The weather here in La Jolla today is gorgeous and the UC Summit conference sessions were all very active and interesting. Opportunities for Consultants, VARs and SIs seem abundant for moving their business clients into UC-enabled applications, especially with end user mobility and cloud-based applications.

I will be speaking tomorrow on my view of the “UC  Contact Center” as being a great target for the channels to aim at, and this was confirmed at lunch today, when the President/CEO of a New York City-based channel sat down next to me. I asked him about the direction he was seeing from his clients in terms of UC implementation and he indicated the same growing impact of mobility and cloud implementations on traditional telephone usage.

I described to him how the “UC enabled Contact Center” view can cover a lot of functional needs for any business operation, and his reaction was both surprised and very positive. His comment was, ” I never thought about that before and it is very interesting!”

In my discussion with some of the major vendors sponsoring the UC Summit, I also saw similar agreement with that perspective. So, bottom line, expect to see the “UC Contact Center” concept becoming a familiar label for UC implementation planning.

Tags: Unified Communications Information by Art Rosenberg
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I was intrigued by a recent announcement of a book by Dona Young, a teacher and writing coach, entitled “Angry E-Mail; How  To Put A Lid On It” because it was focused on business communications. I offered to review  it because I wanted to see how the recommendations fit into a UC enabled environment.

Young’s practical approach to business email begins with making sure to immediately detail the purpose of the message at the start. Recipients of business email don’t have time for socializing small talk. After composing the message, Young recommends spending a few minutes editing it,  to make the purpose very clear to the recipient(s) at a glance. Then cut out all the unnecessary information because “We’re living in a world that’s moving at warp speed. One of the things that irritates people is getting an email and then having to work really hard to figure out how to respond.”

Young’s book focuses heavily on message content, tone, and style that will not offend the recipient and will elicit a positive response. However she does stress the importance of “micromessages,” i.e., things that are unsaid in the message and any excessive delays in the response.  All of these factors can impact the business relationship between the sender and the recipient of the message.

Although the book covers best practices for using email to communicate person-to-person, there is no mention of other forms of messaging technologies, including business social networking, or automated CEBP contacts. However, it does suggest that a phone call for a voice conversation may be more appropriate than an email message when delivering sensitive information. The role of email in a unified communications enabled environment is something that was not addressed, e.g., “click-to-call/chat” in response to an email message. In fact, Young recommends delaying sending an email response in order to insure that the response is well thought out.

So, perhaps Dona Young’s next book should be “Angry Unified Communications!”

Tags: Unified Communications Information by Art Rosenberg
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Most discussions about UC enabled applications are rightly focused on implementing and integrating communication and business application technologies. Such concerns include exploiting public and private “cloud” based services, as well as integrating legacy telephony systems and business applications. Clearly, the complexities involved will demand external expertise on an ongoing basis as software based changes constantly evolve and BYOD policies allow business users to utilize mobile devices of their own choosing.

I have noticed that many articles on the new responsibilities of traditional telephony VARs will have to be expanded to extend their old roles in training users for desktop phones to using desktop “softphones” and a variety of UC enabled smartphones and tablets. But it is not just person-to-person contacts that are involved, but also communication enabled business process (CEBP) applications that will come into the picture. This will be particularly true for desktop applications that are adapted to mobility or “mobile apps.”

As organizations cross over into UC enabled mobility, end users will have to be guided into the interface options that they will encounter with a variety of applications. The question is how will that be done and who will have what responsibility is supporting such education?

Obviously, from an end user’s perspective,  there are two sides of the coin here. There is the basic, person-to-person communication usage, including all forms of communication that UC enables, and then there are the business applications that are UC enabled. As has been pointed out by many, the experts in communication integration will be the most likely candidates to educate end users, especially when “cloud” services are involved. Such education should not require manual training classes, because it can be handled via online applications and “help desk” services.

When it comes to mobile and desktop UC enabled business applications that have been integrated by solution channels, the education of end users can be accomplished in the same manner, except that more responsibility will fall to the the business application developers who design the user interfaces. This is where partnerships will come into play between channels and application developers.

Because UC enabled business applications will become a huge opportunity for hosted service providers, channels, and application developers, the question of how and who will be responsible for supporting end users is very important. The technology vendors are relying on both their own resources for consultative and managed services, as well as using channel expertise. This will be an issue that will be on the table for discussion at UC Strategies annual conference for consultants and VAR channels.

