Going into this conversation, you may not yet fully appreciate the danger you are in Half way through it, I hope you have a healthy sense of fear of what MSFT has set out to do to you At the end, you should know exactly how to stare them down at any customer or prospect!
Can A PC Make A Good Phone
Can a PC Make a Good Phone?
<ul><li>The purpose of this document is call attention to some of the differences an Organization is likely to experience should they opt to utilize PCs as voice user end points in lieu of Telephones </li></ul><ul><li>This will be done in two general areas of discussion - </li></ul><ul><ul><li>User and Caller Ergonomics </li></ul></ul><ul><ul><li>PC & Server Technical Reliability </li></ul></ul>
<ul><li>Will the PC be plugged in and running when a call comes in, the user wishes to call a client, or he is supposed to host a Conference Call at the top of the hour – or will it be in the Briefcase because the train ran 20 minutes late, there was traffic on his commute or he got sidetracked with a co-worker before getting to his own desk or office? </li></ul>“ Taking Care of Business”
<ul><li>Will the PC really provide acceptable sound quality for conversations with clients, , prospects, opposing council, law enforcement, doctors, specialists and others where “getting it right” can literally be a matter of life-and-death or success-or-failure of a high value project? </li></ul><ul><li>This can be especially problematic if the preferred method of connectivity is a Bluetooth Wireless headset </li></ul><ul><li>And, imagine if 12 people are participating in a Conference Call, and all 12 are on Bluetooth! Can’t you already tell the callers on cell phones on your Con Calls today? Imagine if everyone was calling in with that quality of connection! </li></ul>“ Can You Hear Me Now?”
<ul><li>How will this interact / interfere with your PC Security requirements? </li></ul><ul><ul><li>Has your screen saver kicked in? </li></ul></ul><ul><ul><li>Is the PC locked? </li></ul></ul><ul><ul><li>Has it gone to sleep? </li></ul></ul><ul><ul><li>Will you need to change your Policies? </li></ul></ul><ul><ul><li>Will you need to get biometric – equipped PCs? </li></ul></ul>“ Do You Need a Wake-Up Call?”
<ul><li>Will all your users want to give up their desktop phones? </li></ul><ul><li>Will they all want to use a headset? </li></ul><ul><li>Will they be happy using their Cell Phones for important calls when their PC is not up-and-running? </li></ul>“ Who Says I Don’t Deserve a Phone?”
<ul><li>Many Avaya, Cisco, Nortel, Siemens, etc. Phones have been known for MTBF’s of 10 to 15 years….even longer in some cases. If they do break, they can be replaced in a matter of minutes </li></ul><ul><li>What will the impact be in resource drain and added cost on your IT Helpdesk when the only voice end-points users are provided by the Organization are unavailable on a more frequent basis? </li></ul><ul><li>What kind of frustration will your user community develop – and who will they blame? </li></ul><ul><li>What might the costs be in the form of lost Productivity and Customer Satisfaction? </li></ul>Why go BACKWARDS? Who Benefits from that Idea?
Technical (Un)Reliability A McKinsey study estimated that 44% of firms experience a notebook hard drive failure rate of 5% to 10% annually, while another 37% suffer more than 10% notebook PC hard drive failures per year. In just the U.S.,140,000 Hard Drives crash every week!
Technical (Un)Reliability What is the value of a USB-connected Phone when a PC is inoperative? X For many Organizations, when a PC is out-of-service, it takes two to five days to have it repaired or replaced – at least at non-HQ locations
In my case, downloading, updating and rebooting the PC took 25 minutes. That’s more time than I can personally remember my phone being unavailable over the last 10 years!
Would this cause some of your users to Reboot their PC in the middle of their work day? Perhaps another 15 to 25 minute inconvenient (costly?) loss of connectivity?
How would IT or the User know if calls could have been received or made while the system was dealing with recovering from the serious error?
Perhaps your Organization pushes and automatically updates your PCs at “off-hours” – but as a global Firm, how can you be sure what hours your individual Professionals are actually “off”?
Will your users want to see / deal with this when they need to make or take a Customer’s Phone Call?
PC Problems might not be caused by many Applications! What happens when this pops up at 10:00 PM on a Sunday nite in NYC just before needing to make a call to Hong Kong (where it’s Monday morning)?
Do you provide home business lines for some of your Users? If you take them away based on “my PC is my Phone”, then what happens if the PC is fine, but connectivity to HSIA, the Wireless Router or the VPN is unavailable? HSIA = High Speed Internet Access
What if you deploy a thin-client solution and it’s Internet Explorer that causes the loss of connectivity?
Could any of this cause some of your users to Reboot their PC in the middle of their work day? Perhaps another 10 or 15 minute inconvenient loss of connectivity?
Who Benefits when everyone’s (PC) Phone contracts the equivalent of Swine Flu?
<ul><li>On the 5 th of May, 2009, while I was in the middle of a Customer Presentation at the our Executive Briefing Center in New York City, I experienced a sudden “Blue Screen of Death” instance on my Laptop PC…..unfortunately, I could not get a “screen capture” of that circumstance………(:o) </li></ul>Technical (Un)Reliability
And, what about the Severs the Applications run on?
<ul><li>Have you noticed that EVERY major PBX manufacturer (e.g. Avaya, Cisco, Mitel, Nortel, Siemens, etc.) has migrated their switches off Windows onto Linux over the last several years? </li></ul>How comfortable are you with the concept of running real-time communications applications on the Windows Server Operating System?