Simplification, efficiency, control: surely the top three goals shared by enterprises everywhere.
Not only do they drive productivity and profitability; they also contribute to the enhancement of that other top priority – user experience.
Of course, technology is on hand to help deliver on these aims, with smart solutions, software, and applications on offer at every turn. However, as these clever tools’ capabilities expand the art of the possible, so it is that enterprises’ expectations irrevocably rise.
They crave the optimization of collaboration environments, the provision of real-time monitoring and resolution, and the empowerment of informed decision-making through comprehensive business analytics.
No longer content with delivering, say, 80% of the possible efficiencies on offer, leaders (and their IT service providers) are looking to the latest iteration of digital workplace management smarts to boost the gains yet further.
How to make it happen? Partner with a vendor that has the required solution suite and expertise.
“Enterprises have leveraged the transformational power of cloud-based unified communications by deploying Microsoft Teams, or Zoom, or Cisco Webex but they have lost elements of control because endpoints are no longer on their network – driving further efficiencies is only possible if that control is regained,” says Jamie Litherland, Solution Owner at global-leading digital workplace management software provider VOSS, whose Insights solution facilitates exactly that.
“Enterprises’ specialist IT teams and their service partners are too reliant on those third-party platform providers for the vital performance information they need to optimize both office-based and remote user experience across a large estate. Instead, they need a solution which monitors, captures, consolidates, and presents all of that disparate data via a single pane of glass. Only then can that extra final 20% of available efficiencies begin to be realised.”
In the case of VOSS Insights in particular, three so-called pillars of excellence support optimum outcomes.
User Experience
Organisations’ UC estates should offer employees a seamless and high-quality user experience, regardless of their location. Issues like poor video, meeting, or call quality can frustrate users and hinder effective communication. This can be driven by a number of increasingly complex factors such as local network performance, internet performance, service issues, or devices being used. VOSS Insights provides visibility across these dimensions by actively collecting data, testing, and analyzing the environment to provide an in-depth understanding of the user experience and identify areas for improvement. This actionable intelligence can help in the swift and proactive addressing of issues, optimize resource allocation, and provide a high-quality collaboration experience for employees.
Monitoring and Resolution
Insights identifies and resolves issues before they impact users, minimizing downtime, and optimizing productivity. Organisations gain real-time insights into availability and UC observability, robust security and compliance measures, comprehensive auditing, and simplified upgrade and scaling procedures. This ensures that UC environments remain resilient, secure, and ready for future growth.
Business Analytics
Understanding how collaboration tools are (or are not) contributing to organisations’ wider success is crucial. The ability to provide analysis of the metrics that matter most is key, as is the ability to put the appropriate data into the hands of the appropriate individuals. This includes a wide range of ever-evolving metrics that give insight into the current value being derived from the Insights solution, while also providing data to help support future investment decisions. A single dashboard reports on asset usage, adoption, and costs, and empowers organisations to track vital assets, and monitor user behaviour.
“People communicating with organisations as well as the employees dealing with those communications are becoming more and more discerning in relation to the whole experience,” says Litherland.
“In the earlier days of pandemic-induced unified communications, tolerance levels for poor experience were higher than they are today. Now, with a continuing shift towards a more structured hybrid working environment, tolerance for a poor experience is very much lower. In turn, system up-time correlates directly with employee productivity, and employees are every organisation’s most expensive asset. If they are not working in an optimal way, productivity and ROI decrease. In the contact centre space in particular, unproductive agents can cause loss of revenue and reputational damage.”
Optimal system performance also impacts the attraction and retention of a high-quality workforce.
“As organizations navigate the hybrid working challenge and offer a range of multi-vendor UC and productivity tools, employees’ digital experience is harder to guarantee but more important than ever,” says Litherland. “In short, talented people are not going to hang around in organisations that do not provide the tools and the performance management systems they need to do their jobs effectively.
“VOSS Insights excels in enabling the delivery of the best possible user experience and maximizing the value of a UC estate.”
To learn more about how VOSS Solutions Insights can help your and your customers’ businesses enhance the unified communications experience, please click here.
