Times were good for the PBX department, recalls GrayMatter Networks’ David Maayani. “We were the darlings
of
the IT crowd. Guests made phone calls, we generated healthy revenue margins while covering our costs –
life
was good!” Then the cell phone happened. Literally overnight, our revenue from guest calls disappeared.
Left in
the dust were the monthly costs for circuits, maintenance and staff. Boom to bust overnight: the only calls
guests now make are for a towel, a hamburger… or to complain.
Foresight and innovation in