The Guide to Having it All with Cloud Communications

August 16, 2018 by Amanda Maksymiw

Hands typing on a laptop

When it comes to enterprise cloud investments, there’s usually some sort of big, internal debate on whether to buy a solution out of the box or custom-build it. The tradeoff is usually cost for convenience. In the world of UCaaS, I think a combination of custom features and out-of-box solutions makes a lot of sense for enterprises. Why? The pace of change is so fast that enterprises need to embrace new tools to keep up with the future of work. On the flip side, there’s all sorts of legacy complexity that needs to be taken into account.

If you’re in the midst of your own enterprise communications and collaboration build vs. buy debate, here’s what you should start thinking about.  

The Changing Enterprise Workforce

With three or four (sometimes even five!) generations working side-by-side, it can be difficult for enterprises to accommodate the vastly different levels of comfort and preference with communications and collaboration technology. The steep rise in millennials and Gen Z in the workforce has created a sense of urgency for organizations to embrace digital transformation and the convenience of the cloud. People are craving the ability to work from anywhere that the cloud provides; in fact, 83% of workers don’t feel the need to be in an office to be productive.

So, for an enterprise trying to make these changes, the right combination of self-service and white glove is key. Because IT departments these days are often underfunded and understaffed, it’s critical for solution providers to give them the agility to deploy quickly at scale. There are myriad APIs available for customizing a platform like Fuze; an important step is partnering up and down the chain to identify what’s necessary and remove items from IT’s worry list, allowing the team to spend more time being strategic.

Determining Enterprise UCaaS Requirements

When an enterprise is evaluating a UCaaS provider, it’s important to think about what happens during the sales process, and how a partner can help you reach your goals. Before getting started, answer the following questions:

  1. What’s unique to your organization?
  2. What can (and should) you keep in-house?
  3. How can you modernize using partners?

From there, here are some tips on we’ve seen work with some of Fuze’s customers, in terms of figuring how exactly how much customization is needed:

  • Tie requirements to business outcomes early.  Take an inventory of the main user behaviors you’re encountering when it comes to communications and collaboration. For example, which devices are people using regularly? For what purposes? The key is understanding how new technology could help your team achieve its goals, and mapping requirements directly to business outcomes as early in the process as possible.

  • Make all employees feel included, while embracing change. A millennial might care less about using a phone, while a boomer employee could find it an essential part of his or her workflow. It’s important to understand the inputs of each demographic in your workforce when your organization is undergoing a technology shift. If people are informed about the changes being made throughout the process, they’ll be more likely to adopt new technology.

  • Always ask why. If there’s a way something’s always been done, challenge convention by asking, “Why?” If you understand some of the motivations and goals behind the usage and adoption of technology, it’s easier to scope out the custom features or requirements your company may need to build into an existing UCaaS platform.

The good news is, the Fuze Solution Engineering Team helps enterprises take advantage of the Fuze platform out of the box, while evaluating each organization’s unique requirements early in the sales cycle. The great build vs. buy debate is over -- maybe you can have it all!

To learn more about Fuze’s implementation and customization services, visit our Professional Services page.


Related Articles:

The Vision to Bring People Together in Tomorrow’s Digital Workplace

Synchronizing the C-Suite: Aligning IT and Business Priorities

Making it Stick: Building UC Adoption Programs that Work

Amanda Maksymiw
Amanda Maksymiw

Amanda is responsible for setting and managing the Fuze content marketing strategy including creating, producing and publishing engaging content. Throughout her career, she's worked with fast-growing tech companies and VCs on developing content marketing, influencer marketing and social media strategies. Amanda received her BBA in Marketing from the Isenberg School of Management at the University of Massachusetts, Amherst.

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