Before VoIP came along, enterprises had network people and telephony people. These were different groups, nothing to do one with the other.
Deploying VoIP forced these 2 disparate groups to start talking. Eventually they were brought together, VoIP is too much dependent on the network and in turn impacts the network to keep these separated.
VoIP decisions must go along with network decisions.
The new “telephony” people
Last week, while visiting Enterprise Connect, speaking with enterprises and attending some of the lectures, it resonated with me that WebRTC brings once again change to the enterprise. The new communication and service opportunities it offers are no longer telephony or simple VoIP, it introduces new means of communications.
The webification of communications brings the Web, marketing and customer service people to the forefront. They are now those to decide on the “telephony” strategy in their domain.
This fact will further impact structure of IT, marketing, Web and customer service groups. What will be the new structure and the relationship between them is yet to be seen. I predict that those who own the customer experience (especially when this is attached to $s) will have the stronger impact.
IT managers, get ready…
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