Great Taste, Less Filling, Less Risk: UC and Managed Services
No, we’re not talking about a new beer, we’re talking about the world of Unified Communications and Managed Services. As we look at trends in communications, we continue to see the importance of blending together systems, applications and capabilities in a way that delivers the optimal experience with the least amount of risk. By definition, collaborative systems are going to cross manufacturers, vendors and departments. A good IT operations team understands the needs of the entire enterprise, and is able to provide resources that seamlessly deliver services where and when they are needed. Not unlike a good mixologist who needs to understands his variety of ingredient choices, mixing options and the pallet of his clients.
In our final video postcard within our communication trends series (Unified Communications, Managed Services & Outsourcing Facilitates Alignment), our experts discuss how unified communications, managed services, and outsourcing can facilitate alignment between IT and business units. This is really about IT organizations getting in touch with the needs of the lines of business that they support and taking a serious look at their own capabilities.
Let’s say for example, a company’s training department implements a video-on-demand training capability. That sounds like a very cool and easy way for subscribers/users within the network to log on and be trained by a video on new solutions, sales campaigns, tactics etc. Unfortunately, the real underlying responsibility falls on the shoulders of the IT department who needs to ensure that by introducing this streaming video capability into the environment – it doesn’t impact the quality of service (QOS) across the overall network. It’s all too common that one group’s great idea can become a potential “great headache” for IT.
Additionally, customer care staffs need to have a holistic picture across the entire customer interaction experience. They need to be able to take actions based upon accurate data by having access to data feeds and reports on an as needed basis. In today’s multi-modal world, the customer experience spans interactions across social media, e-mail, video chat and of course mobile phones.
Unified communications services help IT organizations with a range of support and management services that cover implementation/integration needs, road-mapping consultation, help desk support as well as full operational management and full outsourcing (Avaya Client Services).
Take a moment to revisit the informative communication trends video vignette postcards (in my earlier blogs), or view the full-length video to see our experts and industry analysts discuss all 12 Trends in Communications Technology for 2012. These trends permeate the enterprise, from marketing, to social media, to customer service.
How are you supporting your clients along their journey? What blend of options have worked for you as you’ve looked to manage and optimize your Unified Communications solutions??
Diane Royer is senior marketing manager of Avaya Client Services. Her focus is directing thought leadership for Avaya Client Services and integrating services into Avaya solution launches. Diane’s more than 30 years of business experience includes telecommunications marketing, sales and field operations. A native New Yorker, Diane holds a master of business administration from Adelphi University and a bachelor of business administration with honors from Baruch, City University of New York. Follow her on Twitter @ Royer_Edge