Intel AppUp Small Business Service offers small businesses the combination of a locally hosted, on premise server that inter-operates with "cloud" based software and services available on a subscription pay-per-user basis. So what does this have to do with telephony?
WorkSpace Communications struck a deal that reminds me of when I wrote in VoIP: What About Apple?, "Why doesn't Apple just stuff pbxnSIP or other IP-PBX software in the application folder?" WorkSpace has done this with Intel’s AppUp offering by placing client software for hosted Lync on the server. Customers have a convenient choice and I think it's dangling fruit in front of them. Not that Apple doesn't dangle fruit, but Apple fails to see or act on the same opportunity that they've had since MobileMe. Apple hasn't moved or shown any interest and that's the difference. pbxnSIP was among a few that Apple didn’t shake hands with to do the same thing using any of the Mac servers.
Bryan DiGiorgio is CEO of WorkSpace Communications. Bryan said, "Many customers argue for premise based email solutions," and "by selling a server (Intel) under a lease (OPEX), customers gain SaaS per user, per month." This will be a stick in the ribs to every PBX VAR and Interconnect. Rightsizing all the time isn’t easy to beat or an easy idea to counter.
WorkSpace Communications is targeting 25 stations and up. Bryan knows that brand recognition is a key influencer with Microsoft's name. He moved Lync in pretty quickly and say’s he's glad he did. During the past, I've had discussions with IT VARs and Interconnects all interested in providing office-in-the-box solutions, and the Intel AppUp seems to be a really good fit for the SMB. There is value and a great way to put your product or service in front of the customer. There's also branding, and I have to wonder, does this spell trouble for a great marketing giant like Cisco? Cisco isn't uncomplicated, and a key driver for SaaS is to remove the complexities and risks while lowering or removing CAPEX.
Bryan is excited about Lync and he's recently completed another deal by adding AltiGen's MaxACD to WorkSpace. AltiGen's platform offers native Microsoft Lync integration and includes Automated Call Distribution (ACD), Auto Attendant (AA), quality monitoring and call recording features. Presence, Instant Messaging and Work-from-Home features are also integrated from Lync. WorkSpace also offers additional contact center support features such as call forecasting, platform administration, enhanced reporting and root cause analysis.
I said to Bryan, "You're breaking into the sweet spot of telecom systems" and Bryan said, "I think Lync is a PBX killer." Hosted Lync doesn't have to become the PBX's best friend, although it still behooves Microsoft and PBX manufacturers to work together. PBX manufacturers must evolve at a faster pace, develop a migration path and then integrate with cloud services; else they risk further erosion of market share. Simply providing SIP phones for hosted voice isn't going to fill that competitive void. I was given some really good firsthand insight on this recently that I'll report on later.
Unlike Mitel that recently "de-focused" from the under-100 station market, I think hosted Lync will create pressure on the under 100 station market, but only in configurations without requirements for rock solid paging, access and control, network cameras, and 2500-type devices. WorkSpace offers an ATA, and recently connected with a paging system.
The other thing Microsoft did earlier this year was release "Office for Mac 2011 Enterprise." As I noted earlier, there were bugs that threw some Mac users into a fit, but I believe most of the issues were complaints about buying new Microsoft software to work with Apple's new OS Lion. Microsoft has provided Mac users another best-in-class product for Mac users, only this one includes the voice and UC elements that Apple ignored. This opens the door wider to the enterprise with those that have and want Mac, but still require Windows to get along with everyone else.
Microsoft seemingly has open arms for Mac users that can benefit and even eliminate the PBX. Mac users are a lot about "user experience," and with the Mac desktops equipped with Office for Mac 2011, Lync and a host-like WorkSpace Communications--that experience remains pretty close to what I call meeting expectations. There are some bumps in the road and I'll be reporting back on these too.
Still, the product/service mix that WorkSpace Communications has assembled with Altigen, Intel and Microsoft is admirable. It's hybrid but it's also marketing familiarity and branding--and it's going to be interesting to see how it plays out.
