Critical Capabilities for Unified Communications

Critical Capabilities for Unified Communications

Businesses migrating away from legacy PBX systems are typically looking for a unified communications (UC) solution that includes voice, messaging, video and meeting solutions, and sometimes integration into contact centre solutions.

All too often people look at UC as one thing however there are many critical capabilities that organisations need to consider when deciding on a UC solution. Organisations need to understand their business requirements and select a solution whose strengths align with their most important requirements.

Often the most important is telephony which quite often gets taken for granted – until the users have issues with the new solution and then demand a traditional handset that just works, just like their PABX has done for years. Alternatively they work from their mobile phone which bypasses the unified communications solution altogether.

To assist with this, Gartner provided further analysis for all the vendors listed in their “Magic Quadrant for Unified Communications” earlier this year. It evaluated their effectiveness in addressing users’ needs in five use cases:

  • Full UC with strong telephony
  • Full UC with strong collaboration
  • Full UC for midsize organizations
  • Ability to offer hybrid solutions
  • Integration with contact centre solutions

Critical Capabilities Use-Case Graphics

Figure 1. Vendors’ Product Scores for the Full UC With Strong Telephony Use Case

Source: Gartner (July 2017)

Figure 2. Vendors’ Product Scores for the Full UC With Strong Collaboration Use Case

Source: Gartner (July 2017)

Figure 3. Vendors’ Product Scores for the Full UC for Midsize Organizations Use Case

Source: Gartner (July 2017)

 Figure 4. Vendors’ Product Scores for the Ability to Offer Hybrid Solutions Use Case

Source: Gartner (July 2017)

 Figure 5. Vendors’ Product Scores for the Integration to Contact Centre Solutions Use Case

Source: Gartner (July 2017)

As you will see some vendor solutions were consistent in their relative position to others where some moved places quite significantly.

If you are about to look at selecting a UC solution for your business, focus on your main user and  business requirements and then ensure you prioritise the capabilities that target these requirements.

TeleConsultants has worked with many clients of different sizes, across different industries, to help find the correct fit. We are keen to share our knowledge and experience.

 

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