An interview with Mexican professionals about unified communications

Translated by Alejandra Castaneda

This translation will by no means strive to exoticize the text as the reader is not searching for better cultural understanding of Latin American business. They require a domesticated text that will make them feel as if Canadian/American business professionals wrote it. The language used in the translated text will need to cater to business standards including a professional and informative tonal register. Nevertheless, since the text was originally an audible verbal exchange of words, the tone may also be conversational and less formal than a strictly written account of ideas.

Elaine and Luis

Elaine Ferreira, Latin American President of Altitude
Luis Terra, Commercial Director of Altitude Software in Latin America

Interviewer –- Elaine, what is the future vision for unified communications?

Elaine – Well, unified communications is a topic that has been talked about a lot in the past little while. In all of the conferences we attend it is a topic of great interest for people. Truthfully, there are many companies that have yet to start using unified communications, but they have is a lot of intention to do so. Look, there are various studies that indicate this is a topic present in companies’ investment plans in the next three years. Truthfully, the main point of unified communications is the idea of mobility, which in today’s world is present in people’s the day-to-day life and also in the Contact Centers. In fact, it gives them more productivity and allows them to work and perform operations “offshore” and other sorts of operations that do not exist there.

Interviewer –- Luis, What is the impact of mobility on unified communications?

Luis – Well, with respect to mobility and in terms of unified communications the impact is very high, considering that the mobile devices today have more and more capability to place applications of high aggregate value. They also allow the end clients to have voice access over IP or other kinds of communications. Companies that own unified communication channels that are free for clients are utilizing this as a form of contact. Consequently, I would say the impact is very high. This is a very very strong tendency of the market and increases the client’s ability to be in contact with the companies and the contact centers through the mobile devices. Nevertheless, there is much discussion over traditional telephones, but the purpose of additional communication channels goes along with the idea that mobile devices are going to be able to accept various communication channels.

Interviewer –- And what are your thoughts on the adoption of unified communications in Latin America?

Elaine- I see that it is starting strong in Brazil, immediately after in Mexico and some corporations, some companies have already adapted in Colombia, in Chile, and Argentina. Last year was a little difficult on a global level, but for this year we have heard of many companies that have already included in their budget working a little more in depth on mobility and unified communication projects.

So, we hope that this year the utilization of this kind of technology is more pronounced than in the past year.

Interviewer — Luis, What developments are you hoping to see in Mexico this 2010?

Luis – Well, Mexico is a country that was also very affected by last year’s crisis. This was not only in unified communications but in general terms. This year we plan on restarting all of the growth projects that had to be halted last year. Then, in terms of room for growth there is talk of between 10 and 20 percent, I believe we will be within this range if we recommence everything that was discontinued last year, as this is the tendency that has been observed even at this event. It has been noted that many of the halted projects have been recommenced and the formation of new projects focused primarily on unified communication. What I mean to say is that whoever already has partnerships with traditional contact centers will now be looking for the movement to or adoption of unified communications.

Valeria Perez

Interviewer – According to your active work in the field of social responsibility,
which story has satisfied you the most on a personal level?

Valeria – The story that has satisfied me the most on personal level has to do with the introduction of non-traditional profiles to the labor market. Particularly, a project dealing with the introduction of labor profiles that are not commonly available. It gave me a great sense of fulfillment, the project in and of itself and its evolution. It is a very difficult project because of its inherent characteristics enabling it to manage all of the underlying aspects in the labor profile introduction. The learning I took away from this project was substantial, including the knowledge to be able to create projects of social inclusion for people with disabilities or for the elderly or for single mothers or for others that are not habitually taken into account to carry out a tasks like that of a telephone operator at a contact center. In all honesty, on a personal level this was what fulfilled me the most.