Achieving UC Management Success

Achieving UC Management Success

UC management needs have dramatically shifted as employees have moved from the office to the home, but core requirements remain.  To ensure availability and performance, as well as to measure utilization and business impact of UC investment, IT and business leaders must focus on the following:

  • Conducting pre-deployment testing to ensure that networks including LAN/Wi-Fi, and WAN, as well as home networks, are capable of providing sufficient voice and video quality
  • Automating provisioning to minimize configuration errors to ensure accuracy for requirements including E911 location management
  • Implement performance management capabilities that enable identification of potential problems before they occur, as well as rapid identification and isolation of issues that arise so as to minimize downtime and disruption
  • Security management that enables proactive activities such as penetration testing, audits, and patch management, as well as reactive approaches that minimize time to contain a security breach
  • On-going administrative capabilities that support moves, adds, changes, and deletions
  • Leveraging analytics to enable identification of application utilization, as well as potential business benefits such as improved productivity and increased revenues

The core requirement for a successful strategy is leveraging a mix of tools including existing network management platforms, UC vendor-provided tools, and UC specialty tools for administrative and performance management.  Nemertes finds that those who leverage specialty tools in addition to network management and vendor-provided capabilities see 28% lower operational costs than those who do not use such tools.  We also find that successful companies, defined as those with the highest ROI for their UC investments, spend 97% more on performance management, and 49% more on administrative management than less successful organizations.

Selecting the right specialty tool means carefully evaluating its ability to support both your existing and potential future environments.  For example, if you operate a mix of UC platforms today, but plan to converge and migrate to the cloud, you’ll want to look for a vendor that can support your current UC providers, as well as cloud providers that you are considering.  In addition, you’ll want to evaluate tools that allow you to automate administration and incorporate UC security management into your overall security operations framework.

Another core requirement for a UC management strategy is to gain visibility into remote worker performance.  With more than 70% of employees, on average, now working from home, the home office is the new office, meaning that IT must be able to ideally prevent, but also troubleshoot performance issues in the home, as well as easily configure new home workers, especially as they move between home, the office, and potential other workspaces.

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