Few would deny that unified communications solutions have become an integral part of business operations over the course of the past few years. These tools, which were once limited only to the most tech-savvy firms, are exceedingly popular now among companies in every sector. The benefits that UC has to offer are simply too great for corporate decision-makers to ignore.
But while UC tools are universally seen as valuable, the level of utility these tools offer can vary tremendously from one deployment to another. To get the most out of this technology, firms need to optimize their implementations.
UC analytics is invaluable in this capacity. With analytics, companies can ensure they're getting the maximum value out of their UC investments.
Here are three of the most important reasons why analytics is so invaluable for UC.
1. Discover InsightIn the vast majority of cases, UC tools are deployed across the entirety of the organization. Employees in every department will have the opportunity, or even be expected, to utilize these services on a regular basis. Some personnel will presumably focus mostly on voice communication, while others may rely heavily on video conferencing, as still other departments turn primarily to instant messaging for the bulk of their collaboration and engagement. All of this activity will occur within the same UC system.
Significantly, this means that by diving into the company's UC platform, business leaders can discover a tremendous amount of insight regarding how their personnel are behaving on a regular basis. UC use can reveal how much time employees are spending on a variety of tasks, how successful or unsuccessful these interactions are, and much more. In essence, a clear view of employee UC activity will provide tremendous clarity into how a company's workforce actually operates, to a degree that is simply not possible without this information.
Analytics is essential for delivering this insight. Only with high-quality UC analytics can companies aggregate and examine all of the data that UC-enabled behavior will generate, and then present that information in a digestible, understandable format. With such insight in hand, business decision-makers can go on to make much more informed choices.
2. The Complete PictureA critical, related benefit of UC analytics is the ability to gain a complete picture of their organizations' communication tendencies. The benefits of UC come from the fact that the technology brings together a number of different communication channels onto a single platform. Consequently, analytics can present a clear view of the company as a whole. Anyone with access to the UC analytics solution will be able to determine resource usage on a department-by-department basis, as well as across the organization. Such a wide view can help with a variety of decision-making issues, from determining which communications tools to invest in to identifying potential weak spots in the corporate IT security policy. Without analytics, business leaders will need to aggregate all of this data themselves, which is both time-consuming and less reliable.
3. Identify TrendsAs time goes on, new communication trends will inevitably emerge. This is true both internally and externally. The quicker that business leaders can identify such trends, the better the organization will be able to respond. If a company can react quickly enough, it can even gain a significant competitive advantage in its sector.
Analytics can deliver this awareness. Combined with easy-to-read dashboards, UC analytics provides immediate evidence of communications-related changes - such as a sudden increase in customer use of SMS for support inquiries, for example. This allows the business to reallocate its resources appropriately, ensuring that the new development does not provide cause for concern.