Jon Arnold

Principal

J Arnold & Associate

http://www.jarnoldassociates.com/

[email protected]

 

Jon Arnold is Principal of J Arnold & Associates, an independent analyst providing thought leadership and go-to-market counsel with a focus on the business-level impact of disruptive communications technologies. Core areas of expertise include unified communications, cloud services, collaboration, Internet of Things, future of work, contact centers, customer experience, video, VoIP, and social media.

He has been consulting about these technologies since 2001, and can be followed on his widely-read JAA Analyst Blog, along with regular commentary on Twitter and LinkedIn. Jon also contributes to other publishers and portals, such as UCStrategiesZiff Davis/Toolbox.comTechTarget and Internet Telephony Magazine; speaks regularly at industry events, and accepts public speaking invitations. He is frequently cited in both the trade press and mainstream business press, and serves as an Advisor to several emerging tech/telecom companies. Jon also works with companies of all sizes to help monetize their patents and intellectual property, and is an SCTC member.

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Jon Arnold
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I can’t think of one thing – or company – that stood still in our space during 2017. Every player of note had at least one major development, and every trend that...

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Jon Arnold
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I have no doubt that AI will find its legs in our space, but currently, it’s hard to tell where AI is delivering something new as opposed to moving automation efforts...

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Jon Arnold
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Wearing my MBA hat, different questions come to mind than when wearing my analyst/UC Expert hat. I’ll start with the seller, and will then flip the script as to what...

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Jon Arnold
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Just as the cloud was the trend du jour last year, it’s AI’s turn in 2017, and taken together, there’s a lot of disruption happening in the collaboration space. While...

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Jon Arnold
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Having attended a few Perspectives events, I can say that Genband has a distinct way of framing the problem set, and more than ever, this year’s rendition marks a...

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Jon Arnold
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During the past two months, I’ve spoken at four industry events – and attended four others – with a common theme being the impact of chatbots and AI on the workplace...

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Jon Arnold
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Last week, I attended Cisco’s annual Customer Care Analyst event in Montreal, and it’s a rare occasion where a vendor event is focused solely on us. This made for a...

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Jon Arnold
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Last week, I attended and spoke at the second iteration of Jeff Pulver’s Monage conference in San Jose – Messaging on the Net. There was no shortage of data points...

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Jon Arnold
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These days, retailers cannot afford to turn business away, and it’s simply bad business to stop taking payments over the phone. While online purchasing keeps gaining...

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Jon Arnold
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There is no denying that implementing UC can be complex and can deter efforts to go down this path. However, if the business value is there, these issues can be...

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Jon Arnold
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I'm going to frame my takeaways about Nextiva around a few pertinent takeaways from the two headliners, Guy Kawasaki and Steve Wozniak. It's rare having two speakers...

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Jon Arnold
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We've been hearing a lot about messaging lately, and at the recent MoNage event in Boston, my comment that "messaging is the new voice" really seemed to resonate....

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Jon Arnold
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Dialpad recently published a study titled "2016 Report on Business Communications in the Era of the Anywhere Worker." The report is a good example of reading the tea...

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Jon Arnold
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Analysts are good at seeing the big picture, and we all connect the dots in different ways. As we know, UC continues to be a moving target, especially as both...

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Jon Arnold
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In this Industry Buzz podcast, UCStrategies' Jon Arnold leads a discussion about Interactive Intelligence . Several of the UCStrategies Experts...
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Jon Arnold
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Most industry events feature an acclaimed author keynoting about disruptive trends and ideas that lead you to rethink everything. Some are more convincing than others...

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Jon Arnold
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The best way forward is to make the cloud part of IT's UC strategy, as this overcomes the limitations of managing UC internally. While enterprises have long preferred...

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Jon Arnold
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I wanted to share some takeaways from the Channel Partners conference that I recently attended. I've written about the impact of Millennials before, but not so much...

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Jon Arnold
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While it's true you don't get a second chance to make a first impression, some things are better the second time around. For this post, I want to focus solely on (...

