Irwin Lazar
Irwin Lazar is the Vice President and Service Director at Nemertes Research, where he manages research operations, develops and manages...
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Irwin Lazar | March 26, 2009 |


Does VOIP Plus Web 2.0 Equal Three?

Does VOIP Plus Web 2.0 Equal Three? At VoiceCon, we'll explore the crossroads of Web 2.0 and enterprise communications.

At VoiceCon, we'll explore the crossroads of Web 2.0 and enterprise communications.

At next week's VoiceCon conference I have the opportunity to moderate a session entitled "Web 2.0 and Enterprise Communications--Fad or the Future?" on Wednesday morning. The goal of this session is to explore the crossroads of Web 2.0 and enterprise communications to determine if and when they intersect, run parallel, or go off in different directions.In getting ready for this session, as well as helping with program development for June's Enterprise 2.0 event in Boston, I've been trying to map out the relationship between Web 2.0 and communications. On the one hand I've talked to some who believe that Web 2.0-based tools such as Twitter and other micro-blogging/social messaging services will replace or augment UC. "Why spend millions on beefing up your phone system when nobody will use it in five years?" goes the refrain. The counter-view sees Web 2.0 services as augmenting UC, enabling organizations to integrate UC services with social networks to improve the overall ability of workers to collaborate and communicate both within and outside of their organizations.

I believe this latter argument is the one that will resonate the most within enterprise IT and UC planning groups. Much of the discussion here on NoJitter, as well as in conferences and forums around the world, is on building a solid business case for UC. In this age of challenging economic times, the argument to deploy UC because it improves "productivity" fails to resonate with those ultimately responsible for approving IT spending decisions. During our latest round of interviews of IT executives on their UC plans, we're increasingly hearing about UC projects being delayed, or shelved altogether for lack of a solid business case with demonstrable short-term ROI.

One area where we've found that UC can provide a strong business case is in applying UC applications to improve specific business processes. A few years ago we coined a term called "JITFTE" translating to "Just in Time, Fetch the Expert." The concept behind JITFTE is that organizations can leverage UC services such as presence, click-to-call, and meet me conferencing to respond more rapidly to events and opportunities, such as sales leads, customer requests, or industry happenings that require an immediate response. The principle of JITFTE is to enable individuals to quickly find subject matter experts that can help them solve a particular challenge at a moment in time. Thus JITFTE replaces e-mail, voicemail, and phone tag with the ability to find an expert, tap that expert, and join that expert to a call. A common example is the bank branch manager who has an opportunity to sell a customer in the branch a financial product, but needs an expert at that moment in time to answer specific customer questions or risk losing the sale.

But the challenge in implementing JITFTE is "identifying" the expert. Some organizations we've talked to use a manual approach based on role. Those in a particular support or product management group are classified by role as subject-matter experts for a particular offering. But this approach has flaws. Just because someone works in a particular group doesn't mean that they are the expert for all concerns.

Instead, organizations can leverage Web 2.0 social networking concepts to allow their own workers or customers to tag each other as being experts on a particular product, service, or issue. They can use customer- or employee-driven rating systems to determine who are the "go-to" people for a particular issue. Consider an approach where rather than just randomly going to the "loan servicing" group and asking who is available to assist on a call, a customer service agent could search a social networking system for "15-year ARM," quickly find all those tagged as experts in that product, see ratings from customers and other staff members, and use presence and UC dashboard capabilities to start a conversation or join that expert to a customer call. In this example, Web 2.0 concepts lead to demonstrable business benefit, supporting the concepts of JITFTE, and creating real revenue opportunities for the organization.

We'll explore this and other concepts of Web 2.0 in the UC arena during our session. Please join us: Wednesday, April 1, 8:00 AM - 8:45 AM, Sun D.At VoiceCon, we'll explore the crossroads of Web 2.0 and enterprise communications.


Check out this recap of Enterprise Connect Orlando 2017, and register now to join us in 2018 and save $200 off or get a Free Expo Plus Pass.

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!

March 7, 2018

Video collaboration is experiencing significant change and innovation-how can your enterprise take advantage? In this webinar, leading industry analyst Ira Weinstein will present detailed analysis

February 21, 2018

Business agility has become the strongest driver for enterprises to begin migrating their communications to the cloud-and its a benefit that enterprises are already realizing. To gain this benefit

February 7, 2018

Enterprises are starting to grasp the critical importance of security and compliance in their team collaboration deployments. And once the risks are mitigated, your enterprise can integrate these n

February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
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 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.