Page 25 - Telecom Reseller JanFeb 2014 Final

Telecom Reseller
25
January/February 2014

mation with human intervention needed
BYRD
infrequently. White glove because each
customer can personalize their experience
Continued from page 4
with the company and product according
launching an online ordering system can to their specific buying habits or use of the
be complicated (depending upon the prod- product. %
uct), allowing customers to upgrade or
add features should be the minimum. PATTERSON
Hosted Unified Communications should be
implemented such that Moves, Adds and Changes can be accomplished by the cus- Continued from page 3
tomer without the need for direct contact by leveraging cloud speed to “enter a new
with the service provider.
market, or develop a new product, or have
Improving customer satisfaction increas- a different segmentation,” without the need
es the number of customer references and “to build a data center over the next 18
positive online reviews, as well as customer months.”
loyalty, while decreasing customer com- Focusing on business outcomes rather
plaints and churn.
than “silent running operations” has led to
To reach the nirvana of support requires “transformational outsourcing,” according
a low touch and white glove approach to PriceWaterhouseCoopers:
to every customer. Low touch in that the “In essence, cloud lets you say yes more
expert resources knowledgeable about often. Imagine that you could green-light
every level of support are engaged via auto-
as many as a half dozen new research and
development (R&D) projects instead of
betting on just one or two.... Rather than
weeks or months, the supporting infrastruc-
ture for a project could be set up in just a few days. That kind of rapid start-up means
companies could try many new ideas,
quickly rejecting ones that weren’t viable
in favor of ones that are most promising.”
For too long, IT managers have had to
concern themselves with issues related to
maintenance and delivery, rather than busi-
ness outcomes. As Gartner documented in
2012, “a disconnect remains between the
way many organizations pursue enterprise-
architecture (EA) and the impact of EA
on the business, which prevents EA from
delivering business value.” Those days
have finally come to an end.
Rather than having to perform the grunt
work necessary to maintain the “locomo-
tive” (infrastructure) pulling the train, IT
managers can now focus on services and
product outcomes that are most wanted by
the “passengers” (customers). This shift
from delivery to business outcomes will
have a profound impact on IT going for- ward, especially as “The Great Thaw”
continues.
What services/solutions will your depart-
ment likely shift to the cloud in 2014?
How will your IT organization drive
more business outcomes in 2104? %

Follow me on Twitter: @Pat_Patterson_V

PERCY

Continued from page 19
mobile platforms to 2 and sometimes 3
Gigbytes of RAM...yes, a mobile device
with 3 gigabytes of RAM?!?
So, what is the impact?

I suspect consumers will be turned off by the browser-flopping required when try-
ing to get WebRTC applications to work.
Consumers have difficulty already figur-
ing out which browser to use with each of
the applications, WebRTC is just going to
make it more complicated.

So where will WebRTC first get
traction?
I wouldn’t be surprised to see WebRTC
first catch on in more controlled busi-
ness communication environments. Places
where the browser can be dictated as part
of a corporate IT policy and is version con-
trolled. Watch for applications in:Corporate
conferencing/collaboration
• Contact Centers (agent side)
• Human Resource Applications
• Education and Distance Learning
These applications also have high-value
associated with the communications fea-
tures, driving adoption and improving ROI
which spurs investment in their develop-
ment and overcoming the browser hurdles.
See PERCY, page 26