Art Rosenberg
Art Rosenberg has been involved with pioneering on-line, interactive computer and telecommunications technologies. He started his computer career with the...
Read Full Bio >>

Art Rosenberg | February 26, 2015 |


Business UC Means Mobile & Messaging First

Business UC Means Mobile & Messaging First The old person-to-person business communication game is shifting away from intrusive telephone call connections toward more flexible and manageable messaging options.

The old person-to-person business communication game is shifting away from intrusive telephone call connections toward more flexible and manageable messaging options.

Normal business communications are not life-or-death emergencies nor related to criminal activities that require instant notification alerts and conversational voice descriptions, so it's time to look at the new role of multimodal messaging in business interactions.

As end users increasingly rely on smartphones and tablets for most of their communication and information needs, the old person-to-person business communication game is shifting away from intrusive and demanding telephone call connections toward more flexible and manageable messaging options. It's not that voice (and video) conversations will disappear, but they won't be the disruptive, costly, and inefficient starting point for basic business contacts that they have been in the past.

Even though mobile users are now more "accessible," it doesn't mean they are more "available" to communicate in real-time, and that is a key reason that near-realtime messaging, like instant messaging and even email notifications, is rapidly displacing PSTN phone calls for initiating business contacts.

In addition, if a mobile contact recipient can't talk for a variety of practical reasons (in a meeting, noisy, public environment, etc.), they can still communicate via text and visual information exchange. As business communications become "mobile first" for both contact initiators and contact recipients, we should expect to see all forms of messaging being the starting points that can still lead to a real-time conversational voice or video connection if needed. This would require "federated presence" availability first, which normal messaging exchanges do not have.

As PSTN voice communications migrate to VoIP and become part of IP communications, end users will be able to initiate multimodal messaging contacts more easily and cost efficiently with their mobile and desktop endpoint devices, and then escalate to a voice or video conversation, as needed. That has always been the essence of what we have been calling "unified communications." But until we had the flexibility of multimodal endpoint devices to handle the dynamic needs of mobile users, UC never really took off.

Growing Role of Multimodal Unified Messaging for UCaaS
Since there are now many ways to send and receive asynchronous messages in near-real time, anywhere and anytime with mobile devices, we really have to rethink what unified messaging is all about. UM was always included as one of UC's functional applications, where voice calls generated voice mail messages that could be stored and retrieved along with email messages. It even extended to voice mail messages being optionally converted to text messages by the recipient because text is faster to read and manage than listening to voice messages.

There are many kinds of message services, ranging from short social network text messages to text messages with multimedia attachments (e.g., email), so such messages are now providing practical context for generating different kinds of person-to-person response messages or escalating to real-time voice/video contacts.

The key to putting all forms of messages together for flexible retrieval and selective modes of response by different types of authorized end users, is to store them in a secure, unlimited storage network environment, rather than in separate, legacy premises-based messaging systems. In that way, a unified messaging service can be more multimodal and support the dynamic needs of both message senders and recipients, regardless of location or endpoint device types.

CEBP: All About Messaging
Business communications are not just about person-to-person contacts, but, with the rapid user adoption of BYOD multimodal mobile devices, must also include personalized interactions with automated business process applications. This is where a business application will initiate a notification or alert message to an individual user, which, in turn, will enable the recipient to quickly and flexibly respond contextually to the application or to a person associated with that application.

This capability has long been labeled as Communications Enabled Business Process (CEBP), but, again, until multimodal mobile devices came along, it never really went anywhere. With smartphones and tablets being used by most consumers and business users, they are all now accessible for personalized time-sensitive notification messages from automated business process applications -- not just people.

Managing Interactions with Persistent Messaging
Needless to say, message recipients must be able to selectively retrieve and respond to ALL their incoming messages, regardless of the original medium or source. In addition, business messages of all types can't always disappear after being retrieved, but should be retained for future reference in order to provide ongoing context for further interactions, as well as for documenting business activities. All related contacts and interactions are now being described as part of an ongoing contextual "conversation" that can be easily referenced and retrieved as needed.

Some of the new communication service offerings are starting to provide such persistent capabilities for both multimodal messaging and real-time calls, as noted in my recent UCStrategies post. The kind of unlimited storage required for supporting such "persistent" communication content can now be practically and cost efficiently accommodated in cloud services associated with UCaaS, so expect business communications to move away from premises-based systems to trusted and secure cloud UCaaS providers.


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

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
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.