Call Accounting Featured Article

End User Needs Are An Important Consideration When Adopting UC Solutions

June 14, 2016

The uptake in unified communications (UC) solutions and the popularity of bring your own device (BYOD) have made a lasting impact on business communications. UC offers a host of benefits to both businesses and end users in the form of cost savings, flexibility and productivity increases. It also causes some inherent complications when it comes to call accounting and reporting.

A recent blog post from ISI (News - Alert) Telemanagement Solutions, a company specializing in call reporting and accounting as well as telecom analytics, examines some of the unique challenges of keeping tabs of UC devices and services in a blended business environment. According to ISI, one of the first things an organization should keep in mind when implementing UC solutions is adoption metrics and their impact on the network.

“Simply stated, some platforms are not as easily portable as others and some systems are not as interoperable with some devices as others,” wrote ISI in the post. “Finding the best UC solution to combine all the necessary features your employees need can be a daunting process. To make this process easier, companies need to know more about their employees’ habits and workflows.”

That may be achieved by getting worker input on any UC solution an organization is planning to implement. Of course the IT department will play an important role in this decision, but employees can provide valuable insight and feedback when it comes to actually using a tool or solution. ISI offers a comprehensive way to gather adoption and usage metrics from workers in the form of its “SWITCH” theory.

The first step in SWITCH is to survey employees to determine how well they like their existing tools and what they are looking for in a new solution. This step also gathers important information on everyday workflows and usage. The next step is to wait patiently for survey results before making any important UC investment decisions.

Companies should then investigate solutions they are considering and compare their features and functionality to those desired by employees. Flexibility and scalability in accounting for existing and future needs should also be considered, as well as available network resources and whether they can support the demands of the new solution. A Voice Network Traffic Analysis can be an important tool in determining whether an organization has appropriate bandwidth to meet traffic demands.

The next step is to train employees on the new UC platform to ensure high rates of adoption and satisfaction. Organizations should also calculate technology adoption by validating usage patterns for specific devices. Finally, the help desk can be an important tool in understanding adoption issues and working to address problems to increase usage rates and end-user satisfaction.

By taking the time to properly evaluate UC solutions with both business and end-user needs and desires in mind, organizations can ensure they are getting the most value out of their investments. They may also be assured that devices and services are properly tracked and monitored for call accounting and reporting purposes, ensuring operating expenses remain low while adoption rates rise.

Edited by Stefania Viscusi

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