Tim Smith's blog

By Tim Smith
On Oct 04, 2013

Carrier as Systems Integrator

Friday, October 4, 2013

Last week I wrote about the emerging and evolving system integration role carriers are now playing. A good example of this is One Source Networks. Their offers begin with facilities based transport services combined with services from other carriers both domestic and international. They then layer on additional functions such as cloud-based unified communications (UCaaS), data center services (IaaS) and various managed network services (e.g. network monitoring and management). Finally, they offer custom integration services to meet specific needs of enterprise clients.

By Tim Smith
On Sep 27, 2013

Some More Thoughts on Carriers

Friday, September 27, 2013

Again thinking back to the recent AT&T conference and scanning other news from communications service providers, systems integration (SI) is emerging as a key opportunity and area of focus for them. Increasingly their initiatives and messages are about integrating products and services from a variety of technical areas with network offerings. In fact, AT&T, Verizon, Sprint and a number of other traditional carriers have developed very strong systems integration skills while building their networks. They are now attempting to turn this expertise into useful market offerings.

By Tim Smith
On Sep 27, 2013

Thoughts from the AT&T Analyst Conference

Friday, September 27, 2013

I recently attended the AT&T Analyst Conference in Dallas and several different and unrelated ideas really stood out for me. These are by no means all or even part of the major themes of the conference but each got me thinking in different ways.

By Tim Smith
On Aug 23, 2013

The Importance of the Plan

Friday, August 23, 2013

One of my favorite sayings is “if you don’t know where you’re going, any road will take you there…” As I work with Nemertes clients, I am often asked to assist in developing technology evolution and/or adoption plans. Every time I work on one of these I am reminded of how important it is to always have a sense of where you are going. I also know how easy it is to get caught up in day-to-day issues that are frequently at odds with longer-term goals.

By Tim Smith
On Aug 16, 2013

Contact Center Bolt-Ons Revisited

Friday, August 16, 2013

A couple of weeks ago I wrote about the idea of bolt-on applications that are available to enhance contact center capabilities. At this point I’d like to mention a couple that are interesting to me. These are not vendor endorsements; these are ideas and products that can make some sense when building out contact centers.

By Tim Smith
On Aug 13, 2013

Thoughts from Nemertes Navigator 360 Conference

Tuesday, August 13, 2013

The primary theme of the Nemertes Navigator 360 conference held last week was innovation. As we presented ideas and discussed innovation with enterprise and vendor leaders, a number of common themes emerged.

The first idea that resonated with me is looking at innovation in small steps as opposed to grand ideas. A series of small steps, whether they are in process or technical areas, can deliver significant benefits without the temporary disruptions that bolder initiatives sometimes create.

By Tim Smith
On Aug 02, 2013

What Makes the Difference in Collaboration?

Friday, August 2, 2013

All of the unified communications (UC) vendors and a number of others are bringing all kinds of collaboration products to market. But what factors are important to making collaborations truly effective? As I’ve listened to various briefings on the topic several things stand out for me. First, high quality audio is an absolute must. Everything breaks down if somebody can’t hear or can’t be heard. Second, if it’s going to be a video session, it better be easy to set up and not take the first 15 to 30 minutes just to get everyone in sync. And please, no calls to the “IT guy”.

By Tim Smith
On Jul 26, 2013

Are We Really Paying Attention to TCO?

Friday, July 26, 2013

I have been doing quite a bit of total cost of ownership (TCO) work lately and I have once again become a strong believer. I would also guess that nobody would ever say that they don’t believe in taking a TCO approach to decision making. But, do we all actually take the time and invest the effort to truly understand all of the important dimensions of cost (capital, implementation, licensing, maintenance, etc.) involved in our projects?

By Tim Smith
On Jul 19, 2013

Contact Center Bolt-Ons

Friday, July 19, 2013

The number of bolt-on applications that are available to enhance contact center capabilities intrigues me. This whole idea makes me think about the state of contact centers in general and how they will evolve. Some of Nemertes latest research shows that the movement to cloud-based contact center capabilities (ACD, IVR, etc.) remains agonizingly slow with over 70% of surveyed enterprises saying they have no plans to move to cloud. Contact centers in some ways seem to be stuck in a dedicated server, proprietary software, brick and mortar state of being.

By Tim Smith
On Jul 05, 2013

Mitel Coming on Strong?

Friday, July 5, 2013

I recently I had the opportunity to attend the Mitel Business Partner Conference.  The event was part trade show, part channel support and networking event and (small) part analyst briefing.  Throughout the various general sessions and breakouts, several themes continually received emphasis and I have to give Mitel credit for consistency of message if nothing else. The challenge for them will be whether they can generate real growth.

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