Just getting the word out about my next webinar with Focus.com. I'll be presenting along with Polycom on the topic of remote workers. This is a big trend that I write about from time to time, and it's worthwhile for employers so long as remote workers have the right tools to be productive. There are many ways to do this - and we'll be examining that during the webinar, and of course, Polycom will have their spin on things as well.
The webinar takes place Wednesday, September 14 at 1pm EST, and I hope you'll join us. All the registration details and the full webinar abstract are here on the Focus.com website.
Friday, September 2, 2011
Thursday, September 1, 2011
Gartner's UC Magic Quadrant Review
This was the topic of our latest UCStrategies podcast. Gartner's Magic Quadrant always gets a lot of attention, and there was lots to talk about here. Each of us in the UCStrategies group has a distinct perspective, and I had a few takeaways, namely:
1. How well Cisco fared considering how voice/telecom-centric their quadrant analysis is, along with the fact that Cisco is so strong in other areas that touch on UC
2. How well Microsoft is faring with Lync considering their lack of voice pedigree. I also noted it was nice to see the report acknowledge the Skype acquisition, which I think is a huge wildcard in this space.
3. Nice to see Mitel get recognition among the second tier vendors; they were the only vendor to fall into the "Visionaries" quadrant - this being a nod to their focus (more like betting the farm) on virtualization.
Lots of good insight all around, and if you want some lively debate about the state of UC, you should enjoy this. The podcast was just posted today on the UCStrategies website - here you go!
1. How well Cisco fared considering how voice/telecom-centric their quadrant analysis is, along with the fact that Cisco is so strong in other areas that touch on UC
2. How well Microsoft is faring with Lync considering their lack of voice pedigree. I also noted it was nice to see the report acknowledge the Skype acquisition, which I think is a huge wildcard in this space.
3. Nice to see Mitel get recognition among the second tier vendors; they were the only vendor to fall into the "Visionaries" quadrant - this being a nod to their focus (more like betting the farm) on virtualization.
Lots of good insight all around, and if you want some lively debate about the state of UC, you should enjoy this. The podcast was just posted today on the UCStrategies website - here you go!
Would you buy a shirt from this man? Remember Woody Allen's "Sleeper"?
If you're a regular reader of my blog, you'll notice something different today. The bots and automated search algorithms that only scour keywords but don't actually read anything won't notice, but if you have two eyes and a brain, you will.
I've been blogging since 2005, and I love to write. Those who know me will know that my blog has never been a commercial venture, and I have this old school Church/State thing about keeping my content/thought leadership separate from the pressures of making a living. For that reason, I've always maintained a separate website for J Arnold & Associates, and that's where you go to learn about my practice and areas of expertise. As I always tell people, my blog is where I do my telling, and the website is where I do my selling. Fair? I think so.
So, what's new today? OMG, there's a banner ad at the top of the landing page! What's that about, and why there an ad here for a... tailor - huh?
Ok, so let me explain. I've never done this before, but am happily giving it a try. Here's the story. I get a lot of inquiries and offers from outside tech/telecom - some of it is way off base, some want to tap into my traffic and some really like my writing.
Generally, I only write about tech/telecom here, but will occasionally write about the Red Sox, Americana, music, film and culture - and I could easily create standalone blogs and write endlessly about any of them. Any sponsors out there?
A few weeks back, I was contacted by Modern Tailor, and as you can guess by now, they do everything on the Web - a very modern take on tailoring. I'm old school enough that I still like suits and dressing well, although that seems so out of place in telecom. I don't shop online much, but I'm interested in their products, so we're doing a small contra deal.
It's not that big of a stretch, really. My readers are consumers too, and the males buy shirts and suits from time to time. If the ad catches your eye, hopefully you'll click through to their site, and you might even give them some business. In return, I get to try some of their handiwork, and if all goes well, we'll keep it going.
