Post Archive



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 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?

September 26, 2018

Join Kevin Kieller, Microsoft UC&C expert, along with Ribbon Communications and Polycom, for an update on Microsoft Ignite, and a focus on critical things you need to know about your voice depl

August 29, 2018

Moving your voice services to the cloud introduces new challenges for 9-1-1 services. These include the need to serve multiple locations, and the increased mobility that comes with having a phone t

August 8, 2018

Artificial intelligence (AI) is becoming a reality for your contact center. But to turn the promise of AI into practical reality, there are a couple of prerequisites: Moving to the cloud and integr

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.