Iowa business makes a communication leap

Brian Campbell, technology manager for Barker Implement’s five Iowa locations, checks his contact availability list on his laptop and calls a colleague using Microsoft Corp.’s recently released unified communications.

Iowa business makes a communication leap BY TODD RAZOR Barker Implement, a John Deere farm equipment dealer with five locations throughout Iowa, including one in Indianola, needed to upgrade its telephone system. But Barker Implement got more than new phones; it got a whole new way to communicate.

A concept called "unified communications" gives the company the ability to, for example, open a computer program that lists a contact's availability, then send an instant message to the contact if he or she is busy and retrieve the voice mail the contact responds with through e-mail on a smartphone.

"Unified communications is changing how people do business," said Jeanne Paschang, a unified communications specialist based at Microsoft Corp.'s Omaha office who also works out of Des Moines.

Microsoft Chairman Bill Gates and Jeff Raikes, president of Microsoft's business division, launched Microsoft's unified communications software, services and hardware solutions on Oct. 16 in San Francisco. Unified communications ties workplace communication devices and methods together, from computers, telephones and cellphones to e-mail, voice mail, video conferencing and instant messaging.

Hardware costs are lowered and efficiency in the workplace is increased, said Steve Cummings, a unified communications specialist for Microsoft's Overland Park, Kan., office, also working in Des Moines.

Heartland Technology Solutions, a Microsoft Gold Certified Partner and user of unified communications, has worked with Barker Implement on several other projects. Heartland, with Iowa offices in Harlan and Ames, recognized the opportunity for Barker to employ the unified communications system.

"We can dial direct to any location," said Brian Campbell, technology manager for Barker's five Iowa locations. "(Instant messaging) cuts down on typing e-mails. (There is) a whole host of info that we did not have before, like the ability to see if people are on location. The process changed ... so we can get the most out of it."

Barker employees are using Office Communicator 2007, a tool for directory, contact and availability information, telephone calls, instant messaging, and audio and videoconferencing, and new touch-screen phones with personal contact lists built in. The company is still in transition with only its phone needs met so far; it has more services to adopt, as it has yet to install the roundtable device for audio and videoconferencing.

"Even with (unified communications) not all in place, we still see the benefits," Campbell said.

Unified communications could facilitate future business, potential growth and expansion for Barker Implement, Campbell said. New information can be "put on the system easily," he said.

Because Barker is "federated" with Heartland Technology, employees can reach technicians and administrative staff through unified communications, said Joddey Hicks, an account manager for Heartland.

Federated companies can connect through unified communication systems and access contact availability lists, instant message, conduct meetings and communicate remotely.

"This is business leverage outside of the company," Cummings said. "(Unified communications) allows people inside the business to work with outside companies, such as marketing firms. You see them online and get ahold of them. You connect with people the first time, right away."

Paschang said using unified communications between federated companies allows people to "take care of business in real time" and helps with "pulling together disparate teams."

Unified communications can improve external interactions, but for companies such as Barker Implement and Heartland Technology, with offices spread throughout the state or country, and employees traveling on business trips, it can also assist internal communication.

"It takes the remote out of remote worker," Cummings said. "It does not matter where they are; it is like they are sitting next to you."

Workers can align calendars, conference call and video conference by opening the program and clicking the mouse several times. The roundtable video conference device records employees in a conference and is voice activated to switch angles to the person speaking, while maintaining a picture of the whole room.

"It is different because someone does not have to get on an airplane," Paschang said. "You can see their reactions and hear the tone of their voice. You are more engaged because you are on camera."

Through Microsoft's unified communication programs and tools, employees can see whether their colleagues are away, on the phone, can be reached only on their cellphone or are busy. From there, people can decide to instant message, e-mail or postpone a phone call until the contact is available. Instant message conversations, e-mails and voice mail can all be reached on the computer or through a smartphone. They are saved and can be opened as a reference for later use.

"They are online together and share content; everyone sees the same thing at the same time," Cummings said.

Though communication and access to information are increased through unified communications, users can control their availability and the information that colleagues see. An equivalent of a "do not disturb" sign is available when work needs to be accomplished and people, such as executives, can establish a selective contact list.

"You are controlling your distractions. ... Usually you are inundated with information and disruptions, the phone ringing, e-mails. This way you can focus," Hicks said.

To learn more about Microsoft's unified communications, visit www.microsoft.com/uc/default.mspx.

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