Written by; Larry Foster, Head of Product Strategy
The transformational impact of a highly interconnected digital world
Attending the recent Avaya IAUG conference was a clear affirmation that the rapidly changing world of digitally-enabled business has a domino effect. It is driving a sea change in organizations – pressing them to embrace new strategies to retool their communication infrastructures or risk becoming a footnote to competitors.
This interconnected, multi-facet always-on anywhere/anytime/any mode of web-based communications is well upon us. Communication technologies are no longer about hardware or even limited to the software you buy, but rather driven by the creative imagination to build upon web-based platforms to create an engaging experience that helps you improve your relationship with your clients and create a unique competitive edge.
For those unable to attend, I will share my top three takeaway points from the conference:
I’ve spent years in the telecom industry, and attending Avaya’s conferences used to be about checking out the latest hardware innovations – most of which would inevitably require large capital investments, months of planning, testing and tightly orchestrated upgrade and cutover deployments. No more.
Avaya has transformed into a “solutions” company and today’s telecom solutions are all about platform innovations ranging from software Avaya’s SDN Fx™ – software defined networks based on fabric architecture – which provides enhanced cybersecurity, automatic provisioning and faster deployment of services to Avaya’s WebRTC applications that fall under Avaya’s Cloud Application Link.
Organizations transforming from legacy hardware-based TDM platforms to software-defined architectures no longer have to build year-long or even multi-month projects that end up in an all-or-nothing razors-edge flash cutover event from one proprietary hardware platform to another. Organizations will also benefit from repurposing their newly empty switch rooms as they replace the clunky hardware with software that is simply installed and configured on common server platforms in the data center.
A standing joke in the telecom industry used to be “There is nothing unified about unified communications”. Engagement today represents a progression of communication events. Communication in a digitally-enabled business now encompasses every method necessary to facilitate an engaging and productive interaction anywhere and anytime.
As companies work to leverage the multi modes of voice, video, instant messaging, conferencing and email, the results can be disjointed at best and totally overwhelming at times. It is not uncommon to have a call center representative have to bounce between multiple communications tools to solve simple inquires. This type of communication disparity can easily discourage workers that want to get their job done as quickly and easily as possible. WebRTC-based communication is enabled via a browser, so users are no longer tied to geographic restrictions of office-enabled proprietary hardware. That means that communication sessions that start in one mode such as voice can now seamlessly encompass video, desktop sharing and messaging – without ever leaving a browser session. There is no user experience differentiation in using a web browser on your desktop versus your LTE or Wi-Fi enabled mobile device.
Probably the most exciting aspect of the conference was seeing Avaya’s transformation to become a leading web-based platform. Avaya has pushed the previous futuristic concepts of anywhere/anytime Web Real Time Communication (WebRTC) by embedding features like voice, video and directory lookup to allow users to seamlessly extend any web session into a progressive multi-facet collaboration engagement. Avaya accomplished this remarkably quick transformation by building upon key announcements from its 2015 IAUG conference:
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