To arrange one interview for this article, I sent an e-mail, left a voice mail, telephoned an executive assistant, sent another e-mail, called again and was manually transferred to a cell phone, before, finally, connecting with the interview subject.

Imagine, instead, if I could have opened the Contacts folder in Outlook, clicked on the interview subject’s name, seen through presence that he was available on his cell phone, clicked to dial and then conducted the interview … or, if more than one person were involved, clicked on a few icons to arrange an online audio, video or web conference.

Such is the vision of Microsoft’s new unified communications (UC) solution, described as “VoIP as you are.”With software designed to be integrated with legacy telephone gear,Microsoft aims to deliver streamlined and effective communications across e-mail, instant messaging (IM), voice, data and video, empowering users to find the best way to communicate directly from the applications they use most.

At Microsoft’s UC launch last October, which CRN called a “definitive entrance into VoIP,” Microsoft Chairman Bill Gates said, “It’s our view that whenever (an application) shows the name of an employee, you should see the presence and be able to right click to get in touch with all the different communication modalities … so any application … can benefit.” Jeff Raikes, president of Microsoft’s Business Division, put it this way: “The era of dialing blind, the era of playing phone tag, the era of voice mail … that era is ending.”

The VAR View
What do solution providers think of this vision? Many with knowledge of VoIP and Microsoft’s solution are bullish.

“VoIP demand hasn’t declined, but six to seven years into Cisco’s VoIP push, many of the early-adopter sales have been made,” says Frank Albi, president of Inacom Information Systems, a Gold partner of both Microsoft and Cisco Systems, the VoIP market leader. “Microsoft’s application-centric approach will give clients a reason to dust off some proposals, to look at VoIP again in terms of the productivity gains. The entire market should accelerate.”

Matt Briggs, the director of sales at Cisco voice specialist Single Path, notes the positive impact that UC from Microsoft could have on its consulting business.“Microsoft entering this market has raised the visibility of unified communications,” he says. “Customers are starting to truly understand the benefits of UC, but don’t necessarily understand how Microsoft and Cisco will be intertwined in their technology initiatives. We’re helping people understand that.”

“We think demand for Microsoft’s solution is going to be big,” says Don Wisdom, president of Datalink Networks, a partner of Microsoft and PBX maker Mitel Networks.“It takes applications that users are already familiar with -- like Outlook and Office -- and adds capabilities that should make their work more productive and easier.” Wisdom also likes Microsoft’s strategy of partnering with telephony providers such as Ericsson,Mitel and Nortel Networks.

The heart ofMicrosoft’s new solution is Office Communications Server (OCS) 2007. Though not a PBX, OCS 2007, in concert with Exchange Server 2007, the Office Communicator client, Active Directory and other Microsoft programs, can deliver software-powered VoIP and unified communications (UC) to existing networks. The solution is based on three fundamental concepts:

• Person-centric communications using a single identity: Users communicate with a person; they don’t dial a device.
• Presence-based communications: Users attempt to communicate only with someone who is advertising his or her willingness and ability to communicate at any given moment.
• Streamlined communications: Users can choose the right communications method,move from one communications method to another, and maintain the context (subject, content) across different methods.

Are Customers Ready?
UC functions such as presence, integrated messaging, click to dial and click to conference make sense only if they save clients money, streamline personto- person communications or enhance team collaboration. In a Microsoftsponsored study, Forrester Research gives credence to these benefits. The firm studied 15 early adopters of Microsoft’s UC solution, then compiled the results into a composite study of a 4,000- person digital marketing services company. Projecting results over three years, Forrester found:

• Productivity gains for individuals and work groups
• Lower travel costs due to more effective meetings
• Faster project completion and shortened sales cycles
• Reduced costs for dial-in conferencing and telephone calls

Wisdom points out an equipment cost saving that’s inherent in softwarepowered UC: cheaper phones.“Most IP handsets that sit on desks, with their liquid-crystal displays, are quite expensive, in the $400 to $600 range,” he says. “Software-powered VoIP will allow us to use much lower-cost IP phones, letting the desktop or laptop provide the display and some of the functionality.”

A Likely Scenario
In terms of implementation scenarios, Microsoft advocates “VoIP as you are” solutions,with Office Communications Server 2007 integrated with an existing PBX, either through native integration with PBX partners; or via a Microsoftcertified IP-PSTN (Public Switched Telephone Network) media gateway from a partner. Microsoft considers this option to be attractive because “the integration of a media gateway is significantly cheaper and less disruptive than a PBX upgrade.”

It also can prepare clients for fullblown VoIP in the future. “There’s real value in providing unified communications in the application layer without having to replace existing systems,” says Bryan Bechtoldt, CTO at Inacom. “Once clients realize those benefits, that can help demonstrate the ROI for a full VoIP network upgrade.”

Getting There from Here
Solution providers wanting to capitalize on the new unified communications solutions have several paths to take. There are advantages to jumping in now, getting quickly trained on Microsoft’s unified communications specialization.

Partners experienced in voice technologies warn, however, that datacentric solution providers could face difficulties in integrating voice with Microsoft’s software.“Microsoft’s technology can be learned, but the biggest challenge is rolling voice out to clients,” says Bechtoldt. “If there’s a minute when the dial tone isn’t there, or if the quality isn’t good, clients will be disappointed. UC solution providers will be seeing a lot of configurations for the first time,” he says.

This suggests acquiring voice expertise before embarking on UC solutions -- either by hiring engineers or through VAR partnerships. Voice solution providers will need deeper expertise as well, if only to understand how Microsoft’s solution works with VoIP from Cisco and others. “If a customer who is heavily involved with Microsoft wants to shift some elements of UC to the Microsoft side, we would likely engage with a Microsoft partner,” says Briggs of Single Path.

Whether by attaining new certifications or through partnerships, solution providers who master the new UC landscape can help clients transform their communications and workflow -- an excellent opportunity for solution sales while serving as a trusted business advisor.