Challenges facing VoIP / UC industry

Posted by Kimberley Drobny, Vice President, Marketing

May 10, 2016; 3:00 PM

Unified communications promises to increase employee productivity and customer satisfaction, empower Bring Your Own Device (BYOD) programs for mobile access and minimize expenses. However, the question remains if UC has really delivered on its promises.

Q: What are some of the challenges that might keep the market/users from truly experiencing the benefits of unified communications?

There are several main challenges keeping the potential benefits of UC from being realized:

  1. Non-integrated solution development
    The problem occurs when systems, phones and services from different companies are loosely integrated together. This causes the user to miss key features and functions that would enable a truly unified system.

ESI’s solution to this problem is to deliver an end-to-end solution that is fully integrated from the desktop phone to the web-based dashboard to the mobile device. Intelitouch enables all of these devices to stay in sync with each other.

  1. Simplistic deployment and support approach
    There is a lack of proper implementation support for the average customer, as they are left to install and manage their own systems. We have found a large gap in post deployment support and training for new customers, which leaves many of them frustrated with their new phone system and makes it hard for them to adopt the key features that they purchased the system for to begin with.

ESI takes a high-touch approach and offers onsite support for customer installations as well as ongoing training after the sale. In addition, our phones are equipped with an eHELP button. Once the button is clicked, the user instantly gets an email with links to relevant videos and tutorials. In addition, ESI sends monthly “Did you know?” emails with information on how to take advantage of useful and popular phone features.  

Q: What are some of your high-level thoughts on changes you think we may see in the future?

Mobile device management  will continue to grow in importance as businesses focus on how to keep employees connected to the office. Desk phones will not go away, but they will be required to change and evolve to meet changing behaviors and to support the ways we are now conditioned to communicate via our smart devices.

Our approach is to create a portfolio of desk phones and devices that support the mobile experience. Applications that provide the usability we all expect on our mobile devices will now be put on your desktop in the new ePhone series from ESI.

Q: What has been the biggest factor in the decision to model the new desk phones to imitate the mobile experience?

We have watched as competitors have taken the web-based dashboard and pushed it onto the mobile device. The result has been low adoption, poor performance and a general lack of useful features. By instead taking the opposite approach and modeling desk phones to imitate the simplicity of the mobile experience, we offer a simple way to maintain business contacts, stay connected to the organization and see in real-time the presence of business contacts.


Learn more about ESI by going to our website 

Topics: Cloud Communication, Voice over IP (VoIP), Unified Communications (UC)