Communications Blog • 4 MIN READ

Managing workplace complexity in complex times

Kate Daley

Written by Kate Daley

In the last decade, collaborative tools and technologies have changed the way we work, bringing about a global job renaissance and a subtle deconstruction of the traditional, centralized workplace.

With these changes comes great complexity in the management of unified communications infrastructures. At IR, we believe in simplifying the complex through monitoring, analytics, diagnostics and optimization of workplace communications and collaboration.

With this in mind, we teamed up with renowned research analysts and industry experts on UC, Wainhouse Research, to produce this helpful downloadable eBook: Managing Complexity in Complex Times.

In this asset, Wainhouse reveal insights on the importance of performance management tools, data, and analytics in today’s complex UC environment. As well as highlighting the necessity for performance management tools, the eBook offers a predictive, yet informed overview of what the modern workplace will look like moving forward. It explains the benefits of monitoring, troubleshooting, and optimizing workplace communications in these complex times. It touches on the prescription for eliminating complexity through a series of proactive steps that can dramatically improve productivity and enhance the workplace experience.

Working towards maximum uptime

With the future of face-to-face meetings up in the air, team collaboration and customer communication (and therefore business continuity) increasingly depends on technology to keep us connected. It’s vital that networks, applications, devices, and people are all functioning at optimum capacity. This is where the complexity comes in. With organizations having to spread and scatter their workers, introduce new tools and devices to stay connected, and scramble in a mass migration to the cloud, it all amounts to an IT nightmare.

The prescription for eliminating complexity lies in a set of best practices within the Information Technology Infrastructure Library (ITIL) framework. Many IT standards leverage the ITIL framework as a basis for their processes and procedures. To simplify, it provides a common language and familiar lifecycle for designing, deploying, and operating complex services.


Source: Wainhouse report ‘Managing complexity in complex times’

The benefits of proactive communications management

It’s all well and good to have the applications and devices that make communications possible, but what about management?

Video conferencing apps like Zoom, Microsoft Teams, Cisco WebEx and others have enabled business continuity but they aren’t infallible. In fact, these applications are prone to glitches that can turn a satisfactory user experience into just the opposite. Network outages, bandwidth issues, latency, packet loss and jitter are all saboteurs of a good user experience.

We’re fortunate to have mobile tools at our disposal that facilitate workplace connectivity from any remote location. But what about issues like device and software incompatibility?

We’ve accepted the fact that we need to learn new ways of working, but what about those users who constantly struggle with unfamiliar technology?

Real time monitoring is the glue that holds UC infrastructures together by proactively managing the entire communications environment. Complete visibility into your UC network means:

Quality user experience. Users will have more trust in a calling, conference or contact centre service that is consistently excellent. Proactive management means up too 60% increase in user satisfaction, 50% faster incident resolution in the case of service outages and a 31% increase in employee productivity.

IT process improvement. This includes up to 43% faster issue detection and resolution time, with less time carrying out reactive troubleshooting. Faster service delivery, lowering implementation costs by as much as 27%.

Operational maturity. UC performance management provides automated alerts, enabling improved visibility into all networks, apps, and devices. It streamlines operational activities with faster incident resolution. It also improves performance through meeting QoS benchmarks – and ultimately delivers on its digital workplace promise of user satisfaction.

Download the full eBook for a comprehensive look at how you can increase productivity and manage the complexities of today’s workplace.


Topics: Multi-Technology Communications Customer experience Performance management Proactive troubleshooting UCaaS management Real-time monitoring

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