Building a unified communications (UC) solution in the cloud is widely lauded as a one-time-fix-all for businesses. According to Transparency Market Research, this “as a Service” model has an impressive compound annual growth rate, logging a whopping 23%, with expectations reaching almost $38 billion by 2022. However, there’s more involved in the construction of the platform than simply adopting a cloud-based UC infrastructure.
To ensure that their UC solution is effective, companies must examine the entire equation. UC includes a variety of technologies, and the full gamut of those interdependent systems must be analyzed before measurable results can be realized using the cloud.
Cloud-based UC offers an excellent avenue for lowering costs, but there are five key areas that businesses should consider in order to develop a comprehensive strategy. When making the transition, businesses must coordinate effective collaboration between the technologies that influence voice quality, availability, and end-user adoption. Primary considerations include:
- Network Planning—Extending network capabilities to the cloud means that companies need to ensure that acceptable bandwidth has been provisioned to prioritize voice traffic. Service providers can easily perform this, but if making the change in-house, personnel will need to account for the new flows, quality of service configurations, and existing service contracts.
- Management Considerations—There are many components involved in voice transmissions, and network stability depends on having the right tools, measurements, and visibility to ensure uncompromised service delivery. When cloud-based UC is utilized, specific monitoring software should be included as well. SMBs with limited IT staff can overcome this challenge by contracting with a qualified service provider to augment personnel and expertise.
- Existing Infrastructure—While creating UC in the cloud is relatively easy for new businesses, those that operate with large quantities of legacy hardware and multiple site locations should consider expert assistance to conduct a monitored, scheduled transition.
- End-User Acceptance—No matter how well developed, if a UC cloud solution doesn’t meet end-user needs, the cost reductions and advantages won’t have an impact on the business. Enterprises need to examine how their current users conduct day-to-day operations, and tailor UC training to address those specific needs.
- Security and Compliance—Transitioning UC to the cloud creates additional security and compliance concerns. Service delivery constraints for multi-national customers and industry specific data regulations combined with a myriad of telephony laws and compliance restrictions make cloud-based UC data security complex, to say the least. However, a qualified service provider should be able to navigate the realms of requirements and deliver a secure solution.
Cloud-based UC will deliver cost savings and improved efficiency. Businesses just need to view the solution as a comprehensive strategy to ensure the attainment of measurable results.