- Forrester Councils
- Councils Overview
- log in
Posted by Henry Dewing on November 17, 2010
Today, Microsoft begins life as a real competitor in the enterprise voice space. It has slain dragons (like enabling call access control and E911), faced mighty jousters (Miercom has called Lync a resilient, feature-rich, scalable UC system in their review), and emerged triumphant to compete for enterprise accounts looking for unified communications and collaboration (UC&C) solutions. Microsoft has amassed an impressive list of early adaptors — of both Office Communications Service Release 2 (OCS R2) and Lync — that includes large and small deployments with varied features/capabilities enabled.
Lync required Lighthouse accounts to use a wide array of services at significant scale, so I expect to see big accounts like Marquette University and the Dominican Republic Ministry of Education join current OCS enterprise voice users like Shell, Intel, AT Kearney, and Sprint on Microsoft’s “Customer Success Stories” page. In talking to many early adopters, I heard very few complaints about voice quality or reliability of the solutions, and:
As further proof, I was told that even Microsoft CEO Steve Ballmer has finally relinquished his desk phone and relies entirely on his Microsoft Lync client for all his UC&C needs in the office.
The list of voice capabilities and features in Lync is impressive for a vendor that had almost no voice strategy to speak of just 10 years ago.
Even with this feedback, Micrsooft Lync is not yet the panacea to all enterprise colalboration needs
UC&C buyers have more choices today, but the future is clear — solutions that offer a clear path forward to open, standard interoperability will deliver more results and deliver them faster. The leading vendors that embrace open interoperability (both horizontal and vertical) sooner will gain market share at a disproportionate rate because they will deliver more value.
Are you a UC&C buyer or vendor with opinions about Lync or other UC&C solutions? Let me know what you are seeing, how your deployments are going, and what you want from UC&C vendors.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »