ABOUT THE AUTHOR


Eric Krapf
Eric Krapf is the Program Co-Chair of the Enterprise Connect events, helping to set program content and direction for the...
Read Full Bio >>
SHARE



Eric Krapf | August 26, 2010 |

 
   

Many Enterprises Balking at Social Media Integration?

Many Enterprises Balking at Social Media Integration? Social media integration may be the wave of the future, but it looks like that's where it'll reside for the time being--in the future.

Social media integration may be the wave of the future, but it looks like that's where it'll reside for the time being--in the future.

Social media is a hot topic all the way around, and we've seen a raft of announcements specifically targeting the integration of social media and the contact center. But in our Webinar yesterday with Interactive Intelligence, we got an indication that this is still very much early days for social media integration

We polled the audience about where they are at with social media integration, and here's the result:

So a large majority aren't integrating now, and almost half say they have no intention of integrating social media and communications.

My gut tells me that this is your basic technology skepticism at work, as well as the natural constraints of a budget-limited and workforce-limited time. While social media is definitely a real factor, the value of integrating it with communications--as opposed to letting your users play around with it on public sites--is still unproven. If we all had budget enough and time, the "No" answer might be smaller, but I think that among the real-world choices that enterprises have to make, actually committing to a socialm media integration project wouldn't rank high on the priority list.

I'm not inclined to delve too deeply into the crosstabs because the numbers get pretty small--we had 95 people answer this particular question--but at a high level, the other data we got from the "No" responders suggests a mix: More than half were from enterprises of 500+ employees; 9 of the 42 answered a previous poll by saying their communications infrastructure was all digital/traditional, no IP, while 5 said they were completely VOIP-enabled. So bottom-line, I think the cadre of "No" responders looks like a cross section of the market generally.

So social media integration may be the wave of the future, but it looks like that's where it'll reside for the time being--in the future.



COMMENTS


Who's Who at Enterprise Connect

NEC

Featured This Week:
Sponsored By


May 7, 2014
With the imperative to drive innovation and continuously improve business processes, the role of unified communications and collaboration (UCC) is rising in importance for most organization. Executive...
April 24, 2014
Small centers are both excited and nervous about the new wave of innovation converging on them as major disruptive forces - cloud, mobile, big data and social - rock the contact center world. They rea...
April 9, 2014
Recent advances in cloud technology have given rise to wide variety of new tools designed to support contact center performance, staffing and reporting. Join us for a live webinar focused on helping c...

Sign up to the No Jitter email newsletters

  • Catch up with the blogs, features and columns from No Jitter, the online community for the IP communications industry. Each Thursday, we'll send you a synopsis of the high-impact articles, podcasts and other material posted to No Jitter that week, with links for quick access.

  • A quick hit of original analysis by the experts who bring you Enterprise Connect, the leading event in Enterprise Communications & Collaboration. Each Wednesday, this enewsletter delivers to your email box a thought-provoking, objective take on the latest news and trends in the industry.

Your email address is required for membership. For details about the user information, please read the UBM Privacy Statement

As an added benefit, would you like to receive relevant 3rd party offers about new products/services and discounted offers via email? Yes

* = Required Field

No longer instrested? Unsubscribe here.