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Communications problems solved

Occasionally in this news feed we will highlight items from the Web that are useful rather than overtly newsworthy.

One such item, from IT Proportal, has highlighted issues concerned with implementing unified communications across the enterprise. Indeed, we have covered a number of issues with communications trend already, for example in our item on Bring Your Own Device policies.

The guide highlighted today includes an item on getting out of longer term contracts. This is an issue at many levels of enterprise IT, as the technology moves on so quickly that the service levels agreements in the first instance are out of date before the contract has expired.

One example of this is in the second area in which the article suggests there is an issue: that of Voice over Internet Protocol (VoIP). The suggestion is that contracts are often based on the idea that the user experience is going to be terrible, whereas actually modern technology means it works very well.

Finally, the guide highlights staff unwillingness to adopt technology, which is about making the technology both efficient and appealing.

The answer it suggests for the first two issues is to put core technologies into the contract and leave the detail to be filled in later. We’d go further at New Statesman Tech, and suggest contracts based entirely on outcomes, rather than specific technologies. Outcomes-based technology is starting to appear in the contact centre industry: we can see a future in which the client company’s board outlines what they want to achieve and the technology partner agrees to do so with whatever technologies are best suited to the task as the contract progresses.

We do understand the implications for the technology partner’s supply chain agreements and how this will impact the procurement department’s mindset and way of working. It’s just that, if measuring benefits rather than gigabytes is working in one area, it can only be a short while before it’s seen as the only way of ensuring that a long term contract makes sense.