Keeping Unified Communications Simple

July 30th, 2019

This article was published by Telecom Reseller.

A Unified Communications (UC) cloud technology platform is considered a front-line toolset for enterprise competitiveness because it improves productivity and reduces the time employees, customers, and partners need to accomplish tasks. The beauty of this cloud technology is in its simplicity. Features are intuitive, making collaboration easier and faster than ever.

But the effortless ingenuity of UC is often sharply contrasted by a complex deployment process.

It’s very easy to overshadow the benefits of UC with a convoluted solution and complicated installation. With multiple components and numerous, disjointed communications systems and IT networks required for support, delivering a solution and service experience that’s as unified as the name suggests can often be difficult.

Here’s how to keep UC simple.

UC Impediments: Know Your Biggest Enemy

There are multiple factors involved when implementing and operating UC successfully. Most IT leaders focus on which tools, features, and technical requirements they need. This approach is correct, but it’s only half of the equation. Simple UC demands more than features. It requires easy and rapid implementation, as well as easy and rapid changes and updates. Most importantly, it demands the ability to manage the UC service performance in real-time.

Simplicity’s biggest enemy is disconnected systems and people. UC solutions are typically composed of multiple parts that must be tightly integrated, tested, and proven. Plus, all parties involved (vendors, VARs, MSPs, consultants, and providers) must all closely collaborate.

UC Impediments: Solve the Visibility Problem

The problem for UC today is complexity for IT. It’s not uncommon for CIOs to have a range of different phones/devices that need to be supported as well as different PBX and contact center technologies operating over multiple networks and interacting with multiple cloud apps from different providers.

When it comes to ensuring perfect video conferences and crystal clear global communications, this fragmentation doesn’t make for good IT visibility. With a myriad of providers, networks, and devices, IT can’t effectively manage and troubleshoot communications systems and network performance. To make matters worse, many times the UC technology upgrade doesn’t solve the IT visibility problem. In fact, some solutions add another player/vendor/provider and layer of complexity to the already arduous puzzle, making problem-solving even more incoherent.

Simplifying UC: Build a Single Cooperative for End-to-End Control

The fragmentation explains why forward-thinking leaders use the UC investment as an opportunity to unite critical communications systems into a single cooperative that enables IT transparency, simplifying ownership, and performance optimization. Executives who leverage cloud communications technologies to digitally transform and disrupt their industries typically take total ownership of three technology ecosystems:

  1. Corporate communications systems
  2. Contact center communications systems
  3. The IT network(s) that support all communications applications

A well-designed communications strategy triangulates the three ecosystems, providing real-time analytics and service control tools. Complete mastery of the UC environment allows executives to easily deliver perfection, because they can control the end-to-end IT architecture that supports communications. As a result, executives are empowered to ultimately protect the quality of all communications–delivering excellence for both the internal communications and the external customer experience.

Delivering Simple UC: Designs, Approaches, and Making Everyone Happy

What do IT teams need to reach this pinnacle of simplicity? There are best practices in strategy, design, and technical capacity. Let’s take a look at each.

Technical Capabilities for UC Simplicity

A single view of your entire network performance is the first requirement, as this removes visibility problems and assures performance issues are easily located and quickly resolved. Bandwidth utilization tools, application prioritization capabilities, and dynamic traffic routing abilities help put resources where they’re needed most. Communications and IT managers find that programming tools that allow them to proactively schedule bandwidth boosts during peak season or just before global video conferences are equally helpful. More importantly, these advanced tools reduce the distractions of network headaches, so executives and their teams can focus on innovation and digital transformation initiatives.

Design and Implementation Approaches that Support UC Simplicity

Beyond network ease-of-management, simplicity requires an approach that is seamless and customized for the IT environment, yet remains flexible enough to adjust to any unknowns in today’s digitally disruptive world. Solution flexibility is what helps CIOs avoid common implementation complexities. Here are some approaches that support simplicity:

Making Everyone Happy with a Simple Solution

Part of simplicity is finding a solution that can meet the needs of customers, users, and executives alike–when in fact each of those groups wants something different. Satisfying everyone is simpler when your UC approach is comprehensive and can accommodate shifts in strategy–whether it’s switching from private to public network connectivity, getting new locations online quickly, or connecting a large list of devices and endpoints as part of an IoT initiative.

Satisfying the largest audience is also easier when your communications service comes with guarantees (SLAs) that are consistent across the globe. Providers that can check all these boxes serve up a more unified solution that doesn’t ignore the needs of global enterprise continuity. Masergy serves as an example of one such provider. They offer fully managed UC solutions (UCaaS and CCaaS) coupled with a software-defined network platform specifically designed for real-time, worldwide communications. Plus, they cover your security needs with managed security services addressing both threat detection and response.

When you’re designing a simple, all-inclusive UC approach, don’t forget to look for strategic partnerships and providers that are certified or preferred by the UC technology manufacturer. These marks are the sign of the tightest integrations, which means these solutions are industry-tested, trusted, and proven for mid-to-large enterprises. Additionally, network service providers focused on software-defined IT agility or SD-WAN will easily embrace your system modifications, allowing your enterprise to keep evolving on the digital transformation journey.

When change is constant, keep UC simple.

Gary Audin

With more than 40+ years of computer, communications, and security consulting and implementation experience, Gary Audin is a celebrated author and IT thought leader with regular articles published by Telecom Reseller, No Jitter, TechTarget, and Webtorials. Gary has operated and managed data, LAN, and telephone networks including local area, national and international networks as well as VoIP and IP convergent networks both in the U.S. and across the globe. As a trusted consultant, he has advised domestic and international venture capital and investment bankers in communications, VoIP, and microprocessor technologies.

Related Content

Perfect VoIP and Video Conferencing: How to Avoid Digital Mush

VoIP and video communications must be crystal clear. Don’t miss this network connectivity guide that helps you identify the access types best suited to accommodate unified communications.

Read more

AI for the Contact Center: What Research Studies Say about ROI

AI is fueling the digital customer experience, and research studies can help you confidently create a plan for investment. Identify ROI and avoid implementation missteps with this guide.

Read more

How to Invest Wisely in Digital Transformation with Technology Chains

In focusing too narrowly on single technologies, IT leaders miss out on the aggregate benefit of technology chains. The key is to ensure tight integration across all layers of the IT ecosystem with a technology value chain.

Read more