Check it out to qualify for an invitation to this unique event:

UC Summit

You might want to follow the posts of the UC team on this website for more details on what is involved with implementing UC enabled applications.

Tags: Mobility, Unified Communications Information by Art Rosenberg
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A lovelier setting for the 9^th annual Genesys conference couldn’t be had as the Ritz at Half Moon Bay. But first, it wasn’t just the ninth annual Genesys conference; it was the first annual Alcatel-Lucent Enterprise conference. But don’t think that the Genesys name has gone away. On the contrary, or perhaps I should say au contraire, ALU has made an even stronger statement about maintaining the Genesys brand with a new updated identity. Starting this week at their sales kick-off meeting Business cards at ALU will look like

Alcatel-Lucent Enterprises (Alcatel logo) and underneath in the Genesys red:

(Genesys Logo) followed by Genesys Communications Network

The intent is to represent that ALU is not just PBX, carrier and networking, but also is playing in the enterprise, and that they are leveraging from three different groups; Genesys, Communications and Networks. This is really about go-to-market, in that keeping them all allows ALU to use the market awareness of the Genesys brand in customer service, UC, etc., and the PBX, carrier, and networking capabilities of ALU.

On top of the business side of continuing the merging of the two organizations and a development of a superior go to market strategy than they have had before, executives pointed out that they felt that they had never seen a year of such technical innovation within the company. For example, within contact center ALU rounded out the company’s work force optimization (WFO) suite, adding quality monitoring and making a lot of progress on Interactive Insights with cradle to grave interaction reporting. The first phase of this was marketed as Infomart, (back-end data repository) followed in 2009 and 2010 with Interactive Insights (front end reporting). So now all of the scalability and consolidated data of Infomart (real-time and historical) has been brought into Insights, providing complete support of the entire Genesys product suite. ALU is also working on all manner of video for enterprise and contact center.

ALU also showed us Social Engagement; which is the company’s entrée into the industry’s much beloved trend of integrating social media into customer service. They have some very interesting customer use cases brewing that I’m looking forward to being able to write about once ALU’s customers get a sizeable chunk of usage data.

Finally, ALU unveiled OpenTouch; which is the commercial name for the converged architecture (ICE), Genesys SIP server, GVP server, and OXE PBX. OpenTouch is a family and packaged offerings that are all about shifting the user from voice centric communications to multimedia communications, on devices chosen by the user. OpenTouch is also about taking communications that are now one-on-one communications to multi person communications with extreme ease, so that the user can add or remove people as their business needs dictate.

Yes, as I normally do, I’ll comment on the new naming convention. Much as there was a lot of stumbling of analysts, and even executives in saying things like OmniTouch instead of OpenTouch, or commenting on how close it was to Siemens OpenScape, it’s a good name. Both OpenScape and OpenTouch speak to the same thing - open. And whether it is touch or scape, both give the end user the idea of what the product is about, so I like them both. Let’s just hope that sales people from ALU/Genesys and Siemens don’t mix them up.

Tags: Contact Center, Mobile UC, Video by Nancy Jamison
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On February 10, we’ll begin to find out how much the Verizon Wireless +iPhone4 combination impacts competitors’ market shares.  I completed a project a year ago that included conducting a primary survey on mobile service and device customer satisfaction, and brand preference.  Results showed an  overwhelming interest in the above – the most desirable service provider combined with the most desireable device. 

But a lot has happened between then and now.  Unlike many commentators, I think that in the near term, adoption of this combination probably will say more about Apple vs. Android and Microsoft than it will about Verizon Wireless vs. AT&T Mobility.  Here’s why:

1.       Most people and businesses would want to keep their current phone numbers.  Although wireless number portability exists (WNP), there have been no significant mass migrations to really stress test carrier systems (the FCC has specified that wireless porting should be completed within a 48-hours window).  In particular, business customers will need to think this through—if they switch, how will they deal with service unavailability windows in which they have no control over the start time?  And what about contingency plans in the event that carrier problems prolong this window? 

2.       Most wireless customers are on term contracts - consumers 1 or 2 years, most businesses-2 years (some 1 year).  So, without financial incentives, the market won’t move swiftly.  Verizon Wireless could accelerate migration by offering to rebate customers for the switching expenses they would incur, but I think this is highly unlikely on anything except a very significant enterprise deal. 

