UC&C Roadmapping, Part IV: Success Factors for a Winning UC&C Deployment
The process of bringing UC&C into a business involves several stages, and does not end once the contract has been signed. Leading up to that, business objectives must be set, communications needs must be assessed and vendors need to be evaluated. These topics were explored in earlier entries of this series, for which this blog […]
UC&C Roadmapping, Part III: the Value of a Proper UC&C Assessment and Vendor Selection
As this series continues, my intention is to better prepare IT decision-makers to not just match the right UC&C solution with their collaboration needs, but to also to help them find the best partner. In addition to delivering technology, this group should be viewed as more than just a vendor; their team must provide the […]
UC&C Roadmapping, Part II: Understanding Use Cases for Delivering Great UC&C Experiences
I began this blog series by detailing the need for a thorough assessment of networks, stakeholder use cases, existing infrastructure, IT strategy, management goals, and other critical factors as the necessary first step in launching any deployment. An enterprise’s ability to define the problem is a daunting hurdle that can make collaboration challenging.
UC&C Roadmapping, Part I: Assessment – Defining Goals to Overcome Problems With Enterprise Collaboration
For technology to have real business value, it must address a tangible problem. When it comes to Unified Communications and Collaboration – UC&C – goal number one is enabling more effective collaboration. A key reason this milestone is increasingly hard to achieve is that communications technologies have not kept pace with how the workplace is […]
How the Cloud Makes Enterprise Architecture Strategic
In my previous post, I talked about some takeaways from a recent Gartner conference on Enterprise Architecture. The main idea is that an Enterprise Architecture approach can make IT more strategic by basing technology investments around what’s best for the organization overall rather than serving the needs of one specific function or line of business. […]
Are You Thinking Strategically About IT?
Having recently attended Gartner’s Enterprise Architecture Summit, I came away with strong validation about some of the IT challenges we hear about regularly from our customers. Businesses both large and small are struggling with the realities facing IT, namely doing more with less. Budgets are shrinking, partly because IT can’t always deliver an acceptable ROI […]
Why do I believe that Skype for Business will have a far greater impact than Lync ever had?
I am often asked this question, and there are numerous answers and reasons as to why I believe this. To illustrate, let’s start with a simple exercise. Load up Google, and enter these two search phrases: What is Microsoft Lync? What is Skype? What explanation do you get?
Strategic Reasons for Implementing Video in the Contact Center
You may not recall exactly when the call center became the contact center, but you understand what it means. With the rise of IP-based communications, we’ve been able to move from the telephony-centric legacy model of customer care to the communications-centric model, where voice is just one of several modes in today’s multichannel environment.
Video Communication Isn’t Just For Big Banks
In the hyper competitive world of banking, customer service is a key differentiator. With so many options and choices, consumer loyalty can be fickle. It’s no surprise, accordingly, that many of the world’s largest banks are investing heavily in technologies that provide their customers with convenience and efficiency. One trend taking hold is adoption of […]
Focusing on Healthcare
Any healthcare executive will tell you that hospital and health system administrators serve two masters: ensuring their facility delivers the highest quality patient care; and maximizing financial returns. More often than not, those two worlds collide with combustible results similar to pouring oil on a gas fire.
Will Skype for Business Become the New Killer UC App?
About two months ago, Microsoft’s corporate VP for Skype, Gurdeep Pall, revealed some big changes projected for Microsoft Lync in the first half of 2015 including a new name – Skype for Business, plus a new user interface and new features. It’s no surprise that Microsoft is making a crucial play to try to capture […]
Why Canadians Want Healthcare To Step Up To The Digital Age Right Now
A recent study released by TELUS Health that gathered feedback from 1,000 adults from Quebec, half of whom suffer from chronic illness, offered several insights into what many Canadians believe to be the problems — and the solution — to the current state of healthcare. Forty-two percent of respondents indicated that they’re dissatisfied with their […]