Migration to the cloud looks different for every organization, and for many, the migration has included a lot of stops along the way. It’s become common for enterprises to adopt a hybrid approach on their way to full cloud adoption, or to embrace multi-cloud in an effort to work with the best that each vendor can offer. These models are true for a variety of technology formats, including unified communications.
In any given enterprise, there may be one cloud service preferred for video conferencing while another is accessed for file sharing. Yet another vendor may be providing voice call connectivity. When one of your customers uses this type of approach, interoperability can become a challenge, resulting in added complexity, cost and time. Here are four elements that should be in place when managing a multi-vendor unified communications environment:
Comprehensive visibility: While each vendor will provide a way to monitor their own applications, the enterprise must have a way to access the tools as a unified communications system. An option here is to access a third-party provider that can offer a tool that provides visibility across all communications applications. A comprehensive performance monitoring tool will help the administrator determine whether each application is performing as it should and if the end user experience is as expected.
Troubleshooting capabilities: Again, a vendor should always provide access to troubleshoot each individual piece of communications software, but soliciting a third-party provider that specializes in unified communications helps too. It’s important to be able to see across the entire platform and identify the root cause of any problem.
Hybrid cohesiveness: If an enterprise is making slow progress to full cloud adoption, a hybrid unified communications approach may require a strategy to make the systems feel cohesive. A hybrid cloud communications strategy adds complexity and can make it harder to problem-solve or know what’s causing slow performance. Determining, for instance, whether a call quality issue is due to problems in an on-premises application or one housed in the cloud, can be challenging. It’s necessary to embrace a holistic approach for better interoperability and a superior customer experience.
Expert advice: You can be the trusted partner in unified communications to help enterprises to navigate the three areas discussed above. And partnering with a master agent to keep you up to date on the technologies available and how to help your customers will ensure that you stay the expert.
Contact us at eXemplify to discuss the latest solutions for unified communications.