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Blog - Insights and Ideas on Unified Communications as a Service

New approaches to UC management, innovation

With so many companies now relying upon unified communications solutions and management support, new trends are sprouting up regarding the innovation taking place among vendors and the user demands fueling transformation in the marketplace. Enterprises have come a long way in their UC deployments, but there is plenty more road to travel to reach and sustain optimal functionality across all channels of collaboration, as well as maximum efficiency of relevant spending.

Without the right solutions provider, many firms will fail to realize the full breadth of advantages and capabilities involved in modern communications technology, and this has been evidenced by several reports released in the past few years. Many companies are spending massive amounts of their budgets on communication gadgets, software and management tools, and more progressive approaches to implementation, maintenance and delivery are needed to increase returns enjoyed over the full life cycle of each deployment.

One of the matters that has become a clear contender for the biggest issue around today is the lack of useful analytics and reporting solutions in use among enterprise UC users, which essentially leaves them blind to risks, opportunities and more. A new report outlined some of the key trends that are hindering UC performance among certain enterprises, as well as what the best path forward will entail for businesses that are experiencing common problems.

Lingering questions Nemertes Research's Irwin Lazar recently published a blog post for TechTarget that explained the findings of his company's latest research on UC experiences and trends, affirming that analytics is clearly needed among a majority of enterprises today. To illustrate this, he pointed out that his firm's 2015-2016 Unified Communications and Collaboration Benchmark Study found more than half of respondents are not viewing their experiences as optimal.

In fact, the study found that roughly 57 percent of respondents are not satisfied with their UC tools, and that many companies are beginning to think that it is their own efforts that are holding them back from improved performance. According to the author, the same study conducted one year ago revealed a 61 percent satisfaction rate among respondents, meaning there has been a drop of roughly 18 percent in just 12 months.

However, the report did reveal some of the reasons why enterprise users might not be entirely happy with their UC experiences. Lazar cited the finding that measurement is lacking across industries and among a majority of respondents, with 90 percent not even tapping into core "advanced performance metrics" and 46 percent solely focusing on utilization rates among workforce members.

He stated that advanced analytics tools that come along with UC services will likely be able to reveal virtually all of the problems that are holding the UC investments back from stronger performances, and that these initiatives should be priorities going forward. What's more, Lazar asserted that IT department members must become more involved in the various processes associated with UC deployments and subsequent optimization.

Choosing the right provider The best managed service provider will tend to be the one that can most closely align its solutions and products with the specific and unique requirements of its clientele. Additionally, a provider that can offer plenty of assistance with respect to measurement and metrics will be invaluable for IT personnel and decision-makers in the adopting company, as this will help to streamline the relevant tasks and analysis involved in optimization efforts.

In the coming years, more companies are likely to put an increased portion of their spending into communications, and the right service provider will be critical to achieving objectives.

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