Why Unified Communications should be tailor made for today's businesses
It is very evident that Unified Communications (UC) is bringing in rapid change to the IT industry, from replacing ageing PBXs to providing the tools for increased collaboration and productivity.
20 November 2017
Many businesses have already started the journey towards Unified Communications adoption, with many more actively searching for a UC solution.
Technology is certainly one enabler which initiates the cultural change that customers are seeking. The second crucial element is the drive towards UC adoption. The pressing need for UC is evident in the below survey from Jabra, who found that the biggest challenges holding back users were inadequate training (58%), resistance to giving up established tools (44%) and resistance to giving up existing ways of working (34%) – all of which would have been significantly reduced by UC adoption guidance and training.
User adoption challenges for businesses
To use an analogy, let’s treat our technology as our cloth and UC adoption as our tailor. We have the technology (the cloth) but require a strong UC adoption process (the tailor) who can ensure it fits and delivers long-term value.
“Just because it suits someone else doesn’t mean it will suit you as well. Tailors were made for a reason.”
UC adoption objectives and requirements – like selecting your tailor – must begin before you have selected your preferred technology, before you choose your cloth and before you start to cut it. Strategy, planning and profiling are areas which must be researched to choose a suitable solution. This investment will pay dividends in the short and long-term and ensure you have that bespoke fit – just like a tailor’s suit!
So you have a nice tailored suit – now what? Well, the next steps are about getting added value, and for that you need two components. Firstly, you'll require deep insight and analytics on your technology investment; information such as call quality, network bandwidth and product usage…in fact, why not get forensic and even look at feature usage? These analytics can be presented in a visual format to provide you with key trends and themes, and will really highlight which areas of your technology you should invest in further or which areas require a little more nurturing.
The second important area of UC adoption is knowledge. A cultural change enabled through technology is fine, but what’s going to drive this forward? A blended e-learning solution is required to not only ensure your users have the right knowledge and skills on products, but also the right support for that cultural shift. Just like UC is making your business a more modern, collaborative and efficient performer, a cultural shift will only happen if you can provide your users with the tools to learn and adopt.
At GCI, our customers confirm that one of the biggest pitfalls of implementing a new UC solution is encouraging user adoption. That's why we created UCversity; a sophisticated e-learning portal that's compatible with Skype for Business, Office 365 and Teams. It encourages user buy-in by helping your users to learn at their own pace, with helpful features such as use cases, videos and a Yammer Q&A community. And to put you back in control, our UC Analytics solution is a comprehensive and customisable reporting tool that offers business-critical information around call quality and employee productivity, giving you crucial visibility into the uptake of your investment.
When looking for that custom-made Unified Communications solution, remember to think about the tailor. Choose a partner who uses proven methodologies, ensuring you receive that value-added benefit. PwC predict a near-100% penetration of Unified Communications in companies by 2020 so as services mature, UC adoption is no longer the tailor’s apprentice – it’s becoming the master. Cut your cloth accordingly.
Want to know more about how GCI's UCversity and UC Analytics solutions can help encourage user adoption for your Unified Communications solution? Get in touch at firstname.lastname@example.org for a complimentary demo.
Senior Product Manager