As you define the requirements for your new unified communications (UC) solution, it’s important to identify the capabilities that fit best with how your team works. Why? Because rolling out the right features and apps will have a direct impact on adoption rates which, in turn, will maximize use of the technology.
One way to ensure a higher rate of adoption is to have a clear picture of how your employees work, communicate and collaborate. Use the three-step process below to ensure that you gather all the data necessary to develop a reliable picture of your team’s needs and preferences.
1. Conduct Internal Research
Before getting caught up in all the options, identify the needs of your organization. First, conduct an internal systems audit. Look at what’s in place, create an inventory of communications applications employees already have and gather data on which ones they actually use, how often they use them and through which endpoints and devices. Then, identify how these applications are applied to everyday workflows, paying particular attention to the processes where integrating voice will add new values.
Next, survey your employees. How they work today is only one piece of the puzzle. Ask them how they want to work. Are they happy with the procedures and tools they use today? What improvements would they make? You’re sure to get criticism, but also gain valuable feedback in the process.
2. Analyze Employee Demographics
Where your team members work is as critical as how they work. If they’re dispersed across multiple locations or work from home, UC collaboration tools such as desktop sharing and video and web conferencing will merit a closer look. Look for a solution that can deliver the same features and flexibility for all employees, no matter their device or location.
If you have a large workforce that travels frequently, mobility features will be essential. For example, those users will likely want features that enable them to move seamlessly from a laptop in their hotel room to a mobile phone in the car on the way to the airport.
3. Review Organizational Goals
Finally, align your findings with your organization’s goals. Know your KPIs and determine which UC capabilities are most likely to have a strong impact. For instance, one KPI might be to increase workplace productivity. Features such as click-to-call can streamline workflows, while the ability to integrate business process applications can reduce the time spent on each customer call. As a result, UC features such as this will allow you to handle more inquiries in a more efficient and effective manner.
This process will provide a 360-degree view of your team’s communications needs and preferences. You’ll be rewarded with a clear definition of exactly which UC capabilities best fit your organization. Your choices will not only guarantee higher adoption rates, but also help your company to achieve other goals as well.