BlogManaging Unified Communications with Better Analytical Insights

Managing Unified Communications with Better Analytical Insights

May 5, 2016, Usage Management

Written by: Larry Foster, Head of Product Strategy

To drive intelligent, directional decision making today, business communications must support anywhere, anytime and any method of always-on integrated communications and collaboration solutions. But as organizations employ an increasingly complex mix of video, IM, web, email and other communication tools, it’s difficult to know which ones are used the most, which ones work best or not at all, and importantly, which methods are being used by the more successful teams.

Organizations are boosting productivity and improving collaboration in addition to saving costs and optimizing usage by employing advanced analytics to manage unified communications. Rather than just looking for new IT efficiencies, organizations are moving to define the value and impact of communications usage by measurable business outcomes. That is why organizations are turning to usage management solutions to automate the translation and enrichment of raw IT and unified communication data to produce insights that support financial accountability, portfolio optimization and proactive capacity management. By adopting multi-dimensional analytics, organizations can create structured metrics to identify and measure improvements, opportunities for optimization, and root cause analysis outputs in a consistent, repeatable way.

It’s a Virtual Work World

Unified Communications are a bigger deal than ever – with global organizations supporting ever-expanding virtual workforces that need seamless, always-on collaboration across geographies and time zones. The collaboration market is estimated to be $20.8 billion in 2016 (COMMfusion LLC) and the conferencing market is predicted to grow to $3.3 billion a year by 2018 (Infonetics Research). The lower cost and convenience of collaboration and conferencing tools, email, messaging, voice and video have virtually eliminated any barriers to global collaboration and decreased the need to relocate or commute. And we can all assume that it will become even more the norm in the very near future.

Transform Insights into Productivity

The challenge and opportunity for organizational leaders is to understand how to combine, simplify and share these new streams of information to enable insights supporting continuous improvement and competitive advantage. Leaders at all levels of the organization need to leverage the available information in ways that will help their employees become more productive and in turn, achieve even greater levels of success for their organization.

To achieve this level of valuable insights in order to enable proactive management of unified communications, best-in-class organizations are focused on identifying solutions that:

  • Create one centralized repository of unified communications data to enable interactive analytics shared across the organization
  • Gain insight to adoption trends to improve performance, enforce policies and improve collaboration
  • Provide secure portal access to all managers for centralized insights
  • Support right-sizing devices, services, apps and hosted subscriptions
  • Analyze traffic and quality of service issues to address bottlenecks by re-shaping infrastructure, adding capacity or changing usage
  • Help leverage and share insights, as well as showcase wins and benefits to accelerate adoption
  • Identify and benchmark communications patterns of top performers to create best practices for improved performance and collaboration
  • Measure success by data source to improve performance, customer satisfaction, enforce compliance and control costs

The proliferation of new methods of business communications leads to new, effective ways for employees, customers and suppliers to collaborate. This proliferation increases the risk that key information could be lost or overlooked. Advanced UCC analytics offers new opportunities to look at the interrelationships of transactions in combination with other data across the organization to drive competitive optimization, productivity gains, automated compliance and new insights for future innovation.

Larry Foster Bio