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How do you measure the impact of UC apps on your communication and collaboration goals?

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Unified communications (UC) is a term that encompasses various tools and platforms that enable seamless and efficient communication and collaboration across different devices, locations, and channels. UC mobile and desktop apps are essential components of a UC strategy, as they allow users to access and use the features and functions of their UC system from anywhere, anytime. But how do you measure the impact of UC apps on your communication and collaboration goals? In this article, we will explore some key metrics and methods that can help you evaluate and optimize your UC app performance and user experience.

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1 User adoption and satisfaction

One of the most important indicators of the impact of UC apps is how many users actually adopt and use them regularly. User adoption and satisfaction can be measured by tracking the number and frequency of app downloads, activations, logins, sessions, and calls or messages. You can also collect feedback from users through surveys, ratings, reviews, or interviews to understand their level of satisfaction, preferences, challenges, and suggestions for improvement. By monitoring and analyzing user adoption and satisfaction data, you can identify the strengths and weaknesses of your UC apps, and make adjustments to increase user engagement and retention.

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Ramesh Lakshmikanth

Leading and Architecting Next Gen Collaboration Solutions at Nvidia
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UC service is much wider than just UC apps, There are several offerings comes under its umbrella, some are as below: - UC apps - Soft phone app - Video calling / meeting app - Contact center - Agent calling phone/app - CRM integration - Conference Room - Huddle/Medium/Large rooms - Training rooms - Event spaces - Digital signage - Way-finding tech - Room reservation service And there are many other micro services associated to it. Additional key factor to increase adoption and obtain user satisfaction of the UC service is - User trainings, - Easily accessible friendly and short knowledge articles, - Create and publish quick 30 second how to video guides.

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Bill (PhoneBill) McClain

Trusted Technology Expert 3X Founder, AI & Telecom Pioneer ?? Supporting Businesses of all sizes and solving big and small technology problems for you.
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The success of UC has many elements that must function as designed. My experience however, can put one of these elements at the top of the list. Training Adoption of UC will increase 10 fold when the users not only know all the features but how to use them all…??

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2 Quality of service and experience

Another key metric that reflects the impact of UC apps is the quality of service and experience that they deliver. Quality of service and experience can be measured by tracking the technical performance and reliability of your UC apps, such as latency, jitter, packet loss, bandwidth, uptime, availability, and security. You can also measure the user experience and perception of your UC apps, such as ease of use, functionality, design, compatibility, and accessibility. By monitoring and analyzing quality of service and experience data, you can identify and resolve any issues or gaps that may affect your UC app performance and user satisfaction.

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Bill (PhoneBill) McClain

Trusted Technology Expert 3X Founder, AI & Telecom Pioneer ?? Supporting Businesses of all sizes and solving big and small technology problems for you.
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UC is not for telephone guys anymore! Having experienced network engineers on the UC team will ensure the best quality possible. Knowing where your packets go once they leave your office was a guessing game in the early years of cloud VoIP but with the adoption of SD-Wan integration not only can we guarantee voice quality but build in cloud redundancy with secondary circuits or 5G connections.

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Ramesh Lakshmikanth

Leading and Architecting Next Gen Collaboration Solutions at Nvidia
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Build good monitoring tools to measure the quality of service, Set right thresholds and alerting mechanism out of those monitoring tools. These tools will enable service owners to have proactive approach to any anomalies in the service. These are some of the great operational excellence framework, eventually ends up with delightful experience for the users.

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3 Productivity and efficiency

A third metric that demonstrates the impact of UC apps is the productivity and efficiency that they enable for your users and teams. Productivity and efficiency can be measured by tracking the time and resources saved, the tasks and projects completed, the errors and delays reduced, and the goals and outcomes achieved by using your UC apps. You can also measure the collaboration and innovation that your UC apps foster, such as the number and quality of interactions, ideas, feedback, and solutions generated by your users and teams. By monitoring and analyzing productivity and efficiency data, you can identify and quantify the benefits and value of your UC apps for your organization and stakeholders.

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Ramesh Lakshmikanth

Leading and Architecting Next Gen Collaboration Solutions at Nvidia
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- Utilization dashboards - Health metrics - Analytics and trends - Uptime of the service - Reliability and performance metrics based on user reports, these are obtained from different sources such as (emails, chat messages, feedback surveys) not limited to support tickets. Are some of key productivity and efficiency drivers.

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4 ROI and TCO

A fourth metric that indicates the impact of UC apps is the return on investment (ROI) and total cost of ownership (TCO) that they generate for your organization. ROI and TCO can be calculated by comparing the costs and benefits of your UC apps over a period of time. The costs may include the initial investment, maintenance, support, upgrades, and licensing fees of your UC apps. The benefits may include the savings, revenues, profits, and customer loyalty that your UC apps create. By calculating and analyzing ROI and TCO data, you can evaluate and justify the financial viability and sustainability of your UC apps.

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Bill (PhoneBill) McClain

Trusted Technology Expert 3X Founder, AI & Telecom Pioneer ?? Supporting Businesses of all sizes and solving big and small technology problems for you.
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Properly investigating and auditing all aspects of the customers current service will often change the ROI curve in favor of the customer. We almost always find waste ??

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5 Benchmarking and best practices

A fifth metric that reveals the impact of UC apps is the benchmarking and best practices that they follow or set for your industry and market. Benchmarking and best practices can be measured by comparing your UC app performance and results with those of your competitors, peers, or industry standards. You can also measure the recognition and reputation that your UC apps earn from your customers, partners, or industry experts. By benchmarking and analyzing best practices data, you can identify and leverage your competitive advantages and opportunities for improvement.

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How do you measure the impact of UC apps on your communication and collaboration goals?

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1 User adoption and satisfaction

2 Quality of service and experience

3 Productivity and efficiency

4 ROI and TCO

5 Benchmarking and best practices

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