3.       Verizon Wireless’ advertised 3G footprint doesn’t always live up to customer expectations, particularly in areas with less dense populations.  Given the company’s strategic focus, I expect this to continue going forward.  This matters - right now, one of my F 500 clients is switching from Verizon Wireless back to its former provider due to 3G coverage issues. 

4.       Bottom line:  Assuming ATT does nothing to try to stem the tide, I think people will think about switching more than we’ll see them switch this year.

5.       But ATT is doing something.  It’s offering new data plans.  It’s also publicly said it’s speeding up both its HSPA+ and LTE deployments.  So much so that several sources tell me of some ATT budget cuts in areas not remotely related to wireless.  Since ATT hasn’t revised its Wall Street earnings forecasts, clearly that money is going somewhere else.

6.       Thus the impact of this highly desirable provider-device combination on wireless carrier migration, even after 1 year, may be less than Verizon Wireless desires and ATT fears.

But this year, the impact on device share could be a very significant story.  For 2011, I’d venture to say that 70%+ of the Verizon Wireless iPhone 4 activations will be from current Verizon Wireless customers.  How much will that eat into Android’s and Microsoft’s future growth?  We’ll literally know in a matter of months.

What does this mean to UC users?  If your company is considering using FMC functionality on devices that include the iPhone 4, it’s natural that you’d want to do this with one service provider.  But depending on your employees’ calling and use circumstances, some of the issues I discussed above could impact the speed at which you’ll really be able to migrate to one provider, or even the desirability of doing so.   Obviously you’ll need to do some homework to make an accurate assessment.  However, there’s one certain benefit:  having greater device/provider choice can be very helpful in your negotiations with mobile providers.  And you can take advantage of that benefit at your very next contract negotiation.   

Tags: Mobile UC, Mobility by Lisa Pierce
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This morning Avaya and Skype went public with a partnership they term “a strategic agreement to deliver innovative, real-time communications and collaboration solutions to businesses of all sizes”. The output of the agreement will come in two phases. The first is centered on integration of voice, and the second, integration of video and other unified communication capabilities. The output of the agreement will be development around integration as well as a combined go to market strategy.

In Phase 1, Avaya’s US customer base will have access to Skype Connect^TM, allowing customers to communicate via SIP between Avaya communication systems and Skype. This will be available to customers with Avaya Aura^TM Session Manager or Avaya Aura SIP Enablement Server, CS1000, Avaya IP Office, or BCM systems. Avaya cited that calls will be handled using Avaya’s routing, conferencing, messaging, mobility and contact center capabilities, and collaboration services.

In Phase 2, which is slated some time off in the later part of 2011, the two companies promise to deliver integrated unified communications and collaboration solutions to enterprises, including video. The companies claim that the integration will establish federation between Avaya Aura and Skype communications platforms, and through that, will bring together the business and consumer side.

This union is interesting and promising from two perspectives. First, the two companies have offerings that complement each other. Avaya, focused on communications for government and the private sector businesses, seeks to round out and expand its communications offerings. This builds on their UC and collaboration offerings, including this month’s Flare Experience announcement, and it provides benefits to Avaya customers by helping reduce communication costs. Skype, built its popularity among consumers, but seeks to attract more businesses by expanding capabilities attractive to the enterprise, and this will enable them to do that. Second, is the promise that this union will provide federation of some applications, including presence, voice, video and IM, between businesses and consumers. The later could produce some interesting customer service business benefits, and is something we have all been waiting for.

A small note, even though Skype’s growth has hinged in part on being available to users internationally - part of its appeal - this announcement was focused solely on the US. Plans to expand internationally will be rolled out as the partnership and offerings are developed. Also, complete plans for the product roadmap won’t be made available for a few weeks yet.

In all, I really like the promise of what this partnership will bring, especially as both integration and federation have been two sore spots that have had a lot of lip service given them, but not a lot of concrete work done yet. However, although there are solid plans in this agreement to do so, Avaya still hasn’t extended that intent by joining up with the UCIF just yet. During the Q&A part of the analyst call on this, Jim Burton asked if Avaya would join the UCIF for interoperability. Avaya’s answer was very politely that there is some governance challenges associated with joining that they are trying to work out with the companies involved. They added that the way that the effort is structured raises concerns if the UCIF is truly an open and peer-based organization. More to come on this, I’m sure.

