Post Archive

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April 2008

Why PBX Functions Matter

Eric Krapf | May 01, 2008 |
What's another word for "features," as in "PBX features" (the infamous list of 500-800)? Well, the word that one of the audience questioners used in my SIP session this morning was: Value. As in, "People I talk to are concerned about the danger of losing value in the system" if they migrate to a SIP-based system that provides fewer functions. Of course: "Functions" = "Value"

Comparisons of OCS in the Contact Center

Brian Riggs | May 01, 2008 |
NoJitter reader Kevin noted that Aspect is by no means the first to integrate Microsoft Live/Office Communications Server with its contact center solution. Mitel has in fact been doing this for a while. It's a great point, so I spoke with both Mitel and Aspect about what contact center integration with OCS means to them.

Have You Written Your Last Telephony RFP?

Eric Krapf | April 30, 2008 |
Tony Rybczynski of Nortel suggested that possibility during Don Van Doren's Intro to UC session this morning. His point was that enterprises need to start framing their purchase decisions in terms of UC capabilities rather than as simple telephony replacement procurements.

Genesys 8: Tackling Usability Head-On

Sheila McGee-Smith | April 30, 2008 |
In San Antonio, TX this week, Genesys is hosting its largest G-Force user group ever - 1,300 attendees from 32 countries. Over the next few months, the company will take this show on the road to Berlin, Bangkok, two locations in China and Australia, so hundreds if not thousands more will participate in the annual event. As a self-proclaimed contact center techie, I most looked forward to the product roadmap presentation and I wasn't disappointed.

New 3Com CEO to be Based in China

Eric Krapf | April 30, 2008 |
Edgar Masri is out as CEO of 3Com, but the real news is that his replacement, Robert Mao, will be based in China. I think that tells you all you need to know about where 3Com sees much of its future, as I discussed in this post from VoiceCon.

UC and the Customer Disconnect

Gary Audin | April 30, 2008 |
Regarding Eric's post, "Will UC Cut Costs?" and the customer disconnect: Should we should not be surprised? Gartner only lends credibility to what many of us have known since the term UC was created.

Will UC Cut Costs?

Eric Krapf | April 30, 2008 |
As I mentioned below, Gartner has a new report out in which they surveyed 300 organizations and reached the conclusion that Unified Communications' value is in increasing "business agility," rather than in saving money. That was based on actual experiences of early adopters.

Microsoft as the Mac Guy

Eric Krapf | April 29, 2008 |
Here's a neat trick: A Microsoft Unified Communications guy gets up on the podium and, referencing those "I'm a Mac/I'm a PC" ads, he positions his product as the Mac. Well, we're here in Vegas where Penn & Teller hold court, as does Lance Burton, a magician who's one of those only-famous-in-Vegas guys. So maybe you can't blame a speaker for trying a little sleight of hand for himself.

SIP Trunk Availability: It's Not Just Us

Eric Krapf | April 29, 2008 |
I'll have some longer, more in-depth posts on some cool stuff I heard today at Interop, but for now I've got time for just this quick observation, from Al Baker, VP at Siemens, on the subject of SIP trunk availability.

Calling the Channel

Eric Krapf | April 29, 2008 |
Regular readers know that we get some of our best analysis and data courtesy of Wainhouse Research. Wainhouse has launched a survey of Unified Communications attitudes on the part of channel partners. This is an important topic and Wainhouse's efforts on this topic will help us all understand how the channel is approaching UC. So if you're involved with the channel, please go take the Wainhouse survey.

Security; It's Not Them, It's U.S.

Gary Audin | April 29, 2008 |
The U.S. is the biggest source of security threats in the world. So says the Sophos "Security Threat Report Q1 08".

UC Strategy Impacts Today's PBX/ACD Decision

Eric Krapf | April 29, 2008 |
This post was written by Jason Alley, lead consultant at Vanguard Communications. Enterprise customers are becoming more aware of Unified Communications (UC) applications and issues. However, I find many still compartmentalize UC as a futures-only consideration that doesn't have much bearing on current PBX/ACD investment decisions. After a recent client engagement, I am convinced every enterprise should be armed with a UC Strategy before making a major PBX/ACD decision. Let's take a closer look at this case study.

More UC Market Research

Eric Krapf | April 28, 2008 |
On the heels of the aforementioned Gartner study, Infonetics has a report out on Unified Communications, and they reach largely the same conclusion, that the value is in productivity rather than cost savings. However, the Infonetics view seems to tie UC adoption more closely to the legacy environment nonetheless.

Gartner Weighs in on Unified Communications

Eric Krapf | April 28, 2008 |
Gartner has a press release out on its latest UC findings, and there's some interesting stuff there. I have to say, I think they really get it in terms of identifying the key challenges and pitfalls as we move into the critical time for UC adoption.

Broadband Gets Broader

Gary Audin | April 28, 2008 |
While some ISPs want to control and limit the customer's traffic, other ISPs keep adding faster access speeds. Qwest just announced two new higher speed services, Qwest Connect Quantum and Titanium. Is Platinum is not a good enough name now? Will we be seeing Galactic service soon?

The What and Why of Jitter

John Bartlett | April 25, 2008 |
The three key network specifications for real-time (voice and video) traffic are packet loss, jitter and latency. Whenever I talk to folks about these, they understand the packet loss issue and they worry about the latency issue, but there is often little discussion about the jitter. So I wanted to tackle the jitter topic here and lay out both why jitter is a problem and some of the issues around how we measure it in the network.

The Business Side of PBX Procurement

Gary Audin | April 25, 2008 |
There continues to be a lot of discussion of the technology of VoIP and IP Telephony (IPT). There is nothing wrong about technology, but buying or leasing an IP PBX is as much a business decision as a technology decision. Since the IP PBX is not a yet a commodity product, there are lots of hidden gotchas, difficult to understand SLAs, odd pricing models and maintenance considerations.

Tales from the UC Front

Marty Parker | April 25, 2008 |
One of the best features at VoiceCon is the case studies presented by enterprise executives, and VoiceCon Orlando 08 was no exception. All the keynotes featured customer success stories, and the keynote by Dennis Schmidt of Bank of America was a detailed description of how the Bank has migrated to over 100,000 IP Telephony ports.

Organizational Issues for Unified Communications

Eric Krapf | April 24, 2008 |
We've been talking to our friends at UCStrategies.com as we prepare for VoiceCon San Francisco, and one of the things we're trying to get our arms around is how the organizational challenges will play out as enterprises move from TDM to IP telephony to Unified Communications.

Net Neutrality Heats Up in the U.S. and Canada

Gary Audin | April 24, 2008 |
Some ISPs are very much against regulation. So are some politicians. It appears that the ISPs say there is no problem. My thought is that regulation seems to come after the abuse is obvious. Should we wait for the abuse? Is it here now? Senator John Kerry (D-Mass.) noted," To whatever degree people were alleging that this was a solution [regulation] in search of a problem, it has found its problem". As you work at home or on the road, how frustrating will it be when your large up- or download is either significantly delayed or blocked? What about the emerging voice, video and Web conferences, will they work acceptably?


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