As Harvey Fierstien used to say, "is that so wrong?" Well? I don't think I'm compromising my analyst integrity, and I happen to love nice shirts. No money is changing hands, and we're both trying something new. I'm dipping my toe into the Wild West world of Internet commerce...
So, now for the really big question - would you buy a shirt from this man? I've never understood why people would buy personal attire like clothes and shoes online, unless they knew the fit was good. I've come across a few online tailors like Modern Tailor (mostly for shirts, mind you), so they must be doing something right.
I don't know about you, but the first thing that popped into my head was the scene from Woody Allen's futuristic Sleeper, where he gets fitted for a suit by a robot tailor. If you haven't seen it (or it's been forever since you have), take 90 seconds now and check out the clip.
Nu, so you vant a suit? Plain or fancy? This scene says it all, but I'll close here by telling you my first experience with Modern Tailor was exactly the opposite. They have a great process, a virtually unlimited pallet of options, and the fit was great. If you trust me for my telecom writing, I hope that transfers to Modern Tailor! It works, and I'll be back for more.
That's my story, and if you're still with me, I'll be writing a more detailed review shortly about the process and results so far with Modern Tailor. It works for me, and if you have your doubts, you'll want to read my review.
I've been blogging since 2005, and I love to write. Those who know me will know that my blog has never been a commercial venture, and I have this old school Church/State thing about keeping my content/thought leadership separate from the pressures of making a living. For that reason, I've always maintained a separate website for J Arnold & Associates, and that's where you go to learn about my practice and areas of expertise. As I always tell people, my blog is where I do my telling, and the website is where I do my selling. Fair? I think so.
So, what's new today? OMG, there's a banner ad at the top of the landing page! What's that about, and why there an ad here for a... tailor - huh?
Ok, so let me explain. I've never done this before, but am happily giving it a try. Here's the story. I get a lot of inquiries and offers from outside tech/telecom - some of it is way off base, some want to tap into my traffic and some really like my writing.
Generally, I only write about tech/telecom here, but will occasionally write about the Red Sox, Americana, music, film and culture - and I could easily create standalone blogs and write endlessly about any of them. Any sponsors out there?
A few weeks back, I was contacted by Modern Tailor, and as you can guess by now, they do everything on the Web - a very modern take on tailoring. I'm old school enough that I still like suits and dressing well, although that seems so out of place in telecom. I don't shop online much, but I'm interested in their products, so we're doing a small contra deal.
It's not that big of a stretch, really. My readers are consumers too, and the males buy shirts and suits from time to time. If the ad catches your eye, hopefully you'll click through to their site, and you might even give them some business. In return, I get to try some of their handiwork, and if all goes well, we'll keep it going.
As Harvey Fierstien used to say, "is that so wrong?" Well? I don't think I'm compromising my analyst integrity, and I happen to love nice shirts. No money is changing hands, and we're both trying something new. I'm dipping my toe into the Wild West world of Internet commerce...
So, now for the really big question - would you buy a shirt from this man? I've never understood why people would buy personal attire like clothes and shoes online, unless they knew the fit was good. I've come across a few online tailors like Modern Tailor (mostly for shirts, mind you), so they must be doing something right.
I don't know about you, but the first thing that popped into my head was the scene from Woody Allen's futuristic Sleeper, where he gets fitted for a suit by a robot tailor. If you haven't seen it (or it's been forever since you have), take 90 seconds now and check out the clip.
Nu, so you vant a suit? Plain or fancy? This scene says it all, but I'll close here by telling you my first experience with Modern Tailor was exactly the opposite. They have a great process, a virtually unlimited pallet of options, and the fit was great. If you trust me for my telecom writing, I hope that transfers to Modern Tailor! It works, and I'll be back for more.
That's my story, and if you're still with me, I'll be writing a more detailed review shortly about the process and results so far with Modern Tailor. It works for me, and if you have your doubts, you'll want to read my review.
