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Media Phones...I Still Don't Get It. 

Posted on 22 Apr 2009 by Joe Staples
Interactive Intelligence
Joe Staples
Anytime I hear the phrase, "I don't get it," it reminds me of the perplexed lady in the original movie Miracle on 34th Street asking the toy department manager why Macey's would have Santa send shoppers to Gimbals. But that doesn't have anything to do with IP communications, now does it? However, it does have something to with confusing a potential consumer with odd behavior by a vendor.

Okay, to my point. Vendors are coming out with high-end media phones. These are wired phones that sit on a business desk. They can connect to the Internet. You can program them. They support add-on applications. They have full keyboards. They support video. Uh...doesn't that sound kind of like the computer you own. The one that sits on or under that same desk? Doesn't it do all those things and more. Oh yeah, and doesn't it have a display that is about 50 times larger than the one on the media phone? And the price of that media phone might be more than what you paid for your powerful computer. So why do you need a media phone? Someone else will have to answer that one.

To be fair I'll even include a photo of one of the devices...I won't give the vendor's name, lest I be accused of picking on them. 

11_9670_086SCWE_3hr by Avaya Inc.

Good looking, I admit. BUT...DO YOU WANT TO SPEND A $GRAND$ ON A PHONE THAT ATTEMPTS TO MIMIC THE FUNCTIONALITY OF YOUR COMPUTER?

What I think you need is a good, reliable inexpensive voice path. Then move all of that fancy stuff into rich clients running on your desktop computer. Makes sense to me...but then again, maybe I still just don't get it.

Joe Staples -- Miracle on 34th Street fan and daytime blogger
 
 
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Tags: Contact Center, Best Practices, Enterprise IP Telephony, Market Trends and News
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Comments


Robert Wakefield-Carl commented on Thursday, 23-Apr-2009
 
While you are correct that having a media phone next to a computer is a bit redundant, having features like video and on-screen applications like scrolling directories are not.  For less than half a $GRAND$, the same company has a very good quality video phone that works well on the ININ system. 


Rob Montgomery commented on Saturday, 25-Apr-2009
 
Great point, Joe. And because you are in the VoIP business, I'm glad you recognize it! We (those of us in the IT world and specifically, VoIP), often forget that the vast majority of end users are not IT folks - but rather are individuals who are doing their jobs using IT.  IT Vendors who live and breath technology often fail to see technology needs through the eyes of users.  Users want a few simple options, not a lot of cumbersome options.


Joe Staples commented on Friday, 1-May-2009
 
Both comments from Rob and Robert give good insight. Thanks for taking the time to comment. Robert, while a simple scrolling directory might make sense on the phone, I still would think putting video on the PC/desktop monitor would deliver more advantages than putting it on the phone. To me, the size of the monitor real estate would be an advantage and using the video hardware for multiple applications would be beneficial. Agree/disagree?


Joe Staples commented on Friday, 1-May-2009
 
One more thought relative to Rob's comment...it seems like when a technology is relatively new in its life cycle, the features that are being added are pretty useful. Once the technology matures, then vendors start adding functionality, almost "because it's cool" or to keep the developers busy. The hardware-based, legacy PBXs are a perfect example. So many of the features are never used, but vendors add them anyway. You're right, users don't want cumbersome options. Simple in many ways and at many times is better. Thanks for commenting.

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