May 25, 2012

Solve the Multiple Dilemmas of UC Management


Now is the perfect time to ensure your UC stakeholders are heard!

Adopting unified communications technologies and processes across your business gives you a great opportunity to capture stakeholders' vital touch points.  And they will thank you for it, as you give them the opportunity to represent their interests from economic, technical, user-feature and personal perspectives.

Of course this will then set expectations. And as user adoption is key to UC's success, meeting these expectations through performance excellence is vital. But how do you do this?

Part 2 of this 3-part white paper looks at managing the performance needs of these stakeholders.

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In part 1 of this paper, Sue Bradshaw, the paper’s author, shared some ideas for unifying performance management of multiple technologies to ensure applications, services, hardware and devices work as one.

In part 2 she looks at the vital human factor − the individuals and teams who will make or break the success of UC − the stakeholders. I asked her how she’d approached getting insight to what their needs might be.

I took the approach that those who’d benefit from initiatives like increased collaboration, efficiencies and reduced process lag were going to be highly interested in the initiatives’ success, and in my mind that made them stakeholders.

I confirmed this with a project manager in the middle of a multi-million dollar UC rollout who told me “Stakeholders will come from all areas of the organization and while opinions might differ about their roles, they are critical to the success of the initiatives that affect them.”

As a result, with unified communications touching everything from the PBX to physical and virtual servers and applications on the user desktop; stakeholder needs vary widely. For example, the voice team will be focused on voice quality, the room system team on delivering high quality, while operations and service delivery managers need real time and trending information.

Much has been written lately about the pros and cons of single and multiple vendor UC implementations. What are your thoughts on this?

Ever-increasing UC integration is what businesses want and users are asking for. Compounded by escalating BYOD, users are looking for the same functionality in the workplace they have in their everyday lives. And even without implementing cutting-edge devices and or services, enterprises will still face the dilemma of choosing between continuing with a single vendor or introducing multiple UC vendors into the business.

We make sure that whichever choice they make, Prognosis can monitor the performance of their chosen solution because while it may be tempting to choose one vendor to mitigate interoperability and integration issues, a multi-vendor environment allows you to pick and choose technologies that best fit the needs of users and the business.

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