Phone Communication

What’s Next for Telephony and Unified Communications?

Telephony may be unloved and somewhat forgotten, but it’s far from dead. As the convergence of multi-channel, text, data, cloud and more recent technology solutions and IT priorities have evolved, telephony has been commoditized, deemphasized and often neglected. Increasingly, enterprises find that their legacy systems, such as Private Branch Exchanges (PBXs) and early-generation Voice Over Internet Protocol (VoIP) solutions, require substantial care and feeding to adequately support business functions in today’s fast-paced, hyper-communicative world.  

The new reality is clear: demand for collaboration and real-time communication is surging while – at the same time – employees are dispersing, working remotely or at unconventional hours and from unconventional locations. Just this morning, I hosted a web conference with colleagues across the world from the back of an Uber on my way to the airport.

There’s no doubt the voice environment is under intense pressure and enterprises need to think about telephony in new ways as they plan to transform and evolve their unified communications and collaboration (UCC) strategies.

Read my recent ISG white paper The Future is Calling: What's Next for Telephony and Unified Communications that explores the current and future demands on telephony and UCC and how enterprises can prepare themselves to invest wisely in next-generation communication tools.

About the author

Emmanuel “Manny” Moss brings more than 25 years of experience managing global IT organizations and complex, multimillion dollar projects. He is a strategic IT leader distinguished by his passion for innovation and a desire to deliver solutions that address the toughest of business challenges. Manny has advised CIO, CTOs and other key IT leaders through the many phases of the sourcing lifecycle, including conducting IT-wide service delivery assessments; developing operating and governance models; developing and executing on sourcing strategies; managing transitions, acquisitions, transformations and organizational change; and managing providers, contracts and services. Manny has worked across diverse engagements covering the financial, healthcare, manufacturing, retail and food service industries.