Measuring UCC Business Impact


IT leaders responsible for unified communications and collaboration (UCC) are still managing their services as commodities. That is what Irwin Lazar from Nemertes Research has concluded. Behind the issue, IT leaders are still focused on operational metrics such as mean time to repair rather than application metrics or the impact of UCC on workflows within a business process. Lazar goes on to imply that this laggard approach is precisely what has slowed the adoption of UCC down in the enterprise. 

eZuce agrees that without the focus (and more importantly the metrics) on the business impact of UCC in the enterprise, adoption will continue to move at a snail’s pace. One approach to gaining this insight is the use of UCC analytics.

As UCC becomes available from within business applications such as CRM or ERP, a salesperson or purchasing agent can chat with customers or call them from within their application. UCC analytics and reporting can enable line-of-business managers to see the impact in real-time of these capabilities. Correlating the use of visual collaboration with sales performance or its impact on collections would be very useful.

In Nemertes report: Research 2015-16 Unified Communications and Collaboration Benchmark, 50 senior-level IT leaders representing 45 companies were interviewed. Out of the findings, almost half (46%) of the IT leaders say they track employee usage as their primary metric for measuring success. This is a good starting point, but it needs to be taken further. A first step toward analyzing UCC metrics is determining what information will be of value. If you look at visual collaboration as an example, line-of-business managers will value different information than IT staff members who are responsible for delivering the video conferencing system or service.  As a department manager with budgetary responsibilities, understanding whether the monthly spend or charge back on a collaboration service is money well spent can be measured by how much the service utilized. Knowing who uses the service and how extensively provides real business insight. Another example would be to understand how, and from what location, people access the service and how the enhanced unified communications and collaboration solution has enabled team mobility.

Solution providers need to take this into consideration as they design their offerings. For a service provider projecting future capacity requirements is critical especially in today’s elastic computing environment aka the cloud. Predicting utilization and allocating infrastructure become more important. Providing information to your customers on not only their consumption levels but how they are using the service  is becoming a key value add.

To this end, eZuce is trialing a new Viewme portal directed at Managed Service Providers (MSP) that assists in determining service utilization by customer. The portal helps predict peaks in utilization to ensure that the service provider infrastructure can meet the demands of its customers. It can also characterize customer utilization to allow for pro-active adjustments to each customer’s service. At the same time, the system collects and reports on key demographics that can be shared through a user portal to profile how their employees are using visual collaboration in their day-to-day interactions. This insight can assist line-of-business managers in determining how pervasive the use of visual collaboration is among their teams. It can also be used to correlate how the use of video conferencing and collaboration impact workflows between co-workers, business partners and customers.

Please contact us for more information on the Viewme portal.

Written by Jerry Stabile

Jerry Stabile

A thought leader and innovator, Jerry leads the team at eZuce as they change the way the enterprise interacts and collaborates. An industry veteran, he is committed to changing the status quo and has a proven track of success in the unified communications and collaboration industry. Jerry is also an outspoken advocate for open source software and works diligently to support projects such as sipXcom and many others.

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      eZuce is an innovative technology company that provides small and medium enterprises with visually integrated unified collaboration environment to improve their business processes. Intuitive adoption of technology by humans is in the forefront of all our developments. The eZuce user centric solution enables our enterprise partners to respond swiftly and accurately to their customers’ needs.
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      At eZuce, we are passionate about changing the way people collaborate within the enterprise. We believe that the consumerization of information technology has changed the status quo within the enterprise. Intuitive adoption of technology by individuals empowers a more productive workplace, my workplace, My Enterprise! Our goal is to leverage newly attained consumer skills into a “My Enterprise” attitude at work by enabling individuals and teams to collaborate on their terms.
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      By emphasizing visual interaction, the human factor and user centricity, eZuce software and service solutions enable individuals and teams to collaborate on their terms, to be there for the business at the right time at the right place with the right device. Be there with your own insight!

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