UC in the sky with dialers

Hello again!  It’s been a while since my last post and lots has happened in between.  I won’t go into detail except to say I’ve been flirting with twitter and facebook and sadly still can’t get away from that old relic known as e-mail.

Back to this post.  I’ve been thinking about Unified Communications and Cloud services in fact UCaaS to be specific.

As we all know, UC is a collection of communication tools that historically were siloed.  The telephone, Email, Voice Mail, IM, Video Conferencing and so on.  In the last couple of years and more so this year, we have seen a massive increase in Software as a Service…services targetted at the Enterprise with some very tempting benefits.  Some have made the move successfully whilst others need time to build trust to embrace the concept.  This is particularly true in the finance sector where concerns about security and location of data referenced against local regulations makes it all the more difficult to entertain a move from on-premise to the cloud.  I’m sure this will change over time as richer and more secure services become available and of course the economies of scale kick in and make it a no brainer.

Email and IM in the cloud is nothing new, as consumers, we have been doing it for years, but what about the other services that make up the UC pie? Well this is where I get to the point of this post.  Moving telephony into the cloud… telephony as a service. Nothing new except the providers in the market today are not the traditional Telco.

Look at Cisco, Microsoft, Google and many others who want to provide UCaaS.  To provide 100% UC aren’t they going to have to provide a dialer in the sky? Today, out of the three I mention Cisco are the only one capable of providing on premise Telephony integration into their Saas (WebEx Mail/Connect), but that’s obvious as they are incumbant for Enterprise telephony.  What if an Enterprise wanted to move their PBX off premise and integrate it into their cloud based Email, IM etc?  Will the current big name UCaaS… service providers become Telcos and be regulated as such?

Will Cisco, Microsoft, Google etc now be competing with the likes of BT, Verizon, Singtel, France Telecom and so on?

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2 Responses to “UC in the sky with dialers”

  1. Niall Says:

    Hi Mike,

    What do you make of vendors such as http://www.newvoicemedia.com/ in the on demand telephony space?

    \N.

    • mikepersaud Says:

      Moving your contact center into the cloud is much the same concept as moving Email and Conferencing into the cloud. A shared service platform or multi-tennant service reaps the benefits of economies of scale for the provider and of course a subscription based service without any CapEx concerns for the subscriber.

      In this case we are not eliminating the on-premise PBX as calls ultimately need to get to an agent within the organisation, unless the entire contact center is outsourced.

      What I am thinking about is the Intra-Companny voice communications moving into the cloud. Technically this is not rocket science. At a high level moving the PBX to the cloud, allow the hosting company to manage communications externally whilst the end points are on-premise. Does that type of model classify the hosting company as a Telco? Can they use their own trunks for voice communications?


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