From hype and ROI to system requirements and quality control, communications convergence can be a complex road to navigate. Here are five things you need to know before you begin. 1. Traditional (Analog) PBXs are going the way of the dinosaur. IP based phone systems bring capabilities for new functions that have not been possible, and will enable “Unified Communications” in the future. You need to know what those features are as part of your selection process for a PBX replacement, especially if your PBX is end-of-life. MORE ON Unified Communications Is Unified Communications (UC) on the Technology Manager’s Radar? How to Get the Most From Unified Communications 2. You need to be ready to address business ROI opportunities for UC technologies once they are identified, or confidently tell technology-enamored business partners that there is no ROI, at least for now. 3. Consumer phone options are delivering e-mail-enabled voice mail as an option for residential use. This is voice mail that is either delivered as an audio file to e-mail, or as speech-to-text. You need to know that those expectations will come into play for organizational phone and e-mail system. Other technologies, such as instant messaging, call routing options (follow me), consolidated phone numbers (wireless and wired), wireless IP phones, and conferencing options (meet me—video and audio) will drive future innovation. You need to manage innovation and new technology opportunities in a planned, architected approach, using IT governance techniques. Manage user expectations before they get hyped by the vendor. 4. Microsoft and Cisco are in a pitched battle to become heir apparent to the Avayas, Lucents, Nortels and Siemens of the world. You need to be familiar with what is hype and what is real in order to be an informed IT buyer. 5. Most of all, you need to make sure any innovation happening in the phone/telecom space does not impact voice service levels, which in many ways is regarded as the gold standard of reliable technology for most organizations. Jack Santos is an executive strategist at the Burton Group and has more than 28 years of IT executive leadership specializing in bridging the gap between business needs and technological opportunity. Related content brandpost Zero-trust: Why You Shouldn’t Ignore Your Print Environment By Canon Business Solutions Jun 07, 2023 5 mins Zero Trust news Salesforce CEO Benioff shakes up executive team with new hires Six months after the company lost its co-CEO and announced it was laying off 10% of its global workforce, Salesforce’s top team is undergoing a major personnel change. By Charlotte Trueman Jun 07, 2023 3 mins Technology Industry Enterprise Applications opinion Cisco debuts bold portfolio of network, security, and observability solutions and previews generative AI capabilities for Webex and Security Cloud Cisco’s innovative technologies help connect the dots of its network- and cloud-based ecosystem. By Pete Bartolik Jun 07, 2023 4 mins Cloud Security brandpost Help wanted: IT tools and talent for building a multicloud estate Like all trade workers, IT leaders need the right tools and skills to succeed in a multicloud world characterized by application and data sprawl. By Chad Dunn, Vice President, Product Management, Dell APEX Jun 07, 2023 6 mins Multi Cloud Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe