Implementing a digital strategy to connect your team and provide usable tools for communications is complex. There are many tools out there that provide a platform to connect teams, but which are essential?
In Critical Capabilities for Unified Communications, Gartner provides some insight on the core capabilities of a Unified Communications solution:
- Meeting solutions
- Instant messaging and presence
- Clients across desktop, conference room and mobile devices
- Integration options with contact center and other applications
In this year's research, we have made the following changes to three of the critical capabilities included:
- Interoperability/Integration: To better reflect application leaders' interest in acquiring new contact center solutions when they are replacing an existing PBX with a new UC suite, this capability now includes increased focus on the ability for the base UC system to integrate with the vendor's own native or partner's contact center infrastructure.
- Workstream Collaboration: With workstream collaboration gaining in traction, and often cited as the main driver of innovation on vendor roadmaps, this capability carries more influence in buyer's decisions.
- Meeting Solutions: Last year's "Conferencing" critical capability has been renamed "Meeting Solutions" to better reflect the broader set of capabilities available in the market. Enterprise users in today's digital workplaces — tired of traditionally "siloed" audio, video and web-conferencing applications — are looking for converged online meeting solutions that deliver easy-to-use, seamless multimedia experiences in concert with content sharing, team collaboration tools and automated coordination processes.
If you’re responsible for finding a solution that transforms and digitizes your workplace, it should bring solid value, measurable improvements and a user experience that allows your team to onboard quickly.
Some of the key findings from the Gartner report provide a great roadmap for features you need in an enterprise Unified Communications solution;
- Due to the changing nature of work, application leaders are looking for unified communications (UC) solutions that support their employees' need to collaborate from anywhere, at any time, from any device.
- On-premise UC solutions have reached a high degree of maturity. Most of the innovation seen over the past year is due to integration with cloud-based workstream collaboration services, using a hybrid deployment model.
- Businesses migrating away from legacy PBX systems are typically looking for broader UC suites that include essential voice, messaging, video, and meeting solutions, as well as integration with contact center solutions, all from a single vendor.
- Larger enterprises with stringent voice and video requirements typically prefer traditional on-premise UC solutions due to a greater sense of control over quality and performance.
- Small and midsize companies are finding that cloud-based UC services are increasingly competitive with current on-premise solutions.
To learn more about the insights, key findings and recommendations from the Gartner group, check out the full report.