Unified Communications Analytics are Evolving
There was a time when unified communications was a cutting-edge concept. Now, it's closer to a household term. Millions of businesses rely on UC to improve their employees' collaboration and overall performance, and countless others are in the early stages of embracing these solutions.
But that doesn't mean that UC isn't evolving. While the basics are well-established by this point, there are aspects of UC that are new and continue to develop. One key example of this is UC analytics. While not a standard aspect of every UC platform, analytics is growing in importance, as No Jitter contributor Dave Stein recently highlighted.
As Stein pointed out, analytics tools in the contact center space have seen significant development in recent years. Analytics delivers actionable intelligence, allowing company leaders to better understand what is happening in their organizations and how to best react to these events. In terms of UC analytics, Stein identified two main areas: end-user/BI analytics and system-oriented analytics.
System-based analytics, Stein explained, concern general trends within a company. With these solutions, leaders can see precisely which UC tools are being used by which employees, along with frequency. This sort of knowledge is key when it comes to ensuring that a company is investing in its UC platform as efficiently and effectively as possible. Without this knowledge, the firm may embrace tools or other resources that ultimately go underutilized, or even unused.
"[T]ools of this type provide empirical information that can be used to determine if the initial procurement assumptions regarding UC usage and ROI were accurate," the author wrote. "It also informs what changes should be made for training programs and even licensing. I believe that analytics of this type should be included in every UC product and should be widely deployed."
End-user analytics can get even more specific, delivering more precise information and insight for company leaders. He argued that while these solutions have not yet entered the UC mainstream, that process is underway, and the tools will likely be available options in the medium-term.
Although high-quality UC analytics solutions are not universal, these resources certainly do exist, and many companies are already taking advantage of these capabilities. Those businesses that do so can gain a major competitive edge, since they'll be able to deliver the best, most appropriate UC tools to all of their employees.
For this to be the case, though, company leaders need to not only seek out high-end UC solutions, but also exercise caution when choosing the specific offering. Every analytics tool is different, and many are still relatively immature. Only by embracing a proven solution can a business fully benefit from this new technology.