Tags: Unified Communications by Nancy Jamison
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Last week in Las Vegas I got to follow up on Cisco’s contact center analyst day by attending Ciscolive, which is Cisco’s big customer event, co-located with C-Scape, Cisco’s main analyst event. Ciscolive was huge! In the main keynote there were 12,500 customers, a lot of analysts, and 23K total attendees if you include those participating virtually. As usual, John Chambers was completely engaging speaking on the vision that Cisco has with snippets such as, “Economies of the future won’t be information economies, but network economies”, and “Every mistake I’ve made as a leader is in being too slow or in having speed without process and being replicable.”

Ciscolive also had what Cisco called, ‘The World of Solutions Expo’, which was essentially a trade show of Cisco and Cisco partners. In the collaboration area we got to see and hear much more about UC and collaboration products, such as Cisco Pulse, and I was happy to hear that Cisco has come a long way in getting the answers to some of the questions I had last November when they announced those products.

The best part of the keynote was the Cius demonstration; Cisco’s new tablet phone. Aimed at a business user, rather than consumer, like Apple’s iPad, this UC tool, is nice. This telephone/tablet combination acts as a portable communications and collaboration platform, working as a phone with a screen that works with Cisco applications such as Telepresence or WebEx, and with Cisco’s Unified Communications manager, or as a tablet. When the tablet is docked it provides the screen, and the base has USB ports, a wired Ethernet connection, and, of course, a telephone handset and speakerphone.

When used as a tablet, Cius has an HD 720p camera that faces the user, and a 5 megapixel camera mounted on the back, so that a user can pop the tablet off of the base, and use it for two way video calls, or video calls in which the user can see the other party and show them whatever the back camera is pointed at.

The Cius tablet weighs 1.14 pounds, runs on the Android operating system, and supports 802.11 a/b/g/n Wi-Fi and 3G. Later releases will include 4G mobile networking. Cius is blue-tooth enabled, and supports connection of other headsets through a micro-USB port. Cisco said that when the product is released in early 2011 that it will come with a set of applications and a Firefox browser, but also stated that Android developers can write applications to the device using Cisco’s own SDK and APIs. Cisco also claims that the tablet has an 8 hour battery life.

If a unified communications “phone” could be fun, this would be it. It has a nice design, supports a lot of functionality, and appears very easy to use. For Cisco, the Cius is also a very attractive add-on to their shameless drive to put video everywhere, not only because of the video capabilities of the phone, but also because of support for Cisco’s myriad video-enabled UC applications.  There is no hidden agenda here; just video everywhere all the time, and this makes video appealingly mobile.

 Lastly, although the Cius is positioned as a business device, with Cisco’s statements towards bringing the network to everyone, it’s not out of the question that further positioning towards the consumer market might happen not far down the road.

Tags: Mobile UC, Unified Communications by Nancy Jamison
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Technology can only do so much, and sometimes, human nature has to play a role. There are times when a technology isn’t being implemented properly because of cultural or social issues, and there are many situations where we have to change our cultural habits to accommodate new technologies.

In the early days of computer telephony integration, there were examples of call center agents who received screen pops on their desktops providing them with information on the caller’s name and what they’re calling about, and the agents would answer the phone based on this information. “Hello, Mr. Jones, I see you have a problem with your credit card statement, and since you’re a platinum card holder, I’d be happy to assist you.” Instead of rejoicing at this recognition, customers got flustered, wondering how the agent knew who they were, and the time it took for the agent to explain about screen pops eliminated the expected time savings that screen pops are supposed to provide. Some companies stopped using screen pops altogether, but generally most call center agents went back to using a neutral greeting so they wouldn’t alarm the callers.

In the world of unified communications, presence and IM, new etiquette rules are being developed, both formally and informally. I’ve heard of many companies where it’s considered rude to call someone without sending an IM first to see whether it’s a good time to call. Most companies haven’t formalized these rules, but I expect to see more and more companies promoting “best practices” or “etiquette guides.”

Microsoft has a wonderful “Instant Messaging Etiquette Guide” that provides general guidelines. For example, some tips for politeness when using IM include:
•    If you are initiating the IM, it’s generally considered polite to ask the other person if they have time to “talk” with you. This may not be necessary with someone you work with frequently and when the question is quick, as opposed to something requiring discussion.
•    Don’t invite someone to join a conference in progress without first asking the others in the conference if it’s OK to do so.
•    Don’t use all capital letters to type your message. It’s the IM equivalent of shouting (note: this goes for twitter, Facebook, etc.).

