Tag Archives: Avaya

Unified Communications: Why they’re all ‘Open’ now…

Polycom, Cisco, Avaya… It seems that everywhere you turn these days, unified communications vendors are declaring their love for all things open and standards based. This should be a moment for celebration. At this point, unified communications customers are supposed to be filled with a warm happy feeling that vendors all over the world are joining hands and working together in our best interests.  Yet in virtually all cases, it seems to me that the sudden conversion to the road to openness doesn’t always necessarily translate into an easier life for customers implementing unified communications: the devil is very much in the detail.

I know a thing or two about being ‘open’. I was one of the core team that decided on ‘Open Communications’ as Siemens Enterprise Communications’ positioning back in 2006. Our reasons for choosing that positioning were transparent. We saw a changing market, with new entrants from the software sector, service providers and the data market. We believed that everyone had some area of expertise, but nobody did everything brilliantly – including us. Microsoft owned the desktop in many companies, Cisco the data. PBX vendors understood voice and sometimes mobility, but were still learning about software. The unified communications market was also becoming increasingly entwined with the the applications space.

There seemed to be space in the market for an open neutral player that would work with a range of partners to bring together the best solutions for customers to get them to a unified communications environment built around their business needs, rather than what we wanted to sell them. We also believed strongly that we would need to focus on open standards, such as SIP (it helped that we had HiPath 8000, which was the only carrier grade SIP softswitch on the market at the time) in order to foster this culture of openness and interoperability.

This path was fraught with difficulty: Siemens had its fair share of proprietary platforms, not least the HiPath 4000 (which was the strongest product line at the time and remains Siemens’ biggest seller) and a proprietary culture. But we stuck with it and, over the course of three years we made some progress. We launched the OpenScape UC Server in 2007 and saw a genuine commitment and cultural change in the organization to build on standards-based platforms and work on partnerships across the industry. You can still see the impact that this change had on Siemens today, when they launch Beta Programs and social media integration for OpenScape – the philosophy really penetrated the company, even if it took a few years…

If I look around today, it seems that Siemens won the intellectual battle – at least at face value. Avaya launched Aura and declared themselves the champions of that open standards favourite, the SIP protocol. Polycom launched the Open Collaboration Network. Even Cisco have now decided that “that competition and industry expansion is best fostered through open standards and interoperability”, which is a long way from their position a few years ago. But I would argue that many of those decisions have been based on the need to integrate new acquisitions or being unable to offer a complete suite of unified communications solutions, rather than a ground-up commitment to open standards in the interest of customers.

Of course there is an argument in favour of being closed. Look at Apple. Working their own standards and building a walled garden enabled them to build the most successful music retailer on the planet. Their closed eco-system also allowed them to innovate in ways that Nokia, Microsoft and Co could only have dreamed of. There is a solid basis for the view that standards bodies stifle innovation and reduce inter-working to the lowest common denominator. But, like telephony before it, unified communications needs guaranteed interoperability if businesses are to derive maximum benefit and return on investment from the technology. It needs standards to enable companies to work together regardless of which vendor they bought their equipment from. I can see three key areas in which vendors could work together to deliver more value to customers than seems possible today:

  1. HD video interoperability. I know that progress has been made in this area (not least the Polycom-Cisco-Lifesize announcement last year), but wouldn’t it be fantastic if you could at least guarantee that you could make an inter-organization HD videoconferencing call out-of-the-box, without lengthy integration processes or long testing periods? The kit certainly costs enough and this kind of functionality should be a given today – and not just in a vendor-controlled demo environment.
  2. Presence engines. Again, the ability to integrate presence from all of the leading engines into unified communications clients should just be a fact. I’d also like to see the Holy Grail of presence: to offer secure federated presence, whereby I can choose which partners I trust and wish to share my status with, regardless of which organisation they belong to.
  3. Desktop clients and soft clients. It seems ridiculous that in 2010 any use of desktop phones on PBXs from third-party vendors is limited to the most basic of SIP call control functions. Maybe this area will never change now, given the expected decline in sales of desktop phone and the growth of mobile devices as alternative PBX extensions and WiFi clients.

I’m sure you can think of other areas – this is just my starter for ten. The industry seems to be taking steps in the right direction, albeit slowly. Yet all vendors have to make commercial decisions based on defending their own self interest, so I have to wonder whether vendors will really commit to giving customers what they want: the interoperability that would make unified communications truly unified and truly easy to adopt…

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Are Skype about to embark on a unified communications love affair?

Are Skype about to embark on a love affair with UC?

