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Global Crossing Takes First Steps in Unified Communications
While most enterprise IT shops today still dont know what Unified Communications really is, information systems leaders at Global Crossing in 2005 had a pretty good idea of what it was and how the company could benefit from it. On Oct. 16, Global Crossing IS leaders will participate in the launch of Microsofts UC platform and demonstrate how their UC implementation via Office Communications Server 2007 and Exchange Server 2007 helped improve worker productivity by streamlining exception handling. To read more about the Microsoft Unified Communications introduction, click here. In trying to transform business processes by automating operational workflows two years ago, Michael Fuqua, senior vice president of IS at Global Crossing, saw that users had to deal with a lot of exceptions, which would take them out of the business application they were working in.
"My teams were building platforms to automate business rules, but there was always some exception to the process. [Users] would stop a process, write down some information, get out of their application, go the phone, look up a person in a directory, figure out who to escalate to and come back to the application later," described Fuqua, in Rochester, N.Y. In looking to UC to streamline that, "I wanted to figure out how to keep that communications activity in the business application itself when the exception happened, solve it then and move along as fast as possible. I basically wanted to embed a communications tool into core business applications," he added. With the aim of using APIs [Application Program Interfaces] to bring the exception communications activities into core business applications, Fuqua and his team evaluated "all the available tools at the time" and chose to work with Microsofts Live Communications Server. "What grabbed us was their strategy and where it was going," said Fuqua. more >>>