Wednesday, August 31, 2011
Social Media and Contact Centers - a New Way of Listening
Although you can't tell from their website, the Exony folks have been keeping me busy lately, and the fruits of that will start coming next month. Hey, that's a day away, isn't it? I seem to have missed summer - time sure zooms, and before you know it, I'll be in Austin at TMC's ITExpo. More on that next week, and if you're going, please come to my sessions!
So, I've been doing a fair bit of ongoing research about the impact of social media on the contact center, and my latest set of insights was posted today. This is the third instalment in a series I've been writing from my research, and one more piece is in the works now.
My focus here is how social media requires contact centers to listen in new ways, both literally and between the lines. Aside from being new, social media has many nuances, and it's not enough to just take every tweet or IM at face value. This type of content may often be sparse and brief, but much like body language, it's often laden with unspoken meaning - and that's what makes it social.
Enough preamble - it's time to go straight to the article on Exony's website. Give it a read, close your eyes, reflect, and share your thoughts! And then, like a good social media acolyte, re-tweet this to 10,000 of your closest friends.
So, I've been doing a fair bit of ongoing research about the impact of social media on the contact center, and my latest set of insights was posted today. This is the third instalment in a series I've been writing from my research, and one more piece is in the works now.
My focus here is how social media requires contact centers to listen in new ways, both literally and between the lines. Aside from being new, social media has many nuances, and it's not enough to just take every tweet or IM at face value. This type of content may often be sparse and brief, but much like body language, it's often laden with unspoken meaning - and that's what makes it social.
Enough preamble - it's time to go straight to the article on Exony's website. Give it a read, close your eyes, reflect, and share your thoughts! And then, like a good social media acolyte, re-tweet this to 10,000 of your closest friends.
Thursday, August 25, 2011
The Future of the PSTN
How's that for a big topic? I think about it a lot, but its demise looks increasingly inevitable, especially the way the FCC is talking these days. Much like the railroads, when the system becomes too expensive to operate, the operators start making noise and giving reasons why it needs to be scaled back or done away with altogether.
I can see this unfolding at some point, but am also of an old school mindset that says the PSTN still has value - it just needs to be reinvented. Back in the 50's, when the U.S. Interstate highway system was built, it provided a huge boost for the auto industry, and train service has been on the decline ever since. In essence, the highway was simply a better way for people to travel, and the same argument can be made for why landlines are rapidly giving way to VoIP and mobility.
However - the trains run just fine, thank you, and in some markets have regained their appeal - especially where the highways have become way overcrowded and add a lot of stress to the daily commute. Of course, providing WiFi sure helps, and for a lot of people, the train is a far more productive form of commuting. I'd like to think the telcos might come up with similar brainwaves at some point, as the PSTN still has virtues - security, hello - that VoIP or mobility simply can't match.
Enough said. I could go on quite a bit here, but it's time to transition this to the podcast. I've missed several of the recent UCStrategies podcasts, but things finally worked out for this week. So, if you want hear how our group is weighing in on this topic, you can give it listen now. What do you think?
I can see this unfolding at some point, but am also of an old school mindset that says the PSTN still has value - it just needs to be reinvented. Back in the 50's, when the U.S. Interstate highway system was built, it provided a huge boost for the auto industry, and train service has been on the decline ever since. In essence, the highway was simply a better way for people to travel, and the same argument can be made for why landlines are rapidly giving way to VoIP and mobility.
However - the trains run just fine, thank you, and in some markets have regained their appeal - especially where the highways have become way overcrowded and add a lot of stress to the daily commute. Of course, providing WiFi sure helps, and for a lot of people, the train is a far more productive form of commuting. I'd like to think the telcos might come up with similar brainwaves at some point, as the PSTN still has virtues - security, hello - that VoIP or mobility simply can't match.
Enough said. I could go on quite a bit here, but it's time to transition this to the podcast. I've missed several of the recent UCStrategies podcasts, but things finally worked out for this week. So, if you want hear how our group is weighing in on this topic, you can give it listen now. What do you think?
Tuesday, August 23, 2011
Oh Blogger, Where Art Thou?
