SHARE



ABOUT THE AUTHOR


Jim  Burton
JIM BURTONFounder and CEO, CT Link, LLCCo-Founder, UCStrategiesJim Burton is Founder and CEO of CT Link, LLC. Burton founded the...
Read Full Bio >>
SHARE



Jim Burton | October 02, 2012 |

 
   

The Evolution and Future of Call Control

The Evolution and Future of Call Control The changes that we will see over the next 3 to 7 years will have a significant impact on our industry and help reshape the landscape.

The changes that we will see over the next 3 to 7 years will have a significant impact on our industry and help reshape the landscape.

Over the years, many vendors in the communications space have viewed call control as the crown jewels of the telecommunications market. I have never really understood why the PBX vendors thought this was so special. A look at history shows many vendors developing their own call control and entering the market: ROLM, Mitel, and Cisco (via acquisition of Selsius) come to mind.

When Microsoft entered the UC market, they went out of their way to let everyone know they were not trying to replace the PBX. However, that is not to say they were not trying to replace call control. Microsoft saw the need for real-time voice communications, but not necessarily with all the features and complexity associated with a traditional PBX. Microsoft has added more features with each new release, but nothing compared to the hundreds of features associated with a traditional PBX.

For a number of reasons, IBM elected to avoid call control initially, and later provided Sametime Unified Telephony (SUT) to link their Sametime UC offering with a customer's existing PBX or IP-PBX. The development team at IBM believes call control, as we know it today (i.e., as part of an IP PBX) will change over time and therefore was not a necessary part of their unified communications and collaboration offering. Unfortunately, IBM's competitors were able to convince enterprise customers that the first step in deploying a UC solution was to buy a new PBX, and IBM paid a big price: They did not get a seat at the table; they were not asked to bid on many UC opportunities.

In many ways I agree with IBM's development team, but I think they were off by 10 years. So to give this subject the discussion it deserves, my colleagues at UCStrategies and I have decided that we need to make the evolution of call control an agenda item at our next UC Summit.

UC Summit 2013 is being held again at the Estancia Hotel in La Jolla California, April 28–May 1, 2013. Like Enterprise Connect Orlando 2013 (at which the UCStrategies team will once again have a significant role), the UC Summit continues to evolve along with the market--but our audience is much different and is by invitation only to the top UC solution integrators (VARs, SI's, resellers, etc.) and end user consultants.

We have several objectives for the UC Summit. We want to provide a venue where the attendees can network and share lessons learned and best practices with each other, and where they can meet with all the leading UC vendors in a relaxed and comfortable environment. Another objective is to help educate the attendees on technology and market trends that will impact our industry in the next 12 to 36 months. For most attendees, the UC Summit was the first place they were introduced to communications integrated to optimize business processes, cloud, social business, analytics, and this past year we introduced them to WebRTC.

And now at the UC Summit 2013 we will be discussing the evolution of call control and the impact it will have on our industry and the UC Summit attendees. Nearly all of them consult on or sell call control solutions. The changes that we will see over the next 3 to 7 years will have a significant impact on our industry and help reshape the landscape. Every market segment will be affected, from the telecom reseller who sold voice solutions for years, to the VAR that looks at voice as just another type of data.

Over the next few months I will write additional articles on the subject including the future of Skype and Lync, and the battle brewing between Microsoft and Google.

Let me know your thoughts. Send me a message jburton@ctlink.com





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated proces

August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.