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Jon Arnold
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This week I was a speaker at Telecom 2015 in Toronto, which is put on by CTC, the Community of Telecommunications Consultants. For a while, I've been wondering why...

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For a while now, the UC vendors have been emphasizing collaboration, to the point where UC&C has become the moniker of choice. While the technology keeps maturing...

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Jon Arnold
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Poor user experiences are typically the norm, and poor audio quality is often the root of the problem. To cite a recent market study, 66% of buyers are "actively...

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Jon Arnold
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In this Industry Buzz podcast, Jon Arnold moderates a discussion with the UCStrategies Experts about new SMB research co-sponsored by Metaswitch...
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Jon Arnold
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Metaswitch Networks conducted a study in conjunction with Edgewater Networks about VoIP and UC in the SMB space. With their permission, I have extracted selected...

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Jon Arnold
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Last week, several UC Experts attended the Interactions 2015 event in Indianapolis. This is the annual showcase event for Interactive Intelligence, a vendor that we...

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Jon Arnold
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Like UC, the contact center space is being redefined by new technologies and business models, and by virtue of the latter's deeper roots, UCStrategies followers...

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Jon Arnold
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By now, you are au courant with the state of the universe pertaining to UC. With that meta-perspective in mind, I'm going to give you my vertical spin on the smart...

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Jon Arnold
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Carriers may represent better growth partners for UC than selling via channels to businesses. UC vendors generally don't sell this way, but carriers have a lot of...

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Jon Arnold
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There is little doubt that UC has great utility, but to be fair it is often overshadowed by more powerful trends - namely mobile broadband and the cloud - around...

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Jon Arnold
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We are coming to the end of a year where there are more questions than answers in the UC space. Why are any and ALL of these things happening now? What is UC becoming...

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Jon Arnold
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I attended last week's Unify event for analysts and consultants, we were given an in-depth preview of Circuit. The event provided many answers but raised lots of...

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Earlier this month, Cisco had their Collaboration Business Update briefing for analysts, and there were some interesting takeaways I think are worth sharing with our...

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Jon Arnold
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While Millennials are quickly becoming the primary consumers of UC&C applications, the creators of these platforms are from another generation. Pre-...

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Jon Arnold
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Interactive Intelligence recently published the 2014 edition of their Customer Experience Survey. This edition is Wave 2, with the benchmark study being done...

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Jon Arnold
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We all know how UC poses both challenges and threats, and how hard the vendors are working to find the right value proposition. With last month's...

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Jon Arnold
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In this week's Industry Buzz podcast, the UCStrategies Experts welcome guest Zach Hinkle, Solutions Program Manager for Interactive Intelligence in...
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Jon Arnold
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Our readers know full well how dominant the cloud has become, and Interactive Intelligence's CaaS offering has established the company as an early innovator.

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Jon Arnold
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If you're not familiar with Bob Newhart, you're in for a treat, plus a twist on UC that takes things down to street level where the real adoption happens

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Jon Arnold
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For me, the best time of year to put our collective heads together at UCStrategies is now. Our last two podcasts have ...

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Jon Arnold
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For UC solutions providers or channels thinking about how to approach the SMB market with UC, the key takeaway is to not view this as a homogenous group. To build up...

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Jon Arnold
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Sometimes writing a bit after the fact isn't such a bad thing, and having attended their annual Collaboration Summit a few weeks back, I was certainly in the plus...

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Jon Arnold
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I'm a market researcher by trade, and am always drawn to studies that help quantify the trends I write about on a regular basis. This post is built around highlights...

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Jon Arnold
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If I'm a channel, isn't this the kind of vendor I'd want to partner with? I know it really comes down to money at the end of the day, but the business of selling...

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Jon Arnold
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To be effective, contact center managers must be free to focus more on delivering a great customer experience than all the technical challenges for managing the...

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Jon Arnold
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Interactive Intelligence, a call center software and technology solutions provider, commissioned a survey from Actionable Research, the findings of which are...