Just popping in to say I'm still here! This may be the longest stayaway since I started blogging back in 2005, but I'll get back to posting this week. Been away on vacation, and that 100% means no blogging. More importantly, I've been busy on projects, and have just completed a pair of white papers for a vendor most of you will know that should launch any time now. I'm also in the final review phase for another white paper with a major IP comms provider that all of you know and use. Finally, I'm in writing mode now for yet another paper in the video space that will be out in early September.
Aside from that, my regular writing continues on both the Exony and ADTRAN portals, and one of those is about to ramp up later this month. I also have a number of proposals pending for new projects, so the pipeline is looking pretty good going into the Fall. Speaking of that, TMC's ITExpo is now just a few weeks away, and I'll be busy there, moderating three panels.
We may be in the home stretch of summer, but the work goes on. Last week was a good recharge, and I'll be back to blogging and tweeting soon enough.
Aside from that, my regular writing continues on both the Exony and ADTRAN portals, and one of those is about to ramp up later this month. I also have a number of proposals pending for new projects, so the pipeline is looking pretty good going into the Fall. Speaking of that, TMC's ITExpo is now just a few weeks away, and I'll be busy there, moderating three panels.
We may be in the home stretch of summer, but the work goes on. Last week was a good recharge, and I'll be back to blogging and tweeting soon enough.
Thursday, August 4, 2011
ITExpo, Austin - 39 Days and Counting...
I don't usually talk up my next conferences this soon, but things are ramping up now for my participation in the next ITExpo. Regular followers will be familiar with my long history with TMC, and this expo should be pretty cool.
The West edition of their show has been in LA the past few years, but 2011 marks a shift from there to Austin, Texas. It's always great to be part of a change, and as a bonus, I've never been to Austin. That in itself is reason to be jazzed, since Austin is one of the top spots anywhere for two of my big passions - live music and food. More specifically, ribs, BBQ and the blues. Yahoo!
Back to work now. The ITExpo is a short 39 days away, and if you haven't made plans yet, you should check out the conference agenda here. I'll be talking more about the program and speaker highlights in upcoming posts. As usual, I'll be busy moderating - am running three sessions - two on contact centers and one on UC:
- Wed. at 9am: UC Unleashed
- Thurs. at 9am: Hosted Customer Care Trends/Drivers
- Thurs. at 11am: Harnessing Multichannel Customer Service Tools
Along the way, TMC will be doing various things to build momentum for the Expo, and I'll be participating during their Editor Day on Monday. I was also just interviewed by TMC for my thoughts around key trends in UC, and the article was posted earlier today. You can read it here, and if you come see me at the Expo, you'll get a more complete picture of what I'm seeing - not just from me, but my session speakers as well. After that, if you're into the blues, let's go on the town.
The West edition of their show has been in LA the past few years, but 2011 marks a shift from there to Austin, Texas. It's always great to be part of a change, and as a bonus, I've never been to Austin. That in itself is reason to be jazzed, since Austin is one of the top spots anywhere for two of my big passions - live music and food. More specifically, ribs, BBQ and the blues. Yahoo!
Back to work now. The ITExpo is a short 39 days away, and if you haven't made plans yet, you should check out the conference agenda here. I'll be talking more about the program and speaker highlights in upcoming posts. As usual, I'll be busy moderating - am running three sessions - two on contact centers and one on UC:
- Wed. at 9am: UC Unleashed
- Thurs. at 9am: Hosted Customer Care Trends/Drivers
- Thurs. at 11am: Harnessing Multichannel Customer Service Tools
Along the way, TMC will be doing various things to build momentum for the Expo, and I'll be participating during their Editor Day on Monday. I was also just interviewed by TMC for my thoughts around key trends in UC, and the article was posted earlier today. You can read it here, and if you come see me at the Expo, you'll get a more complete picture of what I'm seeing - not just from me, but my session speakers as well. After that, if you're into the blues, let's go on the town.
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