Unified communications represent key technological assets, and most businesses have had some sort of communications system in place for years. However, while systems like email, VoIP, video conferencing and messaging were previously siloed in many business settings, it wasn't until a few years ago that these powerful platforms came together under a single UC solution.
Even if your organization has only had UC in place for a short time, now is a golden opportunity to consider an upgrade - and business leaders may be surprised at how much this type of investment could pay off for their company.
The days of siloed corporate communications are long gone. Now, employee users often look to leverage several communication solutions simultaneously - for instance, workers on a conference call may message each other during the conversation, or share documents as the call is happening to bring another level to their collaboration.
In this environment, businesses across numerous sectors are seeking more complete and robust UC solutions, and the market growth demonstrates the criticality of these technological tools. According to a 2018 report from Global Market Insights, the unified communications and collaboration market is on track to grow considerably through 2024, surpassing a value of $57 billion. IT, telecom and cloud tools will maintain the majority market shares, especially as more companies seek to invest in these areas.
"The unified communications and collaboration market is on track to grow considerably through 2024, surpassing a value of $57 billion."
In some enterprise settings, financial resources may be scarce, and executives must make important decisions about how to best utilize available capital. Because the company already has UC technology in place, this is typically an area that is overlooked. However, legacy systems that don't support the proper collaboration and productivity could represent the Achilles' heel of the business.
Older systems that don't make the best use of the cloud, or enable employees to seamlessly share and collaborate with one another across multiple platforms can prevent workers from achieving optimal productivity. In fact, having to switch between disparate systems could be creating daily hangups for staff members that don't just frustrate the workforce - they could be costing the company money in terms of customer satisfaction and brand reputation.
"[M]any managers of older unified communications systems are hesitant to invest in new equipment, citing budget as their major concern," NWN contributor Jon Iannotti wrote. "If this sounds familiar, then it's time to analyze the cost of remaining static versus the value of moving the company forward. "
Before business leaders look to rip and replace their existing UC, there are a few important questions to consider:
"[C]ompanies that have implemented bring-your-own-device policies may need to upgrade their UC platform to support BYOD," Goetz wrote. "Certain unified communications platforms do not support all the mobile operating systems, call-forwarding features and mail integration for all major mobile devices."
Once business leaders have decided that it's time to update their UC, there are a few key steps to take to help ensure that the upgrade will go smoothly.
First, it's imperative to work with a knowledgeable vendor with a large service portfolio. In this way, the UC partner can help identify the most pressing updates to make as well as the investments that will provide the best return for the organization.
It's also important to include education in upgrade plans. Holding training sessions with employees will help ensure that they understand the features included in the new solutions and will be in position to leverage them in the most optimal way.
It can also be helpful to create a schedule for the rollout of new systems, particularly if updates will be extensive and include multiple upgraded solutions. This will prevent internal IT staff from becoming overwhelmed while ensuring that any issues that come up can be addressed before the deployment of additional, new communication features.
To find out more about upgrading your UC system, connect with the experts at Teo Technology today.
Publish Date: February 6, 2018 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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