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Unified Communications Is A Pipe Dream

Bog RollYou know, I hear this term Unified Communications all the time. It recently came up as I saw the press release of Jajah and CallWave partnering up to “make global communications easier for people and businesses to communicate and collaborate.”

The theory of having all your communication come through one inbox is appealing, no doubt. GrandCentral was on the right track here before Google purchased them and they appear to have stagnated. Maybe they are doing stuff and we just can’t see yet, but when you roll out stuff like gangbusters and go radio silent after being acquired, it doesn’t sit well with users.

Even within the past 24 hours, I get a press release from a company that proclaims they have made all kinds of achievements in the Unified Communications space, bringing together the corporate PBX and the mobile phone. yawn

Anyone who understands the technology knows that unified communications is a pipe dream. Perhaps within a small subset of the possible communication methods, for example the corporate PBX and the corporate-issued mobile phone, it is possible. In the real world, where people actually communicate, it’s not. There are too many ways to communicate and too many parties unwilling to open their networks to allow some unaffiliated third party to create an environment to manage all their communication.

To date, I have not seen a single unified communications “solution”–a buzzword if I ever heard it–incorporate all of the following:

  • SMS (not just sending, but receiving)
  • Skype
  • IM–not just corporate IM, but all public network IM
  • SIP, both outgoing to random SIP URLs and incoming SIP calls
  • Email from multiple locations
  • Social Networking (e.g. Twitter, Facebook, Jaiku)

Until it includes SMS on my mobile phone, which none of the solutions I’ve seen even attempt to deal with, it’s not truly unified. Until it includes Skype–a tool I am using more frequently–it’s not unified. Unless it includes a SIP URL that anyone with an open SIP client can reach, it’s not truly unified. Until it handles all my IM stuff, it’s not unified. Until I can get a unified view of all my email and social networking traffic, it’s not unified.

The truth is, there are so many ways to communicate, it’s downright mind boggling. That’s why, as far as I’m concerned, Unified Communications is nothing more than a meaningless marketing term. Then again, maybe I am missing some facts, or interpreting the term “Unified Communications” in a way that others are not? Feel free to set me straight in the comments.

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7 Comments so far (Add 1 more)

  1. jared,

    you are completely losing me here. i am a grandcentral user for some time; and i just checked the website to be sure. grandcentral DOES NOT support inbound SMS!!

    phoneboy. it is not there yet but the closest thing to what you are looking for is the net2max 1cc service. you get a pbx with sip, iax, and skype all integrated. along with all the major IM’s and a web based email client that you can add POP accounts too, etc. if you do not already have a free account i recommend taking a look.

    spg

    2. spg on January 10th, 2008 at 10:14 pm
  2. grandcentral does support inbound sms - to the extent that it supports inbound calls. you just tell it to which registered phone service you want the sms routed. outbound? well, the issue there is really that when you send an sms, you need to find a way to alter the reply-address, so that a reply will filter through grandcentral. in the same manner, i want to alter my outbound CallerID such that my grandcentral # appears to be the source of all my outbound calls - that way if someone saves my info from their call log, they are saving the number i want them to call in the future.

    sadly, this isn’t in hte hands of grandcentral developers. the best they can do is offer to place the call for you - and they do this. you can goto the site and select a contact to call, grandcentral will then call you and them like so many other services. i hate this method. personally, i just send my contact info to people via SMS as a vCard - now they’ve got my info stored properly.

    by the way, i find that truphone has exceptional voice quality. i agree that gizmo fails in that regard, but it’s not a problem with the spec, its a problem with their implementation. much like having a standard PC that runs horribly slow sitting next to one with the same advertised specs, running much more smoothly. the problem is that gizmoproject connects to the POTS system using a very crummy codec. i’ll repeat myself for clarity, since i seem to be rambling a bit, truphone has amazing audio quality. sadly, there service is only offered to users of highend smart phones. fortunately, buying one of these phones can make your phone bill cheaper, since you can save on roaming and int’l calls. i liken buying a SIP compatible smartphone to paying a premium price for a hybrid car: pay upfront for the future savings, and do the world a favor. in the end, for many people, neither path is much more expensive than the other. if you roam internationally just ONCE with a standard AT&T contract, you would have broken even by buying, say, the Nokia N95 that i use.

