Posts by Blogger: Diane Royer
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What's Hot and What Could Suck about 2013 Communication Trends?
So for the last four years I've had the privilege to collaborate with a cross section of thought leaders at Avaya and produce some very successful communication trends and prognostications. It's always interesting and fun to put on our future -vision glasses and project into the future with a sense of proclamation, hope and vision - along with a touch of some safe bets.
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If you're like me, you usually take the "status quo" for granted and put off worrying about things that seem hard to get your head around. When I had my first second- hand car (a metallic blue Volkswagen Bug), that spent more time at the mechanic's shop than in my driveway, I only worried about it breaking down when I had somewhere really important to go. As a young college student, I always figured things would work out and someone would come to my rescue, if need be.
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Are you "Getting Real" about Communications Services Support and Management?
There are only 10 weeks left in 2012. Can you believe it? This is the time of year that we all get a bit reflective about yearly achievements and look towards goals for the upcoming year. In my household, that means my teenage daughter starts reminding me about her "achievements" and tries to find out how she's tracking against getting a car for her junior year in High School. I keep inching up the bar for her achievements with the hope that I can get her to achieve even more...When I tell her how great a new bike could be and how good it would be for the environment - she doesn't find that too entertaining. I get that look that says - "come on Mom, get real..." Well, when we take a look at the world of communications support and management, customers are saying - " Ok, we see what you've been able to do so far, but I have a set of upcoming needs that require changing the status quo. Today's complex environments and relentless demands to rapidly add new applications while also ensuring greater reliability are requiring a new way to think about communications support and management". Companies are asking Service Providers to "get real" about the path that will be required to provide the level of communications services that are needed. So, I reached out to our Services visionary and president of Avaya Client Services - Mike Runda. I asked Mike to share his vision on what the future holds for support and communications environments. Remembering the recent conversations that I had with my daughter about her not only sharing her needs and desire for something (a car) but her also pressing hard to clearly understand what the path would be to get there.. - I asked Mike to not only share his vision, but also share a view about the path to get to this next level of communications support and management...more
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No, we're not talking about a new beer, we're talking about the world of Unified Communications and Managed Services. As we look at trends in communications, we continue to see the importance of blending together systems, applications and capabilities in a way that delivers the optimal experience with the least amount of risk. By definition, collaborative systems are going to cross manufacturers, vendors and departments. A good IT operations team understands the needs of the entire enterprise, and is able to provide resources that seamlessly deliver services where and when they are needed. Not unlike a good mixologist who needs to understands his variety of ingredient choices, mixing options and the pallet of his clients.
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When it comes to Social Media, many organizations can feel like a high school youth come prom time: afraid of rejection and ridicule- yet knowing that you want to be included in the action. Whether you're a social media butterfly or a Facebook wallflower, much of initial business social media activity is driven by an approach of - "let's jump in and see what happens". Oh, how we all dread that one negative comment or video that will get your brand going viral like you never wanted!
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If you're like me, when you can choose between talking to a recording and talking to a person, you'll choose the human - without hesitation. Sure, there are times when I want specific information, and IVR systems can get me where I want quickly. But often a person can provide help faster and may even create options for products or services not otherwise considered.
There's one big caveat to all of this. No matter what, if you don't know me and understand my needs, then you totally reduce the value that you can provide to me. In this age of high demand for quality interaction along with attention to rapid resolution you need to make sure that you're solving for the right problem and that the solution fully addresses the need.
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Communications Availability Challenges Giving you the Blues..?
When you travel to conferences and meetings, and when you're in road warrior mode it's great to have access to work systems on your mobile devices.
However, none of us look forward to the inevitable nuisance request arriving at 8:00 pm in the middle of your evening, when your co-workers happen to know that you're still "on line". It's hard to disregard that so called "urgent request" that is urgent for someone else, but an inconvenient nuisance for you. I call this a case of the blues that quite frankly we all want to avoid.
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Is the year already half over? Where did the time go? Some of you may have seen my blog back in February at Avaya.com about the Avaya "12 Communication Trends for 2012." Six months later, the cool thing is that this continues to be a very hot and relevant set of topics for just about anyone who wants to quickly get a perspective on the top communication trends and how to plan for them....more
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a href="http://www.avaya.com/blogs/archives/hot-trends_jpg.mht">hot-trends_jpg.mht Why Hot may Not be the Answer Last week I spoke about "Getting in Focus: Is your Video App Ready for Prime Time". As we start to take a look back on some of the hot technologies this year, some aspect of video has always seemed to find its way into the conversation. Video collaboration is in fact very compelling for a whole host of reasons. I remember the first time I used FaceTime on my iPhone. My sons were away at Christmas time and this was the first time that we weren't sharing Christmas dinner together around the same table together. I remember the uplifting feeling I got by just being able to see them and exchange laughs and jokes as they passed the iPhone camera view around the table of family and friends. ...more
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Video Everywhere? Gone are the days where I would have to go to an office to find a video conferencing center. High quality video conferencing is available at the airport, hotel room, or home office. In the right context, video brings people closer and puts meaning into focus by adding body language. That's the killer app right now for BYOD, as Nemertes Research analyst Irwin Lazar discusses in the fourth trend that we're highlighting in our digital postcard - Video Collaboration: An Analysts' Perspective . ...more
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