Last month Skype made an announcement that seemed to attract relatively little comment in the unified communications community, but which I thought was really interesting. They hired David Gurle as the new General Manager and Vice President of the Skype for Business unit. No big deal on the surface, but David Gurle has quite the reputation. Gurle spent more than three years running Microsoft’s Real Time Communications business. At Microsoft, he oversaw the development of collaboration products including NetMeeting, Windows Messenger and Office Communications Server. Roll forward a few weeks and Avaya’s Dr Alan Baratz made a slip during their partner conference that some interpreted as an indication of an imminent announcement of an alliance with Skype. All of this prompted me to think about the use of Skype in business and whether they are preparing to make a serious assault on the unified communications market.

Skype certainly have an interesting starting point for any attempt to build a unified communications presence. Although videoconferencing use is expanding rapidly, 79% of respondents to a recent survey by Global IP Solutions said that they currently use a consumer application such as Skype as their primary videoconferencing application. The use of Skype is also rapidly expanding for international traffic and many businesses are becoming more open to using hosted solutions for business applications, rather than insisting on premise-based equipment. Skype also carries many of the features that users would typically expect from a unified communications solution in a user-friendly interface that makes it easy for first time users to pick up straight away.

Having said all of that, Skype attempts to grow in the business market to date have been somewhat patchy. Skype for Asterisk, which was launched in 2008 is probably their most serious effort so far, allowing users of Asterisk-based PBX systems to place, receive and transfer Skype calls from PBX deskphones. Users can make Skype-to-Skype calls and the Skype client software is integrated with the PBX, which enables users to use Skype IM, presence and video conferencing. The main benefits for business are to reduce trunking costs and to give users in small businesses the opportunity to use a simple interface for UC type features. Yet because the market for Asterisk remains fairly small, the growth of Skype use in business from this avenue is likely to be limited.

Skype for SIP was a further attempt to make in-roads into the business market. Launched last year, its main purpose is to provide interoperability between PBXs and the Skype network. At launch, the software supported PBXs from Nortel, Cisco and SIP-based Asterisk switches, but reviews were somewhat mixed – it didn’t support some Skype features and SIP to Skype calling features were also somewhat limited. There have also been many other third-party attempts to build Skype gateways and even a custom built Asterisk platform (FREETALK Connect), which offers great functionality, but limited scalability. So most of the moves so far to take Skype into the business mainstream have actually been quite niche in their approach. Skype penetration in the enterprise has remained the domain of enterprising employees who sidestep conventional IT to install the software, in order to meet a specific need.

This need not be the end of the story though – and it probably isn’t if the Gurle hire is a statement of intent. Skype has much to gain in the business market, not least an even greater share of the estimated 406 billion international minutes of calls made annually. But I suspect that its future is probably not in partnerships with PBX companies and niche open source players – at least not if it wishes to move into the business mainstream. Instead, I would anticipate Skype becoming an even more disruptive technology and following a similar model to Salesforce.com. They could offer business users a combination of the features that many like, with the control that any self-respecting CIO needs, such as the ability to switch users on (and off), control usage and even connect domains for inter-company presence between trusted partners. Now that could be a powerful combination – and an interesting story to follow in the future.

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VoiceCon Orlando: Is anyone going to knock our socks off?

VoiceCon's coming - again! (Image by Alex Dunne, used under Creative Commons licence)

I can hardly believe that I’m writing this, but VoiceCon Orlando is just around the corner – again! From March 22nd to 25th, the great and the good of unified communications will gather in the Gaylord Palms hotel (still love that name – it sounds like it should be a line in a Barry Manilow track!) to discuss the latest developments in unified communications and (hopefully) be wowed by the incredible keynotes. VoiceCon Orlando has developed into an interesting show over the past few years – it’s probably the closest thing the UC market has to a flagship show. The presentations often give a clear view of where the market is heading, even if some of the demonstrations are not quite ready for primetime yet.

VoiceCon Orlando in 2009 was dominated by the situation at Nortel and their customers’ concerns about the long-term viability of solutions that had served them well for years, Avaya announcing Aura and Microsoft finally (doing what we’d all been waiting for: taking the gloves off towards the PBX vendors and throwing down the gauntlet to the rest of the UC market. Having looked at this year’s keynotes, all the usual suspects are there: Avaya’s Kevin Kennedy, Cisco’s Tony Bates, IBM Software Group’s Alistair Rennie, Microsoft’s Gurdeep Singh Pall and Siemens’ Mark Straton (who last year did arguably the most original keynote of 2009, when he demonstrated Twitter integration into OpenScape at VoiceCon San Francisco). The question is: will any of them present anything that will really excite us and, if so, who?

