Unlocking the full potential of Microsoft UC

When compared to other unified communications solutions, Microsoft UC offers a number of immediate advantages:

• No additional PBX hardware is needed. Microsoft UC is software-based. Because you don’t have to create an intelligent network from scratch, you don’t have a huge up-front outlay for infrastructure.

• You need fewer people to manage the infrastructure. Microsoft UC runs on your existing Microsoft network, so you don’t have to hire dedicated IT people to manage UC. In many instances, Microsoft UC creates efficiencies that allow businesses to repurpose technology staff to work on projects that impact the business bottom line, leading to additional productivity.
• Microsoft UC is built on proven technology. You don’t have to worry about the unexpected costs and headaches that invariably accompany new technology.

When you compare initial outlay and short-term ROI, Microsoft UC clearly makes a lot of sense. But a look at long-term ROI makes Microsoft UC an even more compelling choice.

Boosting productivity with cost-effective solutions
Because Microsoft is a software company, their UC solution was developed on a software-driven framework. Furthermore, Microsoft has a robust set of developer tools and APIs (application programming interfaces). The depth and flexibility of Microsoft UC means it has the potential to be embedded into a wide variety of applications designed to improve productivity.

For example, CXO was recently developing a dialer application for one of our clients for implementation across multiple call centers. The application tested to make sure that the call routing for each Toll Free Number had been programed correctly. This allows the client to know everything is ready to go so that when advertising is purchased, there is someone ready to take an order on the other end of the advertised 800 number.

Late in the development process, the client came to us with a special requirement: the application needed to be voice-enabled. This could have stopped development cold. However, since we had selected Microsoft Office Communication Server 2007 R2 as the foundation for the application, it was very easy for the developer to add voice recognition.

Using Microsoft UC, we were able to incorporate voice into the dialer application quickly and efficiently. We solved the problem for about $13,000 – about one-tenth the price it would have taken to solve the same problem with traditional telephone tools.

My sense is that most senior decision makers who choose Microsoft UC do so because of the up-front cost-savings and short-term ROI. But the long-term potential for increased productivity, especially for organizations that see the benefit of custom telephony applications and UC-based software integration, is truly exciting.

With time, as they see what it can do, I predict that more CEOs and CIOs will begin to fully appreciate the tremendous long-term potential of Microsoft UC.

–Robert Burnett

Robert Burnett is Principal Systems Architect at CXO Global Solutions.

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