4 Factors to Consider when Choosing UC Solutions Vendors

Written by KOVA Corp

Effective UC (unified communications) solutions can play an integral role in streamlining the communication processes and outcomes for any contact center. As technology continues to evolve at breakneck speeds, a well-thought-out UC (unified communications) plan that allows for ongoing change can help your enterprise communicate more efficiently and ultimately, more profitably.

UC has long been a buzzword in the world of I.T., but what does UC mean? In his blog post on this very topic, Rick McCharles’ definition of unified communications is spot on. McCharles defines UC as “An evolving communications technology architecture which automates and unifies all forms of human and device communications in context, and with a common experience. Its purpose is to optimize business processes and enhance human communications by reducing latency, managing flows and eliminating device and media dependencies.”

Essentially, you have multiple people, having multiple conversations, using multiple devices, communicating in multiple formats, at different times and from different locations. Simply put, UC solutions can help make these conversations more efficient. It’s important to note, that there is no one-size-fits all UC solution. Most enterprises will need to integrate multiple UC solutions into their UC architecture plan.

If your enterprise is in the process of developing your UC architecture, and considering which UC solutions to incorporate into your UC plan, there are several key factors to keep in mind.

1. Cost Justification. UC solutions can come with a hefty price tag, and your leadership team will need to know how this investment will pay off and how soon. In other words, what return on investment (ROI) can you expect to see after implementing your UC architecture plan and over what period of time? What ongoing costs are associated with your plan? After assessing your enterprise’s operation, your potential UC solution vendors should be able to help you answer this question, so be sure to ask. This information will also be helpful when comparing one vendor’s solution to another’s.

2. Adaptability. We have all seen how quickly technology changes, and today’s great innovation will be old news before we know it. When evaluating UC solutions, look for technology and vendors that are looking toward the future. In other words, can the solutions being offered today be easily updated as technology evolves? How well will different solutions work together? The adaptability factor is crucial for protecting your investment.

3. Reliability. This factor is especially important for emergency contact centers, where mere seconds can mean the difference between life and death. How reliable is the solution and how reliable is the vendor when it comes to resolving issues with the solutions they provide? What back up systems are included should the main solution fail? How helpful will the vendor be when the need to integrate new or different technology arises? Ask for references and talk with all of them before signing on the dotted line.

4. Roll-out Process. You will also want to talk with potential UC solution vendors about how they manage the roll out of a new installation – whether it’s a solo vendor or multiple vendors working together. An experienced UC solution provider should understand the need to avoid workflow interruptions for contact center agents and be flexible in scheduling installations during non-peak hours and in phases where appropriate.

At KOVA Corporation we work with our enterprise clients to develop flexible, custom, enterprise contact center and workforce management solutions that accomplish their specific needs and goals. Contact a KOVA representative to learn more.

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