UCC tools: communication made easy - it-daily.net

UCC tools: communication made easy

Who does not know it? A meeting starts, the participants – present and remote – are ready and waiting for it to start. But the technical requirements throw a spanner in the works (once again); the fact that employees or customers from the home office cannot be connected or can be connected late is only one possible scenario if the technology goes on strike again.

To avoid such situations and to enable all employees and customers to have a smooth, flexible user experience and communication, Unified Communication and Collaboration Tools – UCC for short – are a valuable tool. But on what basis do companies decide which solution makes the most sense for them?

Firms and employers must continue to adapt and equip themselves for a more flexible world of work; According to a study by the opinion research institute Kantar on behalf of the collaboration platform Slack, around 73 percent – i.e. almost three quarters – of the 2,000 respondents no longer want to work in the office every day. The number of virtual meetings with customers and partners will also remain at a high level in the future. In order to respond to these challenges, companies must ask themselves the following questions: Where am I today? Which users (workforce) have to perform which tasks (workloads) at which workplaces (workplaces)? What are the individual requirements (workstyles) of our employees? And where do I actually want to be in the future?

UCC: Performance and fitability in view

It is therefore crucial for companies – especially with regard to an optimal user experience – to keep an eye on the current status of their communication solutions and to continuously initiate sensible optimizations. Because: There are always new technical possibilities on the part of the providers – not only in terms of communication and collaboration options within the company, but also in relation to the integration or connection of external parties (customers, partners, suppliers, etc.).

Many companies already use tools for integrated communication. It is important that the tools fit the company and its size in terms of both scope and functions. The cost aspect should not be the only priority. It is much more important to make the selection based on the productivity of the solution. Your own resources and skills are also important indicators. They ultimately determine what the company can handle and manage itself and where it may need external help.

Away from islands, towards uniformity

When introducing UCC tools in a company, it is always important to link and integrate them within the IT infrastructure in order to achieve an uninterrupted flow of communication. Because only then are higher efficiency through better cooperation and more transparent accessibility realistic goals. The UCC solution must be designed in such a way that it provides diverse business applications for different areas of responsibility in one application. It is the central technical basis for all participants, whether internal, external or from different departments, and integrates external tools such as Salesforce or another CRM system using bot technology. Because a collaboration that is “chopped up” into individual silos leads to dissatisfaction and inefficiency.

An interoperable device – an all-in-one solution – is required to manage the “electronic zoo”. It seamlessly connects different systems such as telephony and messaging, increases the productivity of meetings and the efficiency of employees. The device must be able to take part in all meetings and serve as a means to an end – communication.

Ease of use ensures acceptance

Ease of use is also important so that employees accept a UCC solution, use it to its full extent and integrate it into their everyday work without any problems. Since the tools ideally appeal to all generations within the company, individual and “feasible” solutions are essential. These must meet the needs of the users and make their everyday work easier in the long term. Companies should take any reservations seriously and accompany them when introducing the tools. An IT service provider usually takes on the implementation and customization.

Inclusion of externals is important

In addition, more and more employees today no longer have their workplace in the classic on-site office, the organization of working life is becoming more and more differentiated: some work completely mobile and have no fixed workplace, others work completely present or pursue a hybrid work model. Inclusion is therefore an important issue when connecting remote workplaces. Employees working remotely or external partners and customers should not feel like “second-class” participants in working life and in meetings, but as if they were there on site. So that they are integrated regardless of their location, can work without interference and have a positive audio and video experience, a tool that blocks out background noise such as construction site noise or barking dogs is just as important as additional hardware of any size.

Cross-industry areas of application

However, UCC tools are not only useful in classic office jobs, but also in the production area, for example, where they ensure efficient human-machine communication. Because remote work models are also becoming increasingly popular in production. Employees or external experts, for example from maintenance companies or the manufacturer himself, support the machine maintenance, repair, operation or design from the home office. This is possible with data glasses technology as a remote maintenance application. With this, employees in the home office can process or solve problems or questions remotely. The data glasses connect to the company network via WLAN and transmit the employee’s point of view on site 1:1 to the screen of the colleague in the home office. This can support quickly and flexibly from afar. With an API interface coupled to Cisco Webex, machines are also able, for example, to communicate with employees and thus automatically report a disruption in a Webex team room via error analysis – through annotations, even across language barriers. This means that faults can be rectified more quickly and process efficiency increases.

Virtual citizen offices

Municipalities, cities and other public administrations also use UCC solutions to stay in touch with their citizens and make the city more attractive. Virtual counseling options, based on a software solution individually tailored to the municipality, are suitable, for example, for holding virtual appointments and smoothing out the allocation of appointments in citizens’ offices. These virtual opportunities also open up opportunities for service companies such as insurers, banks, health insurance companies, car dealerships or furniture stores to generate additional business and to meet users where they need help and advice.

If companies – regardless of size or industry – use UCC tools, there are many advantages: from greater efficiency to more transparent cooperation. Companies must be guided by their actual needs and resources. This is the only way to build a long-term positive user experience with positive effects on business operations for your internal and external users.

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