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 28, 2014 |

 
   

Is Mobile UC Already Dead?

Is Mobile UC Already Dead? The need for a single number used to be pitched as a main driver for adopting mobile UC. Enterprise Connect speakers called that need into question.

The need for a single number used to be pitched as a main driver for adopting mobile UC. Enterprise Connect speakers called that need into question.

Michael Finneran has written many times about the UC platform vendors' failure to make a dent in the mobile world. They haven't been a major factor when it comes to getting their clients deployed on mobile devices, and mobility in general has functioned more as a silo separate from enterprise communications systems.

The one thing that enterprise platforms seemed to have going for them when it came to mobile integration was the concept of single-number. This wasn't so much a convenience factor--sure, it's great to have one number to call that finds you wherever you are, but people who really desperately wanted that function already could do it with Google Voice. The perception was, however, that it was important for the enterprise to own the numbers by which its employees were being reached; this was thought to be especially important with employees such as sales people, who might turn around and go to work for a competitor, keeping their personal phone number and thus more easily poaching their former employer's customers.

But we heard from a couple of end user speakers at Enterprise Connect that this simply isn't proving a compelling enough justification to implement mobile UC clients--even in the clich├ęd "salesperson" example.

In our opening Tuesday plenary session, Dave Orth of Gannett said his company had been pitched repeatedly about the value of one-number/one-device functionality, but he said he just hadn't been able to convince his users to buy into it: "Sales people hold up their cell phones and say: This is my number," he said.

Michael Klein of Liberty Mutual echoed that sentiment: "The one-number thing is not that big a deal anymore," he said.

This may have something to do with the way in which BYOD has altered the balance of power between end user and IT/communications organizations. IT can no longer issue fiats that end users feel bound to obey. Yes, there are policies and users are expected to follow them. But end users simply don't seem inclined to accept policies unquestioningly, especially when those policies touch devices that the users engage with outside of work. At best, it's a negotiation and appeal to reason.

In that opening plenary session, David Stever of Penn Medicine explained that in his health care organization, it's no longer about provisioning a standard set of devices and services/functions, but is instead much more about figuring out what the user needs and working with what they want to use. "Our interaction with the user is far more collaborative," he said. "It's a lot more show-and-tell"--that is, showing and telling the user what they can do with communications, and understanding how the user needs it to work.

Of course, health care, like many other industries, is heavily regulated, so end users are never going to be free to simply go it alone and do anything their hearts desire. But what's become clear is that end users have a stronger voice in the decision-making when it comes to communications than they've ever had before.

In a Monday Enterprise Connect general session, Cisco Collaboration GM Rowan Trollope coined the soundbite-worthy maxim: "Deployment is dead. It should be adoption, not deployment." Up to now, mobile UC has been all about deployment--which has noticeably not translated into adoption. Indications, at least at Enterprise Connect last week, are that adoption may never really happen in significant numbers.

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

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

October 18, 2017

Microsofts recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsofts new Team Collaboration offering, Teams, will be its primary communicatio

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

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.