As Chief Product Officer, I'm always interested to hear about trends and challenges from the field. Recently, I was fortunate enough to attend the IR Summit in Denver where I got the chance to meet many of our customers and discuss the concerns that are keeping them awake at night. One things that kept popping up was how to effectively manage the complexities of a hybrid unified communication (UC) environment.
Our customers are increasingly investigating options to migrate voice and video collaboration workloads to the cloud. But for most, this journey will take several years due to the size and intricacy of their environments.
Senior IT leaders are already struggling to effectively deal with multi-vendor UC environments. Throw in the additional complexity that comes with managing both on-premises and cloud components, and many are expressing concerns over the potential for lost revenue, damaged reputation and poor customer experiences as they progress along their digital transformation journeys.
For many organizations, adopting cloud-based systems can mean accessing a level of flexibility, efficiency and scalability that traditional on-premises infrastructure can’t match. But it’s not as simple as shifting from A to B. IT managers must consider compatibility with existing architecture, systems and hardware, as well as factors like the cost of implementation, user adoption and security concerns.
At IR, we understand these challenges all too well – we’re facing them ourselves! And we’re doing something about it.
Development of a UC in the cloud enhancement is already in full swing. Our insights, collected over decades of UC support, put us in a unique position to ensure success for our customers, regardless of how they decide to tackle the cloud.
We’re actively working with top cloud UC vendors to ingest data using their API’s to extend the insights available in our solution today. For you, this means true end-to-end visibility, regardless of where your users are homed.
A top priority is integrating Microsoft Teams into Prognosis for UC. We anticipate this being available in Q2 2020, with the availability of reliable data sources being a key factor in our release schedule. Support for additional vendor platforms will follow, including Cisco Webex and Zoom video collaboration.
We’re also currently extending our core solution platform to include new intelligent cloud-delivered services. As well as Microsoft Teams and Cisco Webex, these new cloud services will also ingest data from important on-premises sources such as SBCs, networks, endpoints, co-existing UC systems, Contact Centers, and more.
With over 17 million UC endpoints under management, IR is uniquely positioned to offer new services, such as benchmarking individual customer insights with broader combined data. When paired with the power of advanced machine learning algorithms, the ability to compare experiences and understand the most common shared attributes in successful (and not so successful) environments, will surface new unforeseen insights and anomalies, and new ways to manage them.
The way we connect and collaborate will continue to change. Success will be dependent on reliability, agility and insight.
That’s why our direction is towards continuous intelligence, working with our key partners and customers to deliver products that will service our customers’ evolving needs. It will enable dexterity, capture data and provide a level of information that will allow all of us to go beyond optimizing operational efficiency, and enable organizations to tap into the vast opportunities of big data and AI to evolve their operations and customer experience.
Ultimately, IR exists to help our customers gain clarity and insight in their highly complex, connected world. A world where their customers, don’t care where their collaboration services are delivered from, they just demand that they are simple to use, and more importantly, just work.