A “Modest Proposal” Addendum for Gores/Siemens
Marty, let me add further to your “modest proposal”. My suggestion is that Gores and SEN strive to become the systems integrator of choice for integrating voice communications into business processes.
As we look at the developing unified communications market, we see strong parallels to the way contact centers developed. Companies are willing to spend thousands of dollars per agent seat gathering and integrating applications, communications, customer data, and knowledge systems into processes to solve a specific business problem - handling incoming customer contacts efficiently and effectively.
Unified Communications holds a similar promise for many places in the enterprise - linking people, processes, and technology in a way that solves a specific business problem. Our consulting work, and numerous published case studies point to the fact that applying UC to business processes is the road to the best ROI opportunities. But achieving these results sometimes requires integrating voice communications into business applications. And that’s a lot of potential revenue for innovative services companies.
Who better to tackle the subtle challenges of voice communications than a multi-billion dollar company with deep roots in the voice business. Moreover, Siemens has, with their OpenScape UC Server, gained experience understanding other systems with which it will integrate.
There are several paths. Siemens could “go it alone” and choose one of several models such as Genesys Labs, IBM Global Services, DiData, Accenture, or others. Or, they could work closely with their VAR network to develop an ecosystem of integrators.
So, Gores and SEN, go beyond the traditional voice communications business. Integration services is where it’s at in the unfolding unified communications marketplace!
Both Marty and Don are focused on a great business opportunity potential for SEN and this might make sense. However, there is several considerations to becoming the UC integrator.
One is no vendor/provider has yet successfully determined how to deliver these types of professional services effectively through anything but a direct sales/services force. And this works well for the larger enterprises, especially global ones. And SEN will likely be pursuing this business.
However, one of the promising opportunities for SEN is in the SMB market with OPenffice and delivered through an indirect distribution channel.
Trying to deliver services direct ad product in direct probably doesn’t work too well as others have learned — cannel conflicts and poached relationships aren’t a chimera.
So, SEN probably can’t do both at the same time, at the go down. Interesting to see how it develops.
Don - I gravitated to your suggestion of an ecosystem of integrators to work closely with Siemens to move OpenSpace UC Server to a widening base of enterprises. There are many integrators who currently aren’t partners of Siemens, in part because of the past tenuous position of SEN. The announced relationship should encourage savvy integrators to take another hard look at OpenSpace and Siemens. These integrators should be very interested in the potential to offer customers an “upgrade” to unified systems while retaining existing PBX equipment. The possibilites are exciting!
Pam - The Siemens OpenScape UC Server undoubtedly has the potential to leverage its “best in class” status (as recognized by objective, leading industry analysts over the past few years) now that the cloud of FUD will be dissipating. The question is, are there any “savvy” integrators willing to make the necessary investment to add it to their portfolio? The industry waits with baited breath for the other shoe to drop. The possibilities are exciting, indeed.