September 14, 2010
Presence Technology's Lucy St. Philip on Communications Trends
By Erin Monda, TMCnet Contributor
TMC representatives recently spoke with Lucy St. Philip of Presence Technology (News - Alert). We discussed trends in the communications market, the growth of social media, and other IT industry developments.
Our conversation was as follows:
St. Philip: Social Media and Hosted Solutions are the most significant trend because companies are changing how they reach out new customers, while keeping current customers happy. The main goal is to innovate while maintaining low operational costs.
TMC Representative: What is the one product or service the market is most in need of?
St. Philip: Presence Technology offers Contact Center services as needed, either on site, deployed as a Hosted Contact Center service, or in a combination of both, Presence All-In-One Suite offers the same technology to satisfy your needs. Presence Hosted Contact Center is the best choice to align your technology to your constantly changing demands.
TMC Representative: How is your company leveraging the growth of social media to enhance your own business?
St. Philip: We have a product that has opened a new communication channel between Contact Centers and their users. This solution connects clients through social networks and it standardizes the interface between these channels – tweeting, blogging, or even instant messaging – with no need to change the Contact Center’s current features, and at no increase in operational costs.
TMC Representative: Nearly every phone manufacturer is now adding support for wideband codecs. Will we finally see widespread HD voice deployments in 2011?
St. Philip: These new codecs are very interesting and they will be implemented on some applications but we don’t believe they will be widespread next year. Overall, if this technology is not yet supported from one or both ends, then there is no real benefit to using HD voice deployment.
TMC Representative: What are your thoughts on the viability of mobile video chat or conferencing?
St. Philip: It is very uncertain if 3G networks have sufficient capacity to support all the possible users. In Europe, this technology has been implemented for the longest time, however, the cost is quite high and the demand for this service is not very popular. We believe cost of the service will dictate both use and demand.
St. Philip: We believe that open platforms will be the ones to grow in the market place. A key factor to determining success is the ability of the OS to be implemented in different mobile handset brands and different telcom providers. Based on this premise, and considering the number of applications built for these systems (free or purchasable) we believe Android has the capacity to become the market leader.
TMC Representative: Some have suggested wireless networking will soon replace wired networks in the enterprise. Do you agree? Why or why not?
St. Philip: Wireless networking has some security and capacity limitations over wired networking. We consider wireless as a complement to wired networking.
TMC Representative: What impact has the growth of cloud-based services had on your business?
St. Philip: We have found a great opportunity to do business with companies who need flexibility and low TCO during their growth process. We believe in this model as users and manufacturers, as we have been developing new ways to optimize costs.
St. Philip: We believe that Internet has created a free public space. If the Internet were to become private, we could revert to the hosted model. This free public philosophy has made it powerful enough.
St. Philip: Our Presence Social Media and Presence Hosted Contact Center. Presence Social Media integrates, via a single interface, a variety of tasks, such as blending, automation, sorting, management, interactions and back-office task control and reporting, as well as any communication through social networks.
TMC Representative: What is the one technology development that will have the greatest impact in 2011?
St. Philip: The biggest impact will be Social Media integration with company’s systems, involving, not only marketing, but all of the resources available to them.
To find out more about Presence Technology, visit the company at ITEXPO West 2010. To be held Oct. 4 to 6 in Los Angeles, ITEXPO is the world’s premier IP communications event. Visit Presence Technology in booth #234. Don’t wait. Register now.
Erin Monda recently graduated from W.C.S.U. with a degree in professional writing. She primarily writes about network technologies, including cloud computing, virtualization and network optimization, however she also has a focus on E911 technologies and legislation.
Edited by Erin Monda