Due to a whole host of trends, including remote working, flexible working and the internationalisation of business, more and more organisations are turning to Unified Communications solutions.
However, the implementation of such radical digital telecoms transformation does not come easy. It requires a well thought out strategy, based on the input of your colleagues, measurable KPIs to track its implementation and a selection of the most suitable features to your organisation.
It can be easy to underestimate the complexity of a UC implementation. Info-Tech Research Group found that the majority of tech implementers reported the level of expertise required to implement UC was greater than they expected. Here’s how you can craft a successful unified communications strategy that’ll allow your business to make the most of collaborative working and flexibility.
What is your existing communications strategy?
Firstly, engage with staff to understand how they use current communications and business applications. Know which of these are important at the departmental level as well as an individual one. Review your business needs: understand how your UC strategy matches the needs of the business as well as departments and staff. This helps you to adopt a user-centric approach to your Unified Communications strategy.
What features are needed?
Knowing your user’s communications needs, and how these fit with the business needs you’re in a position to choice feature that fit both of these. The number of users in your organisation would determine the bandwidth of your SIP trunk, which provides the platform to host your UC components. Some features you need to consider range from Unified messaging, Instant Messaging, Call Control, Speech access and personal assistant, Conferencing (audio, web and video), collaborations tools, Shared virtual workspaces, Mobility and Business process integration and software to enable this.
What measurable KPIs should be used to track progress?
Establish KPIs to measure the impact your UC solution has on its users. This can be measured against productivity, inter departmental collaboration, impact on external customers and suppliers, team morale and budgets to name a few. Your KPIs should be tied directly to how staff currently use your UC solution compared to how they operated before the implementation. Link your KPIs and the results to the business objectives and performance, tracking progress and updating your management team and staff on a regular basis. A transparent approach gives you the opportunity to demonstrate to management what value your UC solutions adds to the business. Share these with your team as well, as it helps to support UC adoption and encourage your teams to maximise their UC use.
What are the benefits of having a Unified Communications Strategy?
Enjoy the benefits your UC solution brings to your team. Celebrate them and continuously engage with staff as your collaborate and share insights that benefits all users and the business.