Social and personal issues are often the reasons why technologies fail to be adopted, despite the quality and reliability of the technology itself. I often hear from enterprise workers that they don’t want to use UC (particularly presence capabilities) because they don’t want people knowing their status or because they don’t want to be interrupted if they’re working. Instead, they generally set their status to “unavailable” all the time, thus greatly reducing the value of the technology for not only that individual, but for people in their workgroups and organization. This could be avoided if everyone followed guidelines and best practices. For example, respect IM status settings. If someone’s IM status is “busy” or “away,” don’t try contacting them and disturbing them. Alternatively, recognize that just because someone’s status is “available” doesn’t mean that they can drop what they’re doing and interact with you. If someone doesn’t respond to your messaging request, it probably means they’re busy, even if they’re status shows that they are available.

Microsoft also suggests: “If you’re carrying on too many IM conversations at once, those you’re corresponding with may feel that you’re not giving them the proper amount of attention. No more than three conversations at a time is a general rule.” I suggest that contact centers also follow this rule – I’ve stopped using the web chat option for customer service because too often the agent I’m chatting with for service is also helping several other customers at the same time, causing delays in the chat and making it a very lengthy and unpleasant experience.

One of my personal guidelines is that after going back and forth on IM for a long time, it’s generally easier to have a live conversation, and UC users can easily click-to-communicate to have a phone or conference call.

What all of this points to is the need to consider human factors in any design. Success in a UC project will come not just from buying the best hardware and software, but from designing the best solution. As we are dealing with new tools that will allow people to do their jobs in new ways, we need to address the issue of how we help people to use these tools in the most effective way. People know their telephone etiquette, but part of our UC deployment plan has to look at how we teach UC etiquette.

Tags: Unified Communications by Blair Pleasant
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My last blog touched upon legal issues in UC and speech technologies by addressing patent trolls and what can be done about them. Here is another little legal nugget, rising up within UC which merits some attention as well, and that is, what to do about compliance issues, privacy and all those other things, that sometimes fall by the wayside when employees use social media applications.

It is pretty evident that companies are jumping on the bandwagon of social media, and investigating, planning, developing or deploying social media within their unified communications and contact center applications. Voxeo, Avaya, Siemens, Cisco, Genesys….. The list is getting longer and longer. The issue is that if we thought we had problems with just pure instant messaging working its way into corporate life unattended, well, well, well, think about Twitter, Facebook, LinkedIn, or any other of the dozens of applications popping up.

Below are excerpts of a press release from Autonomy this week that tackles this issue head on, so I wanted to post it here since the announcement is one of only a few that seems to deal with the legal aspects of incorporating social media into the enterprise, rather than just the fun and business use side. Autonomy announced the availability of Autonomy Social Media Governance, what Autonomy claims is the industry’s first solution designed to monitor, govern, and protect organizations across social media channels. Social Media Governance enables businesses to maintain compliance with new regulatory requirements for employees engaging on social media sites.

The May 26^th press release said:

“Rapid adoption of social media by employees, customers, advertisers, bloggers, and news organizations presents unique challenges to many organizations. Regulators recognize the influence and risks associated with these channels, and are starting to require organizations to actively monitor and govern employees’ social media interactions. For instance, FINRA (The Financial Industry Regulatory Authority) recently issued FINRA Regulatory Notice 10-06, which requires member firms to supervise and archive content posted to social media for business purposes. The Food and Drug Administration (FDA), Federal Trade Commission (FTC), and the National Futures Association (NFA) are also developing rules associated with the use of social media.

New regulatory requirements around social media add to the already burdensome task of adhering to current law for organizations - which requires that corporations archive, set policy, and make discoverable many forms of electronic information, including email, audio, and video.”

“Social media represents an extremely important new channel for businesses to develop engaging and profitable relationships with their customers. However, it is not without its risks, and for a business to leverage social media legally and profitably, corporations need to establish a comprehensive strategy to govern social media interaction.

