There's an interesting article in eWeek titled "Unified Communications Adopted in Parts by Many Companies" (you can find it here). The author touches on a series of interesting findings that validate my view that UC adoption is more effective in the context of enriching business processes to enable people to collaborate or to participate more effectively or, as we like to say, in the context of CEBP.
First, the author quotes Mathias Machowinsky, an analyst with Infonetics, who says UC can mean whatever you want it to mean. This is a good thing because no two companies do things the same way--well, they do but they don't. Case in point: all banks do loan origination but the people and the corporate culture of individual banks influence the way loan origination is actually executed. Those nuances are the reason collaboration and communication services may be needed (or not) to enhance the business process. This falls well in line with our view of CEBP: you don't do CEBP with a closed product; you need a platform flexible enough to allow you to do what you need.
Secondly, Machowinsky recognizes that multi-modality is key and he points out that there is no absolute definition for the most commonly used modes of communication; that each company has different requirements and that choices depend on need. Moreover, that choices are driven by the needs of day-to-day operations. Again, well in line with our vision. I've always said CEBP is driven by line-of-business, not by IT.
Then the author goes into whether UC solutions require a PBX. I say it depends: if there's a PBX in place, a sensible UC solution should leverage that investment and integrate with it to help the customer get the most out of it. From a CEBP perspective, what's needed is the ability to call a person, not a location or a device, in order to minimize or eliminate human latency. So, what matters is the ability to integrate with what's in place and with what people use.
I find it interesting that, in the article, a Chicago-based company decided to adopt Microsoft's UC solution integrated with an Avaya PBX but they still use an external audio conferencing service "...for investor calls where you may have a few thousand people." From a CEBP perspective, scalability and availability are crucial. Once you move from BP to CEBP and your corporate culture internalizes the new modus operandi it's hard to go back. It's like going back to a 2,400 baud modem after experiencing broadband.
Overall, I think it's a good article. It validates some of the principles upon which we've built our CEBP strategy and confirms many of the trends we're seeing in various industries. It's a good read.