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Jon Arnold
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The 2013 UC Summit is around the corner, and it's a good time talk things up. I've been part of the UCStrategies group for a while now, and...

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Jon Arnold
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We've been hearing a lot lately about the customer experience, and my message is that this should really be driving how contact centers think about and invest in...

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Jon Arnold
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One Voice makes it much easier for Lync to support voice by having all the integration and support handled by one vendor - AudioCodes. They definitely have the...

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Jon Arnold
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If you follow what I or a number of other UCStrategies Experts have been writing about ShoreTel, you'll know that the company is on a solid growth curve - profits...

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Jon Arnold
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All told, Cisco has a strong hand to play now in the contact center, especially for businesses who totally buy into the collaboration concept. Once you get beyond the...

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Jon Arnold
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August certainly has been an interesting month in the UC space. To varying degrees, UCStrategies has focused attention on what the vendors have been up to recently,...

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Jon Arnold
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This was my first UC Summit, but as you may know, I've been following this space for some time. So, what can I add that hasn't already been...

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Jon Arnold
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It's all about the end user experience. To maximize the UC opportunity, you need stay ahead of the curve, and that really means knowing how to create, deliver and...

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Jon Arnold
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For most clients, video is still a big unknown, so you should be able to approach them from a position of strength. Voice is quickly becoming a commodity, but video...

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Jon Arnold
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Regardless of how far along you are with your UC deployments, customer needs will not remain static. UC's flexibility is also its weakness, and for many businesses,...

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Jon Arnold
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Fred's junkyard business came to mind when thinking of a segue from my last article in this series. In that article, I suggested some approaches that channels could...

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Jon Arnold
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Sooner or later, the term is going to enter your lexicon, as well as that of your customers. You'd better get with the program now, because if you start hearing about...

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Jon Arnold
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At the end of my previous post in this channel-focused series, I stated my view that in time, you'll really be in the user experience business. So, what does that...

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Jon Arnold
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If you're in the channel ecosystem, you can certainly add value on a practical level by getting UC running properly on the customer's network, but the job doesn't end...

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Jon Arnold
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I can't think of a better word to sum up the state of UC in 2011 than "disruption." By its nature, UC is a fluid concept, and in some ways this has been its Achilles...

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Jon Arnold
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Earlier this month, I participated in my fifth Metaswitch Forum, and my UC takeaways support this position. However, just because UC is not the main course, don't...

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Jon Arnold
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I've been an active participant at many ITExpo events, and have seen the show evolve quite a bit. Perhaps the most noticeable change has been the ever-expanding...

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Jon Arnold
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Regular readers will by now know that a few UCStrategies contributors attended Dimension Data's Perspectives 2011 event this month in Boston. If you haven't...

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Jon Arnold
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So, who is Magor Communications, and what is TeleCollaboration? Magor has been in the market now for a year, and is a branch on the Terry Matthews/Wesley Clover tree...

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Jon Arnold
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The key takeaway is to show that the value proposition of Unified Communications is as wide as the uses customers find for it. These case studies provide three very...

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Jon Arnold
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Last week, Alteva - a company I've long been a fan of - announced a nice twist to make not just video more interesting for businesses, but by extension, UC as well....

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Jon Arnold
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Acme Packet's first-ever analyst day was held last week. Acme Packet was an early entry into the nascent SBC market, which started to take shape around 2004. There...

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Jon Arnold
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This year's Collaboration Summit was a step up from last year, and I say that for good reason. Last year's event was good - all of...

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Jon Arnold
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Earlier this month, Avaya held a new type of customer event in Toronto, called Evolutions. They drew customers (and...

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Jon Arnold
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Interactive Intelligence may not be a household name like Cisco or Microsoft, but you'd never know it from attending this week's conference. I've followed them from a...

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Jon Arnold
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Hosted UC offerings come in many varieties, and Alteva has a solution that brings the best of VoIP and Microsoft together for SMBs.

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Jon Arnold
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This week Cisco presented their semi-annual UC update. While titled a "UC update," it was clear from the start that collaboration was the focus, for which UC plays a...

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