Third-Party Integration
Going with a cloud-based UC system? You're in luck, as many Unified Communications as a Service (UCaaS) vendors include third-party integration out of the box. Software Advice found customer relationship management (CRM) tools and contact center software connect seamlessly with these UC solutions. Look for documentation on third-party support during the procurement process and focus on solutions designed to work with your mission-critical systems.
Easy to Use APIs
You don't always hit the integration jackpot, but user-friendly application programming interfaces (API) help you connect your systems with the UC platform. Your custom development investment varies based on the flexibility of your existing infrastructure. If you're working on 20-year-old legacy equipment, you're probably in for a long coding night. Look for vendors with thorough API documentation or hands-on assistance with the process. Popular APIs also come with an experienced third-party developer community. Consider leveraging their specialized expertise to guide your integration project.
Hybrid UC Solutions
You want the cost advantages of a cloud-based UC, but you have a significant investment in your on-premise equipment. A hybrid UC solution delivers the best of both worlds by incorporating your existing hardware into the system. This configuration gives you significant flexibility compared to an on-premise-only solution, plus you still keep your capital expenses low. Some configuration options for a hybrid UC infrastructure includes moving conversations dealing with sensitive information on-premise so you control it entirely, splitting your internal and external communication between on-premise and the cloud, or seeking ways to optimize performance throughout your organization.
Business Process Revision
Your current business processes don't go unscathed when you transform communication and collaboration. Start your work long before deployment with an extensive change management plan. UC has the potential to drastically improve your business productivity, customer satisfaction and revenue, but you only accomplish these goals if your employees uses the system correctly. Work with teams and departments to optimize UC-based workflows and business processes. They're the ones doing their jobs on a day-to-day basis, so their feedback is critical.
Gradual Rollout
UC deployment is not an all-or-nothing approach. You face too much operational disruption and lost productivity if you roll out the system to every department at the same time. Unforeseen bugs, unprepared employees and deployment problems may result from that strategy. Start small with your UC solution. Work with the departments that would benefit the most from better communication. Your customer service department gives you a good starting place. Don't replace the existing solution before you confirm the UC software's stability and suitability for your business environment. You may need to run both applications at the same time until you complete the transition period.
Your aging IT infrastructure won't hold you back from adopting a modern UC system. Explore these techniques for integrating your new UC solution successfully. You always face challenges with any deployment, but you can take one worry off your plate when it comes to UC.