For instance, a business could face regulatory issues if a bank employee marketed or misrepresented the value of a potential investment on social networks. Likewise, if an employee defamed another fellow employee, or a client, on a social site, this could raise legal issues for the company. Also, a pharmaceutical company could run into litigation issues if an employee denigrated a product on a social site that the company is actively promoting with advertising on traditional channels.”

Those are some good examples of the risks. What Autonomy provides is a platform that does what they call ‘meaning based computing’ which is recognizing patterns and relationships in unstructured information. They combine this with the company’s archiving, policy management, supervision, and analytics technologies. The result is that Autonomy Social Media Governance automatically identifies content and conversations on social networks, and allows a corporation to tie the information directly into a company’s existing compliance infrastructure.  All of this can be stored in Autonomy Digital Safe; a hosted archive service that enables corporations to outsource the storage and management of email messages, rich-media files, audio and video files, instant messages, and web content. According to the press release, the Social Media Governance product includes:

• Connectors and aggregation of thousands of relevant news feeds, blogs, and social media sites. Autonomy Social Media Governance can monitor social media content from employees logged in through company networks, as well as identify discussion from users operating outside company networks.
• Conceptual search of all aggregated content
• Policy-based monitoring
• Compliant archiving for regulated content
• Advanced analytics such as clustering and visualization tools
• Escalation and workflow management
• Reporting and trend analysis
• Executive dashboards

This is a great start to a knotty and growing issue that isn’t as fun to talk about as the benefits of incorporating social media into the contact center and UC.

Tags: Unified Communications, Unified Communications Information by Nancy Jamison
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Among the usual chatter about “What do you think of the show”, at VoiceCon this week were comments about the need to modify some of the usual presentations that we have on comparing vendor offerings in unified communications, and where the industry is in unified communications. The vendors I talked to commonly voiced that for the most part, comparing the features of unified communications is a moot point, because almost every player has all the basics by now. That is pretty much what I saw too. The show was smaller, and there weren’t any tremendous new announcements this year.

This year VoiceCon was co-resident with Enterprise 2.0, which focused on social media, etc., with lots of smaller companies present. I didn’t focus on those individual players so much as the spillover of the theme of the inclusion of social media within unified communications and collaboration, or even the reverse, the disappearing of the term unified communications within a larger framework of collaboration that includes social media.

So, much of these tweaks in innovation I saw revolved around the inclusion of social media into UC. For example, highlighted in the keynote given by Mark Straton of Siemens Enterprise Communication Group, was Siemens announcement of “Socially Aware Unified Communications”. This announcement was about open, standards-based integration of social networking into the Siemens OpenScape UC platform. Rightfully, up until recently, the UC vendors had their hands full doing what I mentioned earlier - developing all the basic UC bells and whistles, but now, despite grappling with how to incorporate social media and all of its privacy and security concerns into the enterprise, the industry is now turning towards just that - bringing social networking into the fold, but with a focus on how to improve business with it.

One of Siemens goals along these lines is to unify UC and social media through innovative mash-up applications in the cloud. What Siemens announced and demonstrated was the inclusion of Twitter into OpenScape UC.  Despite the fact that yours truly, is still personally blocked from Twitter - reasons unknown - I thought this was pretty cool.

Siemens is using OpenScape and Twitter to automate routine tasks. The reasoning behind this is that more and more users are updating their social status before attending to other basic tasks. So, for example, if a person is traveling and lands at an airport, what is the first thing they do? They turn their mobile devices on. The second thing they do if they don’t have to call someone to say that they have arrived is to read emails, update FaceBook or they tweet. Therefore, if you have a socially aware mash-up application within UC that can follow what a user tweets about, and get information from those tweets that can be used to do a task - such as update the person’s presence status based on knowing that the person has landed and is reconnected with the world, then that saves the person time, and makes them more efficient, without them having to do anything.  Yes, the user would have to pre-define words or phrases, or hash tags, that the application would use to search for, but that is not a big deal in the long run for the benefits they would gain.

Similarly, from a user perspective, I loved the fact that Siemens has incorporated the Twitter feed onto the user screen, but then added OpenScape presence status next to the name of anyone that the user is following that is an OpenScape user. That is very cool.

Many other hallway conversations with vendors mentioned Twitter, FaceBook and other applications and how they applied to UC. I wouldn’t be surprised if next year that Enterprise 2.0 and UC are combined as one theme at the show.

Tags: Unified Communications by Nancy Jamison
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