UCaaS Implementation Best Practices

Below are six Best Practices to ensure a successful UCaaS transition.

1. Audit Existing Business Communication Tools

Find out how employees currently communicate in the real world. Identify all the different apps employees use, but prepare to be surprised by volume of what is needed. Examine how each department operates. Some may depend on CRM more than others. Others may regularly use web conferencing.

2. UCaaS Is Not One-Size-Fits-All

Many UCaaS providers offer ways to tailor features for individual businesses. Most firms will not need to use every feature listed on the UCaaS provider’s website. Determine which core functions and requirements are critical. Balance business needs with the level of effort to make the change.

3. Document, Document, Document

As a part of business continuity plans, document processes necessary to manage the UCaaS solution. Evaluate call flows, auto attendants, and other enterprise communication needs. Also, be sure to document important phone numbers. This will help to ensure that when the next unplanned, “Black Swan” event happens, you’ll be prepared to withstand it.

4. Inform and Engage Stakeholders.

Talk with all the key stakeholders and let them know the projected timeline and highlight what they should expect. Ask for feedback and enlist their support for the roll-out. Provide on-site and remote employees with FAQs and resource guides to improve their user experience. Consider a phased roll-out to gather feedback and make course corrections to improve the process.

5. Don’t forget about the ‘Unified’ part of UCaaS.

Half-measure implementations often result in disjointed communications. Balance a phased roll-out with the need to have a definite deadline for full implementation of the new unified communications solution across the entire enterprise. Don’t be complacent. The sooner all employees are using one system, the faster they can realize the benefits of UC.

6. Integrate UCaaS with TEM Programs.

UCaaS information should be consolidated and managed through Technology Expense Management (TEM) programs. Inevitably, legacy telecom services will be displaced by new UCaaS services.
Consolidation of UCaaS data with traditional telecom and mobile information will provide a comprehensive view of the entire communications estate. This information can be used to optimize fixed and variable costs associated with UCaaS programs and traditional voice and data services. Centralizing that information in one database with reporting is the most effective way to discover redundancies to drive savings and adoption.