This week’s multi-pronged speech technology announcement by Microsoft is just one of a number of interesting speech announcements in the past month on the adoption of speech to improve customer and consumer experience. In the announcement press release, I liked what Zig Serafin, GM of the Speech at Microsoft Group said; “Speech is the new touch”, because it really is. We have known this for quite a while, but now there is an acceleration of the adoption of speech that is happening in mobility applications, desktop, and unified communications, that is quite appealing.
It’s the end of the year for unified communications. It’s hard to believe it’s been a year since I started this summation of the Twelve Days of UC. I can assure you that matching an industry to a holiday song is a feat I won’t repeat, nor try to pick a new song to parody. As with previous quarters, here is a brief summary of some of the Q4 events related to my Twelve Days categories. For the last time, here is my parodied version of the Twelve Days of Christmas.
Last week when Blair Pleasant and I had finished our UC end user benefits study we did a webinar on the findings that was sponsored by Genesys and CMP. Out of that we had a number of follow up questions from the audience, including quite a few from our colleague Art Rosenberg, who posted a review of the study on UC Strategies.com.
It’s been a quarter since I blogged my industry wish list for unified communications, so I figured I would revisit the list to see how we are doing. I don’t want to make this a beauty contest as there have been so many announcements, big and small, particularly as we had a number of voice shows last quarter, but here are some highlights. One caveat; just because we have had a lot of announcements this quarter doesn’t mean we have marked anything off of the list. It just means we have made progress in several categories. Here is a recap of my December “wish list” song, and the category each line represents:
It took a long time, but Intervoice has finally merged their enterprise and network platforms into one, both from a solutions and philosophy standpoint. That is one of the key takeaways that I got from having attended the Intervoice industry analyst event in DC this week. That doesn’t sound like such a big deal but it is when you consider that it completes a transition born out of a) moving to a software and services company from one that a decade ago was proprietary down to the board level, b) melding two very different businesses – service provider and enterprise, c) completing the integration of some big acquisitions – namely Brite, Edify, and Nuasis d) blending together contact center, self-service (IVR), messaging and notification onto the same platform.
Last week ShoreTel held its first industry analyst conference, in San Francisco. This was a good thing, as the subject of my blog, brand recognition, involves the analyst community too. I’m assuming the majority of my colleagues know who ShoreTel is – a purveyor of VoIP switches, contact center, and unified communications software – but I bet that not many of them previously knew ShoreTel to the depths we went last week. Even I didn’t, although I have to admit I should have as I’m married to a ShoreTel reseller, hear about them all the time, and use their products every day.
On the Eleventh day of UC the industry gave to me, the value of video, not hyping,
no more pagers beeping,
interface enhancing
CFOs bilking,
overuse of power dimming,
applications plug ‘n playing
five phone rings
the voicemail market girds
an AT lens,
what SMB loves,
And a clear definition of UC.
Its not that we don’t have video out there; we sure do and it’s a mind boggling amount. At Cisco’s C-Scape I believe the figure that was mentioned was something like 250 billion videos were produced in 2007. That is mind boggling. That includes videos incorporated into Web 2.0 applications such as YouTube, and social networking sites etc. Some estimates have Internet video increasing four fold by 2011. However, my day eleven wish is certainly not for that number to increase, although it will undoubtedly hit some mind numbing figure by the end of 2008. No, I’m wishing for businesses to “get” the value of video too, not just consumers, and for vendors to help them “get it” without the hype.
On the ninth day of UC the industry gave to me interface enhancing,
eight CFOs bilking,
overuse of power dimming,
applications plug ‘n playing,
five phone rings,
the voicemail market girds,
an AT lens,
what SMB loves,
And a clear definition of UC.
It’s all about the user experience, and what is closer to the user than the application or device user interface. In UC one of the sexier technologies used in user interface design is speech recognition. As one of my primary research focal points I’m a big fan. In fact, I finally caved and bought a Blackberry Pearl this year just for voice-activated dialing (VAD) (I know. I’m a little slow on these things sometimes. It’s like the shoemaker not having any shoes). So, when one of the vendors that I talked to about unified communications wishes, wished for better speech recognition as an interface in mobile devices I jumped on it. Therefore, wish number nine is that ASR and UC vendors continue to overcome reliability issues for ASR used in unified communications applications, make them even simpler, and find even more useful ways to incorporate both ASR and TTS into UC application design.
On the fourth day of UC the industry gave to me
the voicemail market girds,
an AT lens,
what SMB loves,
And a clear definition of UC.
Girds you say. Yes girds. It’s my fervent wish, and some others, that the voicemail market girds itself for a huge installed base churn, and what better to replace it with than new messaging as a part of unified communications? Major churn in voice messaging has already happened more than once before. The most recent big churn occurred around 2000, due in part to the infamous Y2K as companies hurried to upgrade their voicemail systems for two reasons. The most visible reason was Y2K and fear that the older systems hard-coded software wouldn’t be able to handle the change in century dates. This was pushed further by companies seeking to replace PBXs for the same reason, and typically when they choose to replace the PBX it drags voicemail along with it. The second was pure age. Voice messaging started in the early 80’s and with many releases under our belts, many of those old Audix, PhoneMail, Octel, MeridianMail, CallXpress, and other voicemail systems just needed to be replaced. We were no longer selling voicemail by the pound, and they just needed to go. Plus, new functionality, such as unified messaging, was starting to make waves, which just contributed to the movement to replace.
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