Unified communications (UC) monitoring is a system organisations use to monitor and analyse data transmitted over unified communications, like VoIP features and video conferencing software.
The main goal of unified communications monitoring is to increase the effectiveness and efficiency of customer service and management. Many organisations use UC monitoring to enhance productivity and improve the customer experience.
Monitoring tools for unified communications are widely available in the market. They range from being sophisticated enough for large enterprises, to being simple enough for personal use.
In this article, we’ll highlight some of the best practices your business should follow when monitoring your unified communications.
Table of Contents
1. Focus on real-world situations
When monitoring your unified communications, it’s essential to focus on real-world scenarios and situations rather than simulated environments. A simulated or lab environment will not always reflect how solutions work in the real world—so that’s where real-time testing comes in.
Through real-time testing, you can find out how your solutions apply to actual situations your organisation experiences on a regular basis. This approach is a much better way to find out how well your employees are performing and identify any need for additional training or other changes.
2. Understand your network requirements—both now and in the future
When looking at your business’s network requirements, it’s not enough to focus on what you need right now. It’s in your business’s best interests to expand your outlook and focus on what your network requirements could be in the near (and distant) future.
For example, will you be moving your operations off-premises in the near future, or are you planning a company-wide restructure? Consider how this might change how you go about UC monitoring.
3. Streamline communication within your organisation
In today’s world, sharing service levels and information quickly and clearly within your organisation is crucial. Unified communications monitoring tools can help you manage this by offering real-time performance reports and alerts, making sure all stakeholders are aware of updates and changes as they take place.
When all members of your organisation are aware of pressing issues and changes, you’re more likely to meet SLAs and deliver a positive customer experience.
4. Keep on top of UC trends
Finally, it’s important to not only think about how your business could change in the future but also the world of unified communications itself. For example, in recent years, many people have adopted UC as a Service (or UCaas) to more effectively manage their UC infrastructure—although others are opting for a hybrid model, combining cloud-based and on-premises solutions.
Here’s another trend to watch out for. Artificial intelligence is increasingly taking over the technology sphere, and unified communications are no exception. Many call centres are now using AI assistants or bots to answer FAQs and solve simple customer issues.
Using a managed service provider or MSP is a fantastic way to understand these changing trends and make sure your organisation stays ahead.
Conclusion
By following these unified communications monitoring best practices, you can boost productivity, reduce downtime, and improve the overall customer experience. It also makes it much easier to keep track of employee performance and make structural changes where necessary.
