People in your organization communicate in many ways, including email, phone, smartphone, fax, instant messaging, web and video conferencing. Integrating these many technologies into a unified communications (UC) system can improve productivity and reduce costs.
For example, UC enables users’ voicemail messages to be stored in their mailboxes, enabling users to apply the same productivity features they use with email (such as flagging, categorizing and forwarding) to voicemail and fax. Consolidating email, voicemail and fax directories also enables uniform access and easy discovery across all types of communications, and simplifies administration and backup.
UC technologies like video conferencing, web conferencing and instant messaging are environmentally friendly alternatives to traveling to onsite meetings, enabling you to greatly reduce or even eliminate travel costs while expanding the reach of your organization. Many companies use these technologies to conduct meetings, demonstrations, training and collaborative sessions with teammates and customers around the world.
Reaping these benefits, of course, requires that your UC environment be available and performing well. That’s no easy matter, since integrating so many technologies results in a complex environment. In addition to the core components of Exchange and Lync Server, the UC environment relies on Active Directory, Domain Name System (DNS), public key infrastructure (PKI), firewalls and core network infrastructure like routers and switches. Outages of any of these services will shut down your unified messaging environment.
Beyond just avoiding downtime, you also have meet high expectations for performance. Prior to UC, messaging system performance was not a high priority for many organizations, particularly for asynchronous systems like email; after all, users rarely even noticed a one-second delay in the arrival of an email message. With the introduction of unified communication technologies, however, performance bottlenecks are far more noticeable. In fact, three out of four organizations experience important quality of experience (QoE) issues that hinder communication and collaboration, such as lag time, poor quality in voice and video calls, and poorly rendered graphics in web conferencing. These everyday pain points directly impact not only the value of your UC investment, but the success of your organization. Yet only 35 percent of organizations have a third-party tool to help them resolve these issues quickly and efficiently.
Quest Unified Communications Command Suite (UCCS) provides the diagnostics that your administrators need to detect, investigate and resolve problems in the entire messaging environment — all from a single easy-to-use interface. In fact, only Dell offers both analytics and diagnostics across Microsoft Exchange and Lync. UCCS establishes baseline values for performance across your UC environment, so it can proactively alert you to deviations and bottlenecks, enabling you to resolve emerging issues before they affect users.
With UCCS, you can meet your service level agreements (SLAs) for performance and availability, improve UC adoption rates, and avoid the costs of hiring outside consultants or providing specialized training in troubleshooting. The result is maximal return on your UC investment.
To learn more about how to ensure the performance and availability of your unified messaging environment, read our whitepaper, “Three Simple Steps for Messaging & UC System Availability.” Also be sure to check out my final blog post in this series to get the details on the wide range of reporting that UCCS provides to enable you to take control of your entire communications environment.