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The term skills-based routing entered the contact center lexicon some 10 years ago. In June, as part of its announcement of release 3.0 of Interaction Dialer, Interactive Intelligence coined a new term, skills-based dialing. Understanding what the term means and if the capability was unique to Interactive Intelligence required discussions with both Interactive Intelligence and some key competitors.
A study from the Uptime Institute reveals that most data centers would max out electrical capacity and cooling capabilities during the next 12-60 months. According to the Uptime Institute, 1U server space costs $1,600 per year in facilities costs, and $700 of that cost is just for electricity.
Fred Knight and I had the opportunity to travel down to Huntsville, AL, last week to visit with the folks at Digium, the company founded by Mark Spencer, creator of the Asterisk open source PBX. What we found was a company that appears to be making the familiar tech industry passage from a young startup focused on breaking new ground, to VC-funded company on the IPO track, focused on execution and building its market.
Via Abner Germanow of IDC, here's a cool application that shows something of the potential of Asterisk, Unified Communications and social computing. The application is called The Service Guy, and it lets people call a single referral number and get connected to services they need right away.
Yesterday, Tim Bakke, Microsoft UC Practice Manager at Avtex, sent some interesting comments on the continuing dialogue over the adoption of UC, beginning with Fred Knight’s “Where’s the Beef” and continuing to yesterday’s “The UC Debate: Forrester Weighs In.”
Tim had some great observations:
Telepresence is an interactive real-time application, which means it is delay sensitive, loss sensitive and jitter sensitive. This sounds familiar: it is just like VoIP, with the one difference being that it has huge bandwidth requirements. VoIP is treated as the highest priority application in the QoS hierarchy, but it uses relatively small amounts of bandwidth. How do we deal with an application that requires very high priority and might be consuming half or more of the bandwidth on a link?
There's been quite a bit of back-and-forth here (and here and here and here) about customer attitudes regarding Unified Communications. The root for all of this discussion was a Forrester Research study. Henry Dewing, Principal Analyst at Forrester, wanted to weigh in on the way our bloggers have looked at his company's study, and to offer his perspective. Here's what he had to say:
I always wanted to create a headline without words. This is my chance. You have heard of Multi-Protocol Label Switching (MPLS), but Virtual Private LAN Service (VPLS) may be new to you. MPLS has been available for a few years. VPLS was announced by Verizon in March 2007. AT&T and Qwest are also beginning to offer VPLS, which is a new service for both the service provider and enterprise, so the experience level is low. It is now possible to consider either or both of these services for VoIP calls among sites.
There has been a lot of talk of late regarding developments in mobile operating systems. The most recent event was Nokia’s announcement that they will acquire the remaining stake in the Symbian mobile operating system and create the open source Symbian Foundation. That will put Symbian, the most widely deployed mobile O/S, in the open camp along with Google's developing Android and Linux Mobile (LiMo). The former is supported by the Open Handset Alliance and the latter by the LiMo Foundation.
So, as Eric Krapf noted yesterday with, “What’s Really Hot in UC”, we have a debate going on whether customers are confused or not about Unified Communications.
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VoiceCon makes its European debut 14-16 October, 2008, with Johan Krebbers of Shell keynoting. More information HERE
Small-medium business VOIP adoption lags the large enterprise, so SMB is a target-rich environment for vendors. READ MORE »
Mobile UC isn't just a subset of Unified Communications. And although it's emerging quicker in Europe, it will soon affect enterprises everywhere. READ MORE »
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