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Secrets To Unified Communications & Collaboration Success
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artr
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artr,
User Rank: Strategist
10/13/2014 | 3:15:13 PM
UC Use Cases Must Accommodate External End Users Too
Marty,

Absolutely right on as to different end user "use cases." However, UC&C is not just about internal employees that need to communicate and exchange information, but also external users like business partners, as well as customers. As they all increasingly exploit multimodal mobile smartphones and tablets, they will all need the flexibility of UC-enabled contacts, both as contact iniators and as recipients.. 

So, as you have often emphasized, the starting point will be the business process, followed by identifying the different types of end users involved with each process and their UC needs. Obviously, an end user may be involved with a variety of business processes and, with BYOD, will need to be accommodated by each business process for their device choice accordingly.

In addition to person-to-person communication flexibility, we also need to include the role of CEBP notifications from automated business process applications, particularly to mobile end users who are now more accessible for such contacts.

 

 
Christopher May
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Christopher May,
User Rank: Apprentice
10/11/2014 | 7:11:59 PM
A Secret Indeed
Great article Marty. This secret really is the core of an effective UC design. So often we see a pure focus on the UC application technology and the effectiveness, or not, of that application in improving business productivity. But of course you have hit the nail on the head with this "secret", that in fact you should first look at user (and device) profiles in your organisation and see what each profile needs for their work to be as productive as possible. It's so obvious, isn't it? Yet you rightly position this as a secret, since so few companies actually do this. They buy the latest technology, because of the technology, rather than focusing on what their various user profiles need. Productivity is optimised when companies effectively profile their organisations and then select and activate the UC tools for those employees. What you could have added, of course, is that no UC vendor today provides this capability to custom design a set of use profiles for an industry, or individual company. Fortunately there are 3rd party, specialist, UC service management vendors who do provide this capability. But, you need to ensure that they don't only deliver a fixed set of profiles (one flavour fits all). The real secret is to find the UC service management system that allows for complete customisation of user profiles and then also allows for customisation of the workflow and service activation required to fully automate the settings and features of the various devices and UC applications.
Li Tan
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Li Tan,
User Rank: Ninja
8/2/2014 | 6:21:34 AM
Use case and usibility
I think the key point for UC and collaboration success is the correct identification of use case and the usability of the tool itself. Nowadays it's not difficult to develop feature-rich applications with reliability, etc. But identifying the correct use case is always the most difficult part. After identifying use case, developing software with good usibility is another story - the ideal tool would be something the end user cannot tell exactly how they launched it but it helps your daily work everywhere.


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