As I discussed in my recent report: “Key Trends: Contact Centers of the Future,” co
Some More Thoughts on Carriers
On Sep 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. This is also a significant opportunity for enterprises to take advantage of “pre-integrated” capabilities and avoid taking on often difficult SI tasks. This certainly does not remove the need for diligence however. I have also experienced supposedly pre-integrated offerings which did not perform well and caused problems for users and thus for the systems integrating carrier. The bottom line is I believe there are opportunities for both carriers and enterprises but, potential buyers should exercise caution – trials are a must! Getting back to the though from the AT&T conference concerning video driving growth. At last week’s Emmy Awards, Neil Patrick Harris made a joke about television saying – “For our younger audience – that’s the thing you watch on your phones!” It certainly speaks to video growth but it underscores the fact that generational preferences are radically changing many parts of IT. I think we always need to remember that the workplace consists of people with 2 eyes, 2 ears and 2 thumbs and they must all be considered because they all will be used.
- Big Data, Analytics and Virtualization
- Contact Center and Customer Engagement
- Cloud Delivery
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security & Compliance
- Unified Communications and Collaboration
According to our most recent benchmark, nearly every enterprises now supports employee use of iPhones and iPads; IT’s hand was forced from consumerization.