The Future of the PBX in the UC Marketplace

Art Rosenberg 4/12/2010 9:49:34 AM

I'm sorry that I wasn't able to join you all in discussing the future of voice telephony and the future of the PBX. There are many things things that are in the process of change that will make the role of a voice-only PBX much different than in the past. These include: - Software-based functionality - IP-based network connectivity - Multi-modal User Interfaces and device independence that enables voice and text flexibility - Shift from manual contact initiation to more automated "contextual" contacts initiation - Shift from "person-to-person contacts" to 'process-to-person" contacts (proactive CEBP notifications and self-service applications) - Presence-based, contextual "click-to-call/IM" options for real-time contact initiation rather than "blind" call attempts.(This will be the big winner for UC taking over from the PBX.) - Use of voice message input but text output for messaging, with recipient options for speech output for text messages in mobile environments The inefficient TUI will disappear, along with the adoption of mobile device independence that will be controlled by individual end users who will use them as both business users and consumers. Desktop endpoints will need consistency and the same flexibility through customized "softphone" interfaces. There are other inter-operabilities taking place in the IP Communications landscape, including social networking, that enhance both person-to-person and process-to-person, that will require the channels to help organizations do the communication integrations between the business process applications and multi-modal contacts with individual end users, both inside and outside of the business organization. That's what UC is really all about! It won't happen overnight, but it sure is starting to happen through "app stores".