If you're a business owner, executive, or manager, odds are you don't need to be convinced of unified communications' value. In all likelihood, you're well aware of the benefits and have either already deployed a solution or are seriously considering doing so in the very near future. In the past, UC could give a company a competitive advantage. Now, it's pretty much essential for firms looking to keep pace with their industry competitors. The only real question that decision-makers face is how to go about selecting and deploying the best possible UC solution.
That's where employee insight should enter the picture.
Information NeededUC is a very diverse field, with far more options than most would assume. While there are some universal aspects, like a single interface for multiple channels, the specifics can vary greatly. One platform may offer video conferencing while another does not. One may be based in the cloud, another will be on-premise. One may offer the lowest price, another the best security. You get the idea.
Naturally, a lot of research is necessary for any business leader to make the best decision as to which UC solution to pursue. However, the big mistake that many make is beginning this process by looking at the available options. Instead, they should start by talking to their employees. After all, the real value of UC lies in its ability to improve the efficiency and productivity of a company's workforce. That means the ideal UC choice will be the one that best aligns with employees' needs and goals on a day-to-day basis.
A manager should have a fairly good understanding of how his or her workers go about their daily job responsibilities, but this knowledge is no substitute for direct insight straight from staff members themselves. By seeking out this information, business leaders can make a much more informed decision when considering the available UC options.
Growing ImportanceThe need to get insight from employees before making organization-wide UC choices is only going to increase as time goes on, thanks to UC's continued evolution.
Consider, for example, a business with a cloud-based communications solution in place. One of the best benefits of such a UCaaS offering is that the company can easily scale up or down and add new capabilities in order to meet shifting requirements. To maximize the value of this approach, decision-makers need to know which features to add and when. The only real way to do this is by keeping up-to-date with workers' evolving needs. A feature that may seem extraneous for contact center agents now might prove invaluable in six months.
By regularly asking employees to weigh in on UC issues, business leaders can optimize their use of the technology, now and well into the future.