Applications

10:10 AM
Justin Bagatti
Justin Bagatti
Slideshows
Connect Directly
Twitter
LinkedIn
RSS
E-Mail
50%
50%

Unified Communications Plans: 6 Ways To Derail Disaster

Before you choose a UC product or platform, careful evaluation of existing attitudes, equipment, and systems could save your project -- and your sanity.
2 of 7

User habits and resistance to change
Are you considering an upgrade from a legacy platform to the latest and greatest with the current vendor? Or are you changing to a new platform altogether? The degree of change required in employee behavior can be crucial to project success. But even when the amount of change explicitly for UC is minimal, other issues may complicate matters (ask anyone forced to migrate from Windows XP). Buttons on phones are bound to be in different locations, and software may have a different look and feel. Voicemail options will change, and new headsets may be required. Prepare for things to be different. 
The goal is to ensure you understand how employees use the current system, so that you can minimize the impact of changes you introduce into the organization.

User habits and resistance to change

Are you considering an upgrade from a legacy platform to the latest and greatest with the current vendor? Or are you changing to a new platform altogether? The degree of change required in employee behavior can be crucial to project success. But even when the amount of change explicitly for UC is minimal, other issues may complicate matters (ask anyone forced to migrate from Windows XP). Buttons on phones are bound to be in different locations, and software may have a different look and feel. Voicemail options will change, and new headsets may be required. Prepare for things to be different.

The goal is to ensure you understand how employees use the current system, so that you can minimize the impact of changes you introduce into the organization.

2 of 7
Comment  | 
Print  | 
Comments
Newest First  |  Oldest First  |  Threaded View
Page 1 / 2   >   >>
AbeG
50%
50%
AbeG,
User Rank: Black Belt
6/28/2014 | 6:19:56 PM
Re: SIP trunking
My first thought when it comes to video is that it is more effort than voice.  With voice, people do not have to worry about having a nice or at least neutral backdrop.

Someone with a cold might feel a little more free to briefly press the mute button while they blow their nose.  Who knows what else people do when they're on the phone with voice only, but it certainly feels like there is more freedom invovled.
MarciaNWC
50%
50%
MarciaNWC,
User Rank: Strategist
6/12/2014 | 12:16:39 PM
Re: Social UC
I think forums can be helpful -- I've actually gotten help from forums on a problem with my Honda Civic. Turned out a lot of people were experiencing the same issue. But as you note, they're only valuable over the long term once there's enough data.
aditshar1
50%
50%
aditshar1,
User Rank: Apprentice
6/11/2014 | 12:54:58 AM
Re: Social UC
Customer support keep high relevance in building market reputation and seeking towards same Forums sounds good alternate to end users, a single solution can help many. I guess many companies are already doing this for tech support like one of them is Cisco.
Brian.Dean
50%
50%
Brian.Dean,
User Rank: Ninja
6/10/2014 | 7:11:50 PM
Re: Social UC
@Justin, I completely agree, with each passing month, social keep on becoming more relevant and important. Another idea that I have heard recently concerning customer support, is the idea of using forums rather than, chat and email, to provide support. The rationale is that short terms there will be no benefits, but in the long term customers will have a huge database to search for a solution to a particular problem. 
JustinBagati
50%
50%
JustinBagati,
User Rank: Apprentice
6/10/2014 | 6:48:02 PM
Re: Social UC
Social media in bussiness is still coming of age. Tools like SF Chatter and Yammer are bridging the gap when it comes to a protected social network within the enterprise. software tools tools is the ability to build and integrate applications within core systems. Lync is a good example as a platform that allows heavy customization to imbed applications within the client.  

I feel users like the choice of segmentation their Social feeds with mainline UC applications (IM/Voice/Video/Collaboration). Linkedin is heavily B2B focused. Facebook, Yelp, ect are B2C critical. Personally, I enjoy my Linkedin feed in Outlook. One for the ability to pull in pictures and the social activity feed if a contact has status or job/title change.

Leaving business UC and entering the contact center, it is imperative that companies look at the "Omni Channel". The ability for a customer to engage via the method of their choosing is a major driver in brand loyalty and improving sales.

The latest study from Interactive Intelligence and others from Cisco confirm, that voice is still the king of customer engagement with over 50% using voice as their primary interaction. Self Service, Email, Chat, round out the top with Social media in the 5% range. I expect this to see a more social media shift in the coming years.
JustinBagati
50%
50%
JustinBagati,
User Rank: Apprentice
6/10/2014 | 6:29:18 PM
Re: SIP trunking
Resistance to change always going to be the single biggest roadblock to any project. Technology or even changing the paint in your breakroom.

You are spot on that including specific end users is critical for adoption. A company i worked for many years ago switched core business systems.

The leadership team promoted the new core system with a number of "Lunch and learn" events, training sessions, and a release party.

In this case, the end users did not have choice of selection, but they felt like part of the process with the roll out.
Brian.Dean
50%
50%
Brian.Dean,
User Rank: Ninja
6/10/2014 | 1:29:34 PM
Re: Social UC
Marcia, Cisco is a good example of a company that knows the value that can be created by its client's team by communicates and interacts, and yes, it is still a work in progress.

Another example is that of Salesforce, its Chatter app enables a good level of collaboration. All of these tools are rendered useless, if the organization does not have a culture to collaborate, and the organization that put a heavy value on collaboration will use every technology that is available, even if it's outwards facing technology, for example, Skype or LinkedIn, etc. 
MarciaNWC
50%
50%
MarciaNWC,
User Rank: Strategist
6/10/2014 | 12:52:35 PM
Re: Social UC
Good question. It seems that Cisco and other vendors have been working towards UC integration with social media for some time, but that it's still a work very much in progress.
MarciaNWC
50%
50%
MarciaNWC,
User Rank: Strategist
6/10/2014 | 12:35:16 PM
Re: SIP trunking
Having users involved in testing sounds like a great idea Brian, and the best way to gauge their comfort levels with various technologies and ensure they will buy into the system.
aditshar1
50%
50%
aditshar1,
User Rank: Apprentice
6/10/2014 | 4:20:16 AM
Social UC
Is UC just an indivisual application or we can make UC step together with Social Media, i have been listening around that we are towards symbiosis between UC and Social Networking but i guess this is still in progress..Any updates ..
Page 1 / 2   >   >>
Cartoon
White Papers
Register for Network Computing Newsletters
Current Issue
Video
Slideshows
Twitter Feed