Voice over Everything (VoE) to Change the Face of Communication in the Workplace, says Gartner

Within two years, voice services will be available as embedded telephony in more than half of all business IT applications

SYDNEY, Australia, 10 November 2005 – According to Gartner, most chief information officers (CIOs) are currently unaware of the emerging trend for Voice to become embedded in IT applications in a way that is expected to fundamentally change the way voice communication is used in the workplace.

�Today we dial; tomorrow we click,� said Geoff Johnson, research vice president at Gartner. �Voice will be embedded in everything and mobility will be crucial. Calls will be made by clicking through a document or an email rather than dialling a number.�

Australia is fast emerging as a leader in the adoption of IP Telephony and Voice over Internet Protocol (VoIP) with more than 55% of Australian businesses having either implemented or have taken steps to implement VoIP services, in comparison to just 35% of Asia Pacific companies.

�With the technology already available, voice-embedded IT applications are well on their way to becoming mainstream in Australia and the Asia Pacific region,� said Mr Johnson. �Traditional telephony vendors such as Alcatel, Avaya, Ericsson, NEC and Nortel closely guard their existing telephony customers but they have lost significant market share to Cisco in pure IP Telephony. However, as voice becomes delivered in software rather than hardware, as in a PABX, new players such as Microsoft threaten to gazump the relationship between telephony users and network equipment providers. Voice is becoming a �click� on the desktop where Microsoft has massive mindshare.�

VoE will incorporate everything from voice-activated documents to voicemails in email inboxes. At the click of a button, users will be able to speak to people who are working on a jointly written document to make amendments; reply verbally to emails, or check a person’s availability. Just as instant messaging has �presence� technology that allows you to see whether someone is available, busy, away from their computer or offline, so too will voice-embedded applications leverage presence.

The theme of Gartner Symposium/ITxpo 2005, Rapid Results, is reflected in the concept of VoE. VoE will increase productivity by reducing the length of time it currently takes to make phone calls by clicking on links within IT applications without dialling, looking up numbers in a directory or having to organise conference calls. VoE will also save businesses anywhere between 15 to 30 percent on telephone costs.

�Business owners and CIOs need to evaluate IP telephony and prepare themselves for VoE,� advised Mr Johnson. �They need to become aware of the way that voice is becoming embedded into their mainstream business applications such as email, ERP and voice-escorted web browsing to aid customer transactions. Similarly, IT application developers must be flexible and prepare as they will increasingly be asked to include voice in their applications.�

Geoff Johnson, research vice president, will be presenting at this year’s Gartner Symposium/ITxpo 2005 on:

  • Secrets of Smart Telecom Buyers

  • Transforming Business with Intelligent Enterprise Networks

To arrange an interview with Mr Johnson prior to or during Symposium/ITxpo or to arrange a MEDIA PASS to the conference, contact Jo Lobban on 02 9459 4692.

About Gartner Symposium/ITxpo:

Gartner Symposium/ITxpo is the IT industry’s largest and most strategic conference, providing business leaders with a look at the future of IT. For more than 10,000 IT professionals from the world’s leading enterprises, Gartner’s annual Symposium/ITxpo events are key components of their annual planning efforts. Attendees rely on Gartner Symposium/ITxpo to gain insight into how their organisations can use technology to address business challenges and improve operational efficiency. An integral part of the Gartner Symposium is the ITxpo showfloor, where more than 55 technology companies will give attendees and press an opportunity to see and experience the latest technology solutions.

For conference agenda and information click here.

About Gartner:

Gartner, Inc. (NYSE: IT) is the leading provider of research and analysis on the global information technology industry. Gartner serves more than 9,000 clients, including chief information officers and other senior IT executives in corporations and government agencies, as well as technology companies and the investment community. The Company focuses on delivering objective, in-depth analysis and actionable advice to enable clients to make more informed business and technology decisions. The Company’s businesses consist of Research and Events for IT professionals; Gartner Executive Programs, membership programs and peer networking services; and Gartner Consulting, customized engagements with a specific emphasis on outsourcing and IT management. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, and has more than 3,900 associates, including more than 1,200 research analysts and consultants, in more than 75 countries worldwide. For more information, visit http://www.gartner.com.