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Ted Schadler serves CIOs. See the full Analyst bio.
Visit Forrester.com to learn how we make CIOs successful every day.
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Posted by Ted Schadler on February 19, 2013
Sadly, I'm not in San Diego this week to hear Tony Bates' keynote coming out speech in person. (Well, happily, actually, as I'm skiing with family in Vermont -- great snow today!)
But I do have context on this announcement as I've been analyzing both the consumerization brand, Skype, and the enterprise brand, Lync, for years now. When Microsoft did the Skype deal going on two years ago, I posted on Microsoft's opportunity to bring Skype values to Lync customers and deployments as it has acquired a consumerization brand, a cloud service to sell, and a chance to do B2B communications properly.
At a glance from afar, it looks as if almost two years later, Microsoft under Microsoft Skype president, Bates, has kept its eye on this prize. What I see from Vermont is that Microsoft is in fact:
The proof will be in the execution, of course, so it's a bit early for Microsoft or you Lync-loving IT shops to declare victory. But at least in this announcement and at the well-attended Lync conference, Bates and Skype + Lync appear to have finally had their coming out party. Bully for them. Let's all keep Microsoft honest by keeping the bar high for executing smartly.
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Comments
Terrible training for support representatives
Incompetent customer reps. They are ot required to know windows 8. Problems are terrible, resulting in undoable written instructions. They refuse to answer an answerable question. Before being bought by Microsoft, customer support was helpful. Now it is miserable. I competition surfaces, I'll have no choice but to switch.
Wow, bummer to hear that
Anybody else have challenges with the new support team? I suspect Microsoft would want to hear more to help them identify what's not working and how to improve it.
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