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Collaboration Killed the Handset - Evolve IP - ContactCenterWorld.com Blog

Collaboration Killed the Handset

I have worked my entire adult life - more than a quarter-century - in tech. Specifically, 26 years in what used to be dubbed “telecommunications.” I started with what was originally a competitive long-distance provider who later got into local telephony, then data networking (remember Frame Relay?) and then what was the beginning of the Internet as we know it today, and more. It was there that, in 2003-ish we got into Voice over IP (VoIP).

Then in 2007 I took a leap of faith along with some coworkers and launched a start-up cloud service provider, a couple of years before it was even called “the cloud”. In the 13 years since we began, we’ve grown from a few of us huddled in a tiny make-shift office to a multinational company with about 400 associates. Not only have we experienced tremendous growth, we have also seen our business, products, and industry morph to the market demands.

I consider myself a networking guy with experience in numerous different technologies, but my career has mostly focused on real-time communications — telephony, VoIP,  video, Unified Communications (UC), Contact Center, and nowadays Collaboration. And that’s why I never thought I would do what I did this week.

I permanently removed the phone from my desk.

What? A phone-guy removed his handset? Yes, I did. And guess what, it’s pretty liberating!

Now, I realize this is not exactly groundbreaking. People have been using softphones and apps for quite some time. But until recently I needed that desk phone, and the quality of soft-phones were, frankly, iffy. But no more. Now I regularly hold video conference calls with people around the globe using a Collab client.

You see, we’ve jumped in on Collaboration. All in. And while we believe Collab is the future of communications, we also know that not every user needs the full monty, some just need dial tone. But the major players in Collaboration — Microsoft and Cisco — only fill part of the communications need so we’ve tightly integrated Collab with our cloud PBX and are working on doing the same with Contact Center.

There are physical (“hard”) phones that work with the Collab offers, and I did trial it that way, but I found myself using the soft-client 95% of the time, and the mobility of that, coupled with my virtual desktop, made it just too easy to be able to work that way anywhere.

Yep, I’m a GenX, old-school phone guy without a phone. Welcome to the brave new world.

Check out the full blog here:

Source: https://www.evolveip.net/blog/collaboration-killed-the-handset

Publish Date: February 5, 2020


2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
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