Factors in full-stack cloud communication platform evaluation

Enterprises are on a constant journey in buying, implementing, and managing collaboration and communication systems. Over the last few years, that journey has taught us, if anything, is that change is constant and large industry shifts are not always predictable. While it is obvious collaboration and communication tools have always been important, the shift to remote work caught many organizations by surprise and in some cases demonstrated that we took in-person communication for granted.

Without the advantage of in-person communication, organizations that had not previously optimized their internal and external communication solutions struggled. In a recent IDC survey, 42% of organizations say that remote and hybrid work models will be an integral part of their work practices, but only 36% of organizations describe their technological connectivity as extensive with heavy use of cloud, open data models and data sharing.¹ Often the emphasis on optimizing technology is placed on the physical premises-based infrastructure, without the same consideration and planning applied to cloud-based tools. So, what are the key components when selecting a cloud solution for your business?

Six Key UC Components: Buyers Guide

There are many choices in the Unified Communications (UC) landscape and knowing what features and outcomes you need is critical. The IDC study also found the top two metrics that businesses were using to gauge success from their UCC implementation would be increased employee productivity and revenue growth.¹ There are several “table stakes” features that your UC provider should possess including a tech forward solution that will provide software updates, security enhancements and continual technology refresh so your organization stays competitive and focused on communicating and collaborating on what matters to reach company goals. Many types of technology and tools can help move you closer to your goals. So, what qualifications should be sought out when selecting a UC provider?

1. Communications Network Expertise: Companies may have an assortment of PBXs, conference bridges, SBCs, video MCU and other equipment in their back end. And over time, these core network elements have changed for any number of reasons. A mature UC provider will be agnostic and will work seamlessly with technology changes in the core network. For more information, see this previous blog post.
2. Customizable: Businesses have requirements for their UC clients. Some are cosmetic, like branding; some are functional, requiring the inclusion or exclusion of certain features or controls; and some require the inclusion of business capabilities driven by proprietary enterprise systems. A solution should have features and functionality that best fit the enterprise specific needs, not a “one-size-fits-all” that cannot be easily configured or changed.
3. Quality Tools and Resources: An established UC provider will have a long track record, with tested and deployed UC clients. Having deep knowledge about migrations and understanding complex technologies ensures they have worked out the kinks when it comes to solutions design, streamlined deployment and tool quality. See this infographic for current trends and migration best practices.
4. Common Platform & Interface: Select a UC provider that is capable of operating on any common client technology platform and has a similar interface across all devices and operating systems. This allows users can transition from one device to another, without any additional training or confusion about the interface, and be assured that quality will remain high.
5. Unbiased Focus on Future Technology: A UC provider that is quick to embrace emerging technologies will provide your organization a greater range of infrastructure flexibility. It also places the engineering work, software upgrade, feature development and security enhancements with the UC provider, rather than your organization.
6. Easy to Install: An obvious qualification to look for in a UC provider, but vital to ensure the deployment, provisioning and maintenance does not create down time or place an unnecessary burden on IT and support staff.

Relying on a trusted partner that provides those key qualifications helps ensure that enterprises and businesses of all sizes make the right decision. Lumen has the voice and UC&C platform and tools that you need for integrated communications and collaboration for whatever business model looks like; office based, remote, or a mix with a hybrid workforce. Learn more about Lumen Voice and UC&C and reach out to a Lumen representative.

¹IDC Lumen Voice/UC&C Study March 2022

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