Many UCaaS buyers are mistakenly driven solely by cost. In fact, for true ROI you need to consider your goals, CRM integrations, file sharing and frictionless client communications.
I was speaking with a new prospect recently and the first 10 minutes of the conversation truly struck me. They said something to the effect “…I know we need a new phone system, but aren’t the cloud ones all the same and have become a commodity so can you just get me the lowest price…” At first, I was like, of course, I can get you the lowest price by shaking the tree of 20 plus suppliers in my ecosystem to get an immediate quote. But that’s just not me.
My role, for all my clients, large/small, basic/complex, is to bring cloud technology that focuses on my customers’ needs, future-proofing the internal communications processes, provide a more modern user interface, and intuitive admin platform and providing a great overall buying experience.
Nowhere in that sentence did I mention bringing the lowest price to my client. Of course, I advocate with my suppliers to procure fair and sustainable pricing to meet my client’s budgets, but it should not be the end game or starting point.
My actual response went something like this: as an experienced advisor in the telecoms market, it is not about flogging suppliers for a lower price but in listening to my clients as they talk about their technical and competitive challenges, their near- and long-term revenue goals, integrating CRM platforms, file sharing and simply how technology can make communicating frictionless with their clients.
While I agree many suppliers may have a similar feature set, buying a new cloud-based phone system, (Unified Communications as a Service (UCaaS)) can be daunting and confusing, with hundreds of suppliers telling you their system is the shiniest and cheapest in the market, it’s no wonder so many clients are fatigued and end up talking price first and foremost.
UCaaS providers will generally meet your basic feature requirements, so we need to evaluate which “traits” will drive an overall better experience and achieve your business goals. We are here not to trade in an on-prem PBX feature set for a cloud-based one, but to modernise your processes and fundamentally change how you can improve customer and employee experience.
So as I listened to why they “needed a new phone system” it became clear that they never mentioned price again but went into great detail on how they were adopting more cloud-based services to free up capital through an OpEx model, free up technical resources to focus on revenue-generating projects, modernise their customer experience (CX) by adding digital channels for customer service, embrace a new work from home and BYOD strategy, and standardise on a unified collaboration platform. The low-price discussion turned into an industry discussion about business outcomes and what could be possible with the proper UCaaS supplier.
Why are UCaaS Platforms Important?
A UCaaS platform is one of the most important pieces of technology/application within an organisation. It’s the primary method that organisations use to communicate with customers and employees. As such, it is imperative users have a reliable, intuitive, and complete collaborative tool. No one remembers the low price if the system is difficult to use or unreliable.
We all have budgets and need to respect cost considerations, but a complete UCaaS platform incorporates much more than the standard PBX/voice functionality, it includes Collaboration, CRM Integration, Customer Experience, maximum reliability and uptime, a modern user and admin experience, comprehensive supplier support, clear R&D path and more.
As I left the meeting, I felt I understood the business challenges and goals of my client and knew I had the right UCaaS suppliers who could support this journey.
What do a UC Platforms Do?
In case you need a quick reminder of an answer to the question, ‘what are unified communications?’, it is a phone system that incorporates multiple communication methods within a business.
At the heart of any UC platform is collaboration. It integrates various communication tools and services into a single system, allowing users to communicate and collaborate across different devices, regardless of location.
Why are Unified Communications a Game-changer?
In a world where change is the only constant, unified communications platforms stand as beacons of adaptability. They empower businesses to pivot swiftly in response to market dynamics, customer needs, and internal demands.
Traditional office phones have several limitations, including:
- Long wait times
- Incorrect transfers
- Negative customer experiences
With a robust UC system, your team can respond to clients faster, resolve issues promptly, and collaborate more effectively, giving you a competitive edge in the fast-paced business landscape. In fact, 90% of businesses reported that they plan to transition to cloud and hybrid UC in the future, so if you don’t transition soon, you’ll be falling behind the competition!
The future of work is undeniably tied to the capabilities of unified communications platforms. They are the catalysts for a more dynamic, responsive, and connected workplace. As remote work becomes the norm, UC platforms will continue to evolve, offering even more innovative ways to keep teams engaged and productive.
What to Consider When Choosing a UC Platform?
Now, you’ve realised that you need to implement a unified communications platform, but which one? How do you find the best UCaaS providers for your business? There are several different elements to consider when choosing a unified communications provider, and we are going to explore some of the most important ones below.
The Human Element in Choosing a UC Platform
Technology serves people, not the other way around. When evaluating UCaaS providers, it’s crucial to consider the human element. How intuitive is the user interface? Does the platform support the work habits and preferences of your team? A unified communications platform that resonates with your employees will see higher adoption rates and ultimately, greater returns on investment.
Organisation Specific Considerations
There are several different business specific considerations that should be looked into before choosing the right unified communications provider for you. For example, what is your budget, how many employees do you have and are you planning on growing much in the future. By considering these different factors and really delving into your specific communication needs, you will be able to choose the best UCaaS providers for you.
UC Platform Features & Functionality
Different unified communications platforms offer different features and functionalities. Consider what you actually need as a business and look into the features of each platform you are researching to see what matches your requirements.
For example, if your business relies heavily on video calls, you’ll need a platform that offers high-quality video and audio, with features like screen sharing, virtual backgrounds, and recording capabilities. If instant messaging and collaboration are essential, look for robust chat features, including group chats, file sharing, and integration with project management tools.
The Strategic Importance of a UC Partnership
Choosing between UCaaS providers is more than a vendor selection; it’s a strategic partnership. The right provider will understand your long-term vision and offer solutions that align with your strategic objectives. They will be a collaborator in your success, offering insights and innovations that propel your business forward.
How to Navigate the UC Providers Market
Adopting a UC platform is not just a technological shift; it’s a cultural transformation. It requires a mindset change across the organisation, embracing new ways of working and communicating. This cultural shift is often the most challenging aspect of UC implementation, but also the most rewarding.
The market is brimming with UCaaS suppliers, each vying for your attention with glossy brochures and slick demos. But look beyond the marketing veneer. Engage in conversations, ask probing questions, and seek out customer testimonials. The best UCaaS providers are those whose actions and support echo their promises.
The Role of Consultancy in UC Transitions
The path to implementing a UC solution is a journey of discovery. It’s an opportunity to reassess your communication workflows, identify gaps, and envision new possibilities. This journey should be approached methodically, with a clear roadmap that outlines milestones, timelines, and success metrics.
As specialists in UC change management, our consultancy plays a pivotal role in your transition. We’re the bridge between your business needs and technological capabilities. Our expertise lies in understanding the nuances of unified communications platforms and translating them into tangible benefits for your business. We’re here to demystify the process, provide clarity, and support you every step of the way.
Change can be overwhelming, but with the right approach and expertise, it can be a catalyst for unparalleled efficiency and innovation. Our role as your UC consultancy is to ensure that this transition is as smooth and beneficial as possible. We’re here to help you make informed decisions that will pave the way for a more connected and productive future.
If your business would like to discuss any topics relating to Unified Communications please feel free to get in touch info@redrosetechnologies.co.uk or call us 01249 912200.
Andy Moules
Founder – Red Rose Technologies
LinkedIn