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Snapshots from LotusphereSnapshots from Lotusphere

Several of us were wandering the halls at Lotusphere last week. Here are a couple of quick observations.

Don Van Doren

February 1, 2008

2 Min Read
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Several of us were wandering the halls at Lotusphere last week. Here are a couple of quick observations.

Several of us were wandering the halls at Lotusphere last week. Here are a couple of quick observations.1. I was focusing on the unified communications sessions, so may have missed some themes from other parts of this vast conference. But my observations of Orlando are summarized in two words: teeming and teaming. Teeming - I can't remember being at a conference with so many attendees. Not only were the session rooms jammed, some sessions went to overflow facilities, voracious hordes seemed to descend like locusts on the goodies put out between breaks, and when was the last time that you saw a line for the men's bathroom? Teaming - In the UC space, at least, IBM is really pushing collaboration and more effective ways of working together. They consistently talked about this notion, both as a concept and also backed up by capabilities that it's rolling out and that it's developing.

2. I have enough gray hairs to remember the previous golden days of IBM several decades ago. One of the hallmarks of their modus operandi then was the large number of R&D initiatives that they would launch - usually overlapping and often competing. I remember back then one strategist telling me, "We want to have at least three approaches under development to every possible alternative." The old saying is that "elephants never forget." Well, if IBM is an elephant, it seems that they haven't forgotten that concept. My observation is that they are at it again, at least in the social networking arena. We were able to spend some time in what they called their "Innovation Labs" and got some visibility into a couple dozen development concepts in social networking capabilities.. And this is just one of the several initiatives that I heard about at the conference. It's very clear that IBM is committed to figuring out how to incorporate into their product suites a variety of innovative collaboration techniques. Perhaps other suppliers are on similar paths, but I haven't had the opportunity to see anything comparable from anyone else. This elephant seems not only to be able to remember, but it dances, too.

About the Author

Don Van Doren

Don Van Doren brings 25 years of experience as the founder and president of Vanguard Communications, a leading independent consulting firm in call center, contact center, and interactive voice response technologies and solutions. Don and Vanguard are known throughout the communications industry for consistently high quality engagements and for ongoing contributions to industry development through speaking engagements, news articles and publication of books, white papers and other reference materials. Don is one of four co-founders of UCStrategies.com.

Don sees Unified Communications as an area that will build on the learning and experience of the contact center industry. Though UC solutions will touch many other business processes than those served by contact centers, the principles of integrating communications into the business processes are consistent between contact centers and UC. Just as contact centers enriched customer service and lowered cost by managing and informing the communications events with business process information though both customer self-service and personalized agent interactions, UC will accelerate and enhance the many other business processes by linking information and software assistance into the communications for those processes and the related employee jobs.