It’s now been two months since I had a desk phone and a unified communications client. Although I would like to have a desk phone, I must admit that I have only missed these tools on three occasions:
- When making calls to subsidiaries abroad – using cellular networks for international calling is still outrageously expensive.
- When I have needed to make conference calls with members of my team. Although the iPhone has limited (but user friendly) facilities for conferencing, the audio quality just doesn’t do the job a dedicated conferencing unit can.
- When doing a radio interview, where I needed guaranteed call quality.
As an advocate of unified communications since its infancy, this got me wondering: has unified communications now been superseded by developments in social media and mobile devices? Is unified communications now past its use-by date?
The last outposts of classic unified communications…
I started by thinking about applications in which unified communications in its purest sense continues to deliver significant measurable business value for organizations that adopt UC solutions:
- Communications-Enabled Business Processes in contact centers: Agents can complete tasks quicker using unified communications and presence technology, delivering a direct and measurable return on investment. Greater throughput = fewer agents = better customer satisfaction: what’s not to like in that equation for the average business?
- Road warriors: The benefit for road warriors of unified communications is easy to see. I can ‘see’ who’s available, even when I’m not in the office. It can also help reduce costs, by routing international calls through the company network or enabling me to use a soft client, rather than roaming at expensive rates using my mobile device.
- For global businesses: For companies with international workforces, unified communication can have a massive benefit. Connecting workforces more effectively and enabling them to collaborate directly with one another accelerates decision making and powers cost cutting measures such as off-shoring and reduced business travel for internal meetings.
Don’t believe the hype
The problem for unified communications vendors is that the benefits I have outlined mirror their own organizations. Industry consolidation resulted in geographically dispersed teams that demand business travel and international communication to keep the plates spinning. This prejudices some vendors’ view of the market: they start to believe their own marketing hype and that the market for these applications is larger than it really is. Unfortunately for them, many of their potential customers face very different and more mundane communications challenges.
These customers aren’t worried about presence and a unified portal – many of them run their business using mobile handsets, simple PBXs, social media, Skype and Google Voice. What they are worried about is cost, scalability and flexibility for the future. They don’t see the potential issues of using consumer applications such as Skype – they just flinch when they see the huge roaming bills, or need to do a video call now and again and see a simple solution to those problems. As a result, many use elements of unified communications to help them address these challenges, such as single number services, video-calling and instant messaging. They just don’t call it unified communications – and don’t recognize its value as such.
Not dead, just different
So I don’t believe that unified communications is past its sell-by date – in many ways it is more relevant than ever – but old school definitions of UC are. Unified communications is no longer about managing a desk phone, mobile, Windows PC and many other devices. The smart phone has made that view redundant for all except the power users in boardrooms and hotels. Instead, it is evolving into skinny applications for low-end users and specialist applications for power users, mixed with a dose of social media, a splash of video and a few web-based collaboration tools. The unifying element comes in binding these elements together securely and in a way that controls costs.
If vendors embrace the more holistic eco-system in which unified communications now exists, then they will deliver great value to customers and thrive once more. They’ll sell fewer devices, but those they do sell will be of higher value, such as videoconferencing units and financial trading desktops. They won’t sell many high-powered UC desktop clients, but they could sell applications for mobile devices – and the presence and call control servers that will power them. And they won’t sell as many traditional maintenance services, but they could sell plenty of integration services.
The question is whether they have the agility, resources, skills and marketing muscle to adapt quickly enough to this new world, or whether new players will fill the void.