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Is Your Unified Communications Optimized? Analytics to the Rescue!

August 20, 2014 by

Unified communications is on the fast-track to ubiquity. Millions of employees around the world now use UC solutions regularly to interact and collaborate with their colleagues, and more businesses are embracing the technology every day.

But not every organization that has adopted UC is gaining maximum value. In fact, many companies are missing out on major opportunities. The reason? They have yet to embrace UC analytics. With analytics in place, a business can make sure its UC benefits go well beyond the basics.

ROI at Your Fingertips

Before a new UC system is even purchased, most companies have to deal with a huge hurdle - aligning IT's desires with finance's comfort zone. Many IT managers cite gaining their CFO's approval to purchase new systems as one of their major pain points.

While techies understand the value the cloud brings, it can be challenging to translate the convenience, security, and simplicity of UC into dollar signs. Enter UC analytics.

All the Right Moves

As the name suggests, unified communications tools are designed to combine all communication channels into a single system. This provides major efficiency benefits and helps to ensure workers can remain accessible and productive even when based outside the office.

This arrangement also means UC can provide an in-depth view into employee behavior and how the organization actually operates. Rather than relying on guesswork, employee surveys, and other imprecise metrics, business leaders can know, with complete certainty, how long agents engage with customers, which channels are used the most frequently, and much, much more.

This can lead to significantly improved decision-making - and significant cost savings. For example, a manager using UC analytics may be surprised to discover that, contrary to her earlier expectations, agents actually take less time to resolve most customer service issues when using voice than when relying on email. As such, the manager may decide to dedicate more corporate resources toward voice tools - or, alternatively, to provide a few training sessions to help workers better respond to and manage email. Increased employee responsiveness means happier customers, better word of mouth, and more sales.

Or say a company recently implemented a UC plan that supports BYOD. To make the most of this arrangement, business leaders need to know how often and in what ways employees use their personal devices for work-related purposes. With analytics in place, it's a simple matter to see BYOD-related voice, presence, conferencing, and other usage statistics.

Adjustments Needed

A high-quality UC analytics solution must be flexible. Every company will have its own priorities and needs when it comes to UC, which means it will also have unique analytics objectives. Business leaders should be able to determine their own key performance indicators and other metrics, as well as choose how these reports are displayed. The more customizable the analytics offering, the better it will serve the company's productivity and efficiency.

By embracing UC tools, a business will have taken a major step toward improving its overall performance. By embracing UC analytics and deploying these solutions in a comprehensive manner, companies can go even further and see even greater results.

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