I ask a seemingly simple question to every enterprise I consult, "What is UC?" The answer rarely waivers - unifying voice, video, and messaging into a single client. But they are dead wrong.
Over the last decade organizations large and small have chased the elusive dream of a unified client. But the problem is that we've all been unifying the wrong things. True, bringing a unified voice, video, messaging, and conferencing platform together is a benefit for end users. But the true value of UC is in the ability to bring disparate services together.
...the problem is that we've all been unifying the wrong things
I hear the heckles from the veterans, "isn't that just business enabled communications?" Yes! But as an industry we're finally ready to deliver on the promise that business enabled communications posed 30 years ago. The UC vendors whom will be successful in the next decade are those whom can best integrate services (especially cloud services) into a single end user experience.
How will this happen? Two words, Bots and APIs.
I believe all this warrants an example or two. Today I looked up a contact from SalesForce.com, updated my team on a project status in Redbooth, and queried my Jive and SharePoint intranet without leaving Cisco Spark (Cisco's newest UC client). Did I mention that I did all this while working from home without a VPN? How was that possible? APIs and Bots
Alight, so why has your UC initiative already failed? The focus was on combining voice, video, messaging, and conferencing instead of the things our end users really care about. Let's imagine together... What if your co-workers could book travel without accessing a travel portal? Submit time without touching a timesheet? Track expenses without an expense app? You can enable all these things! Let's get busy, it's time to be a hero.