    (sidenote: i’ve owned a Honda Insight since April 2001 - my hybrid car analogy came to mind months ago when i signed up for truphone and stopped using minutes on my GSM plan)

    4. jared on January 8th, 2008 at 12:56 pm
  3. What I am looking for is a GrandCentral-like service that actually supports inbound (and outbound) SMS–GrandCentral doesn’t last I checked. I don’t want to have different numbers for different purposes, I want ONE NUMBER and ONE NUMBER ONLY. Isn’t that what these Unified Communication marketers are saying we’re supposed to get?

    I have accounts on Gizmo, FWD, and others. I am all for open standards. More importantly, I am a believer in using what works best. Skype penetrates firewalls, works over proxy servers, and flat out sounds better than anyone else. Not a single one of the other solutions out there that supports “open standards” even comes close on any of these areas. When one of these other services steps up to the plate and starts offering the same quality of service that I get from Skype–in the three areas I mentioned–I’ll be one of the first to shout it over the rooftops, believe you me.

    5. PhoneBoy on January 8th, 2008 at 11:29 am
  4. you want your phone calls integrated with your social networking? wow - thats not for me, but i’m not a big fan of social networking in the first place i suppose.

    i just thought i’d chime in regarding SMS - i’m not sure that this is what you meant, but it’s the best i could figure from your post: truphone gives SMS over IP, just like voice over ip, SMSoIP is free from one truphone user to another - or it costs some $$$ to send to a normal mobile phone over GSM or CDMA. i use it - matter of fact, i’m heading to serbia for a week in februaury and i’m having my grandcentral number forward inbound SMS to my truphone # instead of my normal GSM because, well, i won’t be bringing my sim card with me. i wont need it. i’m going to have 100% free calls back home to the USA while i’m gone, and i’ll send and receive SMS for, i think it was $0.15 each. not the cheapest rates, but for short term use its admirable.

    oh, and skype? are you crazy? you demand a SIP URL for any open SIP client to connect from - which is good - but also demand a proprietary hack of SIP to also be included? how about this: stop. using. skype. switch to ANY sip-compatible service. gizmoproject, truphone, whatever. just use SIP to start with and, well, be happier. if you switch to gizmo, and get the other end to switch as well, then even your calls from gizmo to their POTS numbers will be free. yeah, check it out. skype is a bad thing for the VoIP industry. it is preventing other (superior) service from attaining the limelight they should have.

    just my 2 bits.
    -jared

    6. jared on January 8th, 2008 at 11:09 am
  5. @A.T.: That ad was in my RSS feed, can’t blame Facebook for that one.

    7. PhoneBoy on January 8th, 2008 at 11:06 am
  6. My sentiments exactly. 2008 will be another year of UC hype but little reality, at least for the vast majority of us outside a walled corporate IT garden.

    8. Jeff on January 8th, 2008 at 10:41 am
  7. you know what Facebook put under note, imported from this blog entry? nice link to jitterbug dot com . On one hand, to FB honor, they said it is ADVERTISEMENT, but they had called link (I quote) “Advertisement: Emergency Cell Phones”. And you know legal side of naming/advertising a mobile phone as EMERGENCY PHONE… ;) And that jitterbug thing, they are like Vertu, only cheap ;) By saying “like Vertu” I mean not decor but service behind it :) It looks like Samsung is ready to go that far in order to gain more market :) I wonder what our marketing does in that dimension? and had anyone thought to make nice trick on challenging jitterbug to hold a promise? :)

    9. A.T. on January 8th, 2008 at 2:58 am

2 Trackbacks

  1. Kramer auto Pingback[…] PhoneBoy Dameon Welch-Abernathy finds the term somewhat overhyped in his recent post "Unified Communications Is A Pipe Dream": […]

  2. By Skype Journal on 9 January 2008 at 6:05 am

    links from TechnoratiUnified Communications” has been tossed around as if it is some form of “holy grail” for a communications offering. PhoneBoy Dameon Welch-Abernathy finds the term somewhat overhyped in his recent post “Unified Communications Is A Pipe Dream”: Anyone who understands the technology knows that unified communications is a pipe dream. Perhaps within a small subset of the possible communication methods, for example the corporate PBX and the corporate-issued mobile phone, it is possible. In

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