, Confirmit, inMoment and BoldChat
Sponsored By: Genesys, Avaya, Verint, and Aspect
Sponsored By: Informatica
Sponsored By: Verint®, Confirmit and inContact