- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- PilotHouse - UCC
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
Microsoft Lync Reality Check
Driven by the ability to integrate with existing Microsoft applications and licensing agreements, Microsoft Lync continues to gain traction in the enterprise telephony market, with the percentage of IT leaders saying that they are adopting it for telephony doubling from 2011 to 2012. Adopters remain largely bleeding edge in their views toward technology, and senior-level executives most often drive adoption decisions. Those choosing not to deploy Lync for voice primarily cite their investments in alternative technologies as justification for their decision. Almost half of those deploying Lync plan to, or are evaluating the potential of, extending it to mobile devices. But mobile UC plans for those implementing Lync for IM/conferencing and other vendors for voice are becoming increasingly difficult due to the lack of mobile end-point integration options.