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Leverage Unified Communication Analytics to Achieve Universal Adoption

January 30, 2015 by

In 2014, countless organizations in virtually every industry embraced unified communications for the first time. This year, even more firms are likely to follow suit. These solutions have quickly evolved from cutting-edge offerings to basic business tools, and company leaders understand that they can't afford to wait much longer before deploying UC if they want to remain competitive.

But there's one key problem that many organizations run into when they first embrace UC solutions: employee adoption. Or, more accurately, the lack thereof.

All too often, companies deploy UC tools, only to find out that their workers have either avoided using these resources or only scratched the surface of the available services' capabilities.

There are several reasons for this tendency. Importantly, though, there is at least one excellent solution to this problem: UC analytics.

UC Resistance

At first glance, it may seem strange that low levels of UC use would be a problem for many companies. After all, the advantages that UC tools bring are primarily focused on the end-user. With UC solutions, employees can communicate and collaborate with one another and their clients more effectively and with greater flexibility. This makes it easier for workers to perform their job responsibilities successfully and quickly.

So why do so many employees resist UC tools when they become available? To a significant extent, this tendency is simply due to the average person's resistance to change. Most workers are satisfied with the tools at their disposal and do not like the notion of learning to use a whole new suite of solutions. This holds true even when the employees are consciously aware of the benefits of the new UC platform.

In most cases, this does not mean that the workers will actively refuse to use the new UC tools that are available to them. Instead, they will simply be reluctant to make the switch, and will therefore do so slowly. The more time it takes for the company to achieve universal adoption among its workforce, the longer it will take to see a positive return on its investment.

Analytics Assistance

Education and training can speed up the employee adoption process. However, to be effective, business leaders need to know who is on board with the UC tools and who is lagging behind. And surveys tend to be inaccurate, as workers may exaggerate their usage.

That's where UC analytics enter the picture. These solutions provide comprehensive insight into how a business's employees are actually using their UC tools. Company leaders can see all of this information in easy-to-read dashboards, allowing them to quickly ascertain progress and problem areas. They can then direct their employee training resources as effectively as possible, greatly accelerating the UC adoption process.

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