Moving to Unified Communications as a Service (UCaaS) can be helpful for any business. However, organizations looking to spearhead such a move need to determine their readiness to successfully implement and use cloud-based technologies. Following are several points that businesses should consider prior to implementing UCaaS.
Organizations transitioning to UCaaS may discover that their employees have unique communications requirements. For instance, desk-bound workers have relatively few mobility requirements, limiting most of their needs to telephony. Service technicians, sales representatives, and remote employees, on the other hand, need all of the UC mobility and collaboration tools they can get to stay connected with the rest of the organization. Executives might best benefit from a full range of UC capabilities for their varied mobile and desk needs.
How a UCaaS implementation handles call flow is especially important for businesses transitioning to the new technology. UC expert Bill Balvanz refers to the process of designing a solid telephone backbone as “In-Out-Across.” This process deals with a wide variety of call flow issues:
- Where inbound calls go
- How employees make outbound calls
- How calls across the enterprise are handled
Advanced Services Requirements
Businesses looking to make the switch to UCaaS should also consider if they have any need for advanced services, including call reporting and contact center capabilities. These requirements can vary depending on the organization’s needs, making it critical for organizations to have a deep understanding of these needs and how they can be supported.
Legacy Analog Systems
Not every system will be able to make the jump to UCaaS. There are still plenty of devices that are heavily reliant on analog phone lines, including certain point of sale systems and fire alarm lines. Some devices offer better functionality on analog lines. Companies that perform a heavy volume of faxing, for example, may be better served by maintaining their existing POTS line or transitioning to a compatible infrastructure such as hosted fax.
Installation and Training
UCaaS offers several avenues for installation, from phone packages that are already provisioned and capable of self-activating once installed to devices that require an entire team of installers to set up. It’s important for organizations to consider the approach that works best for their needs.
The same can be said when it comes to training employees on how to use these systems. Some organizations prefer taking a hands-on approach through face-to-face and online training, while others allow employees to set their own learning pace and dive deeper when they’re more comfortable.
All of the above should be considered when transitioning to UCaaS. To learn more about whether your company is ready for the transition, contact eXemplify today.