The fall version of VoiceCon wrapped up this week in San Francisco and, despite financial woes, the attendance was around 3,000 people, about the same as last year. This is an encouraging sign that even in a down economy, unified communications and collaboration is an important enough theme for enterprises to invest time in. While the overall theme is communications, there were a few underlying themes that permeated throughout the show:
The intersection of UC and Social Media.
Social media has been a growing theme at VoiceCon but this was the first time a vendor demonstrated true integration between a corporate communications tool and a consumer social media tool. In the Siemens keynote, VP Mark Straton demonstrated having Twitter integrated into OpenScape. The integration wasn’t just embedding the tool into OpenScape but much deeper, it was using the context from Twitter to manipulate OpenScape. For example, if a user ‘Tweeted’ from a mobile phone, “Having Lunch with Fred Knight to discuss next years VoiceCon agenda,” the system would recognize it, automatically change the user’s presence status to ‘busy’ and then route calls to voicemail. Many CIOs I’ve spoken with have wondered how to leverage tools like Twitter. Using Twitter to manipulate calendars, presence engines, etc could make the use of it move from just a niche, experimental thing to a core part of enterprise collaboration.
The thing I really liked about this is that Siemens didn’t try and re-create a consumer tool in an enterprise way, they just used the tool that people are familiar with and are already using. The chances of a successful deployment and high enterprise usage are much greater this way than trying to force a similar tool on workers just for the office environment.
Interoperability between vendors
This has always been a big issue at past VoiceCons but seems like the issue has been raised to another level. Note to all vendors, users DO NOT WANT a single vendor solution; they want ones that work with one another seamlessly. Currently the level of interoperability varies from vendor to vendor, some of it easy, some of it needing gateways or special software and some just doesn’t work. Failing to deliver interoperability really stifles growth of UC. Deployments would skyrocket if buyers didn’t have to worry about the long term implications of single vendor lock in.
I would like to see VoiceCon evolve to where it’s a hybrid of the current show and the old Interop networking conference where interoperability is an actual theme and the conference is used for vendors to showcase their ability to work with others. My guess is the vendor community wouldn’t be supportive of this yet, but it’s in their best interests.
Nortel and the fate of its customers
The pending acquisition of Nortel by Avaya has left a huge customer base scratching its head. I was on a two hour panel on the topic of what Nortel customers should currently do and, even though it started at 8am, the session was packed. The net result of the panel is that Nortel customers aren’t in that bad a spot. It may seem like a bad thing right now but over the next few months, every vendor that sells VoIP and UC is going to be hitting the Nortel customer base up with competitive offerings on migrating them to a different solution. In a sense Avaya will be pitching this too, although they have an edge since they own they will own the Nortel technology.
Our advice to Nortel customers is pretty simple. Make sure that you’re at the most current version of Nortel software since that’s likely to make migrations easier and unless you’re in dire need of an upgrade, be patient and let the market come to you.
Our advice to Avaya is that within 30 days of closing, there absolutely has to be a definitive statement of direction as to what stays and goes in the product line.
Mobility and device evolution
All of the sessions on Blackberrys, iPhones and mobile devices were packed with interested parties as companies try and figure out how to manage the explosion of devices. This concept was represented well in Dr. Alan Baratz’s opening keynote where he talked about the conundrum companies find themselves in where, despite the fact that CIOs would like to get rid of desk phones, many users want them still as an augmentation to the mobile phone. He went as far as to state that corporate phones need to be reinvented to be multipurpose devices that could support video, conference calling, etc.
This juxtaposes the Microsoft vision where the PC will eventually be the primary communications device where everything will be driven off the desktop and the “phone” may just be a handset for people that still prefer them.
So, we now have PCs, deskphones, video phones, mobile phones and probably lots of other things that could be a workers primary communications tool. My bet is on the mobile phone but it’s an interesting thing to follow the evolution of.