There has been a significant amount of technological convergence in the enterprise recently. Much of this has to do with the changing nature of consumer devices. Smartphones are much more powerful than their predecessors - the PDA and the cellphone - and in many ways they even have some old desktops beat in terms of capability and usefulness. Mobile devices have married many tools and channels together in a powerful way. As a result, business phone systems and other related platforms are becoming the clear territory of the IT department.
No Jitter managing editor Beth Schultz believes that enterprise IT departments need to build "centers of excellence" around communications applications. IT leaders need to be pushing for new developments in business communications systems, whether they be made up of adapted legacy circuits and managed on-site or are provided through the cloud.
"The CoE idea isn't new, not even to IT," Schultz wrote. "In fact, CoEs often bubble up around new enterprise technologies. And now, with increasing calls for applying analytics to all areas of the business, including the contact center, and loudening whispers of integrating communications into business apps, the time seems right for forward-looking IT organizations to pull together CoEs and begin influencing how the business thinks about these disciplines relative to the way it communicates."
Communications technology is no longer defined by landline telephone access. People need the kind of wireless, universal connections that only the cloud can provide. IT needs to get onboard and start pushing for cloud communications or SIP phone service in the organizations they serve.