Here are some of the things that I will be hoping to see in this year’s keynotes:

  • How far Microsoft have progressed in really providing a scalable unified communications solution and how they will deal with the mobility issue, given that Windows Mobile seems to be going nowhere, fast?
  • How are vendors going to deal with the consumerisation of IT? The Apple iPhone is now booming as a business device (as I observed again today on my way into London), Skype’s international minutes are exploding and Twitter use continues to climate in the business environment. I want to see vendors recognise this and deliver applications that will take unified communications into a mainstream business context. This means focusing on ease of use to drive adoption! A recent announcement by Cisco shows that they are getting it – let’s hope others follow at VoiceCon.
  • Solutions to integrate social media response and monitoring into the contact center. Siemens (and in particular Paul Maddison) have some interesting thoughts in this area – it would be great to see them build on their innovative integration of Twitter into OpenScape by providing some applications for customer service that would have a real return on investment for many organizations.

Above all else though, I will be following this year’s VoiceCon coverage and hoping to be wowed: it’s time for unified communications vendors to move on the debate from the Aura’s, incremental upgrades and Nortel survival debates of the past few years. What I’d love to see is innovation, real-life implementation and compelling reasons to invest in unified communications for CIOs around the World.

Update: Since I wrote this post, Dave Michels sent a nice tweet as his VoiceCon wish: that all of the executives demo their ‘intuitive’ unified communications applications themselves, rather than getting junior staff members to do it for them. I can only second this – when did you ever see Steve Jobs sub-contract his demonstrations?

This brought me on to another VoiceCon wish of my own: if executives are going to spend their entire keynote talking up the value of social media integration and its business value within a unified communications context (and let’s face it: at least one keynote is bound to be full of this), then they should at least use the technology that they are talking about – and only tweeting two test tweets six months ago definitely does not count! Anyway, enough from me: what’s your VoiceCon wish?

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One for the meat and potatoes lovers… Avaya announces combined Avaya-Nortel Roadmap

Avaya customers (of which my company is one, just to declare my interests up front) and Nortel customers got to see Avaya’s much-heralded combined Avaya-Nortel roadmap for the first time on a webinar yesterday. I won’t do the full rundown of which products are for the chop and which will live a full and healthy life, as Allen Sulkin and Sheila McGee Smith have done a very nice job of summarising the key points over at Nojitter.com.

What did strike me when reading through the detail, was how little the marketing messaging has moved on over the past two years. In 2008 I led the communications campaign to launch OpenScape UC Server at Siemens. As I watched the tweets come in today from Elka Popova, Steff Watson and Sheila, I would not have blinked if you had told me that they were tweeting at the 2008 Siemens’ analyst roadshow presentation – the key messages were that similar:

  • Nortel customer can upgrade at their own pace using Aura: that’s like the Siemens OpenPath migration message.
  • Avaya Aura: still very similar to the OpenScape UC Server message from 2008.
  • Contact centers will be SOA-based: At Siemens we said this almost two years ago.

Before I’m accused of pro-Siemens bias (for the record: I know longer have any connection to them), I can understand why Avaya took a cautious approach. They probably saw this as a meat and potatoes announcement for a crowd that likes meat and potatoes – and who were primarily concerned with how long they would have their current solutions before they were chopped from a streamlined Avaya portfolio. Nonetheless, it did strike me that this was a missed marketing opportunity.

This man was not seen at Avaya's roadmap launch...

As I read the coverage though, I wondered what a sprinkle of Steve Jobs style magic could have achieved. This was a large and fairly friendly audience – people who have a vested interest in seeing Avaya succeed. They could have set out an exciting vision and made some new announcements. Maybe they could have announced full integration of Skype into Aura? Or some new mobile clients? Perhaps a snazzy new interface for businesses to integrate social media and UC with corporate security controls? Instead of that, there were calming statements on how aligned the technical vision of the Avaya and Nortel sides had been (unsurprising – most PBX vendors have a similar view of the market) and some end-of-life announcements – nothing to really blow your mind.

It’s hard not to focus on handling existing customers’ sensitivities in the middle of such a major merger. But the market will not wait – and the competition in the UC market is relentless, as Cisco, Siemens and others are showing. I hope that Avaya now go on to prove to customers that they remain leading UC innovators, who will still be relevant to both Nortel and Avaya customers for the next ten years.

What do you think? Am I being too critical? Or do you like a bit of Apple-style bling served up with your unified communications?

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