SHARE



ABOUT THE AUTHOR


Eric Krapf
Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the...
Read Full Bio >>
SHARE



Eric Krapf | March 19, 2013 |

 
   

Enterprise End Users Say: Focus on What's Core to the Business

Enterprise End Users Say: Focus on What's Core to the Business Execs from General Motors, Fuji Film and Robert Half discussed trends in outsourcing, BYOD, and IT management as Enterprise Connect 2013 kicked off Tuesday.

Execs from General Motors, Fuji Film and Robert Half discussed trends in outsourcing, BYOD, and IT management as Enterprise Connect 2013 kicked off Tuesday.

It was a simple question with a simple answer: Is the last PBX you bought the last one you intend to buy?

Short answer: Yes.

The (only slightly) longer version, from Fred Killeen, CTO of General Motors: "Our plan is to not buy more." And from Nicki Roberts of Robert Half, "Our desire is not to buy any more PBXs."

Now, this was near the end of the session that Enterprise Connect GM Fred Knight ran with a trio of enterprise end users, so there wasn't much time for followup. On one level, it makes perfect sense--who does want to buy a "PBX" any more? The ultimate question is whether, for an enterprise that needs to continue serving its end users in a way that maintains the business--whether it'll really turn out to be feasible to hold off on major PBX platform investments even as they migrate to new architectures and systems.

The third member of this customer-keynote panel, which kicked off the first keynote morning of Enterprise Connect, has already made a decision to move to the cloud. Joe Arnett, VP of IT for Fuji Film Holdings, has committed to move 7,000 end stations to a hosted telephony provider--two years after moving the company's email to the cloud with Google. That decision reflected a desire to focus on core competencies and outsource what for Fuji was a "utility" function.

Ironically, Fred Killeen is taking GM in pretty much the opposite direction, with a well-publicized move to in-source some 8,000 IT positions that have previously been outsourced in GM's IT. That decision was made, Killeen said, because GM's CEO "gets that IT is a differentiator in our business; he gets that it's a difference-maker."

"What we learned being 90% outsourced is you spend more time negotiating contracts than doing [technology] work," he added.

Joe Arnett noted that Fuji has retained functions in house that aren't considered commodities, as telephony and email are for them--but he did point out that technology trends tend to be cyclical, and that if the cost/benefit of hosted/CPE changes, he's open to bringing anything back in house. "That's the nice thing about technology," he said. "It always changes."

On the subject of consumerization and BYOD, the panel members pretty much agreed that BYOD was neither saving their companies money nor adding net costs--it was just rearranging where the costs turn up. And when Fred Knight asked whether users' adoption of consumer technology was affecting their IT budgets negatively, the panelists said that, while it affects the operation, it hasn't necessarily affected budgets.

Regarding the impact on IT, Nicki Roberts said, "I dread coming into the office in January, because of what someone might have been given as a [Christmas] gift."

Fred Killeen added: "I don't think it competes for budget. It competes for mind-share." In other words, what he called the "iPhone effect" forced everyone who serves end users to raise their game: "It showed us how [communications] could be easy" for the end user.

Follow Eric Krapf and No Jitter on Twitter and Google+!
@nojitter
Eric Krapf on Google+





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!

January 24, 2018

Communications, collaboration, and contact center systems are all being delivered from the cloud, to more enterprises each year. With the cloud growing in strategic importance, the question is what

December 13, 2017

The two major vendors in the Unified Communications space, Cisco and Microsoft, are both strongly promoting their cloud UC deployments. If cloud UC is on your enterprises roadmap, but you dont want

November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible. That's made the h

December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
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.