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    May 19, 2015

    People, Processes and Tools: 3 strategic elements to keep a communications implementation from derailing

    Ben Franklin was on to something when he stated, “By failing to prepare, you are preparing to fail.” Business outcomes require a plan—based on goals and set milestones—to gauge progress and achievement. A Unified Communications implementation is no different, in theory, but requires a very intentional plan that is supported by an intentional combination of people, processes, and tools to ensure business success.

    Let's dive in a little deeper.

    The 3 strategic elements that keep a communications implementation from derailing

    1. Hire the right PEOPLE

    When preparing to implement a new communication solution, it is crucial to have the right people on the project. Whether utilizing internal staff or an implementation service team, those responsible for an implementation project should embody a persona of service delivery—get the job done, no matter the obstacle. People with this trait will drive the plan forward, achieve project milestones, on schedule, and ensure that the implementation achieves the goals set at the beginning. Highly experienced and qualified individuals, such as PMP-certified Project Managers and Tier 3 Engineers, will often embody this trait and are an easy choice to see the project to completion.

    2. Remember, PROCESS makes perfect

    There are several standards and processes surrounding the implementation of business communications technologies. The most reliable UC and IT companies follow internationally recognized ITIL (Information Technology Infrastructure Library) standards to keep customer-facing and internal processes running smoothly. In addition to this widely accepted model, vendor-specific processes, such as Microsoft’s RASK (Rollout and Adoption Success Kit) and Cisco’s PPDIOO (Prepare, Plan, Design, Implement, Operate, and Optimize), are designed to ensure that an implementation follows proper rollout phases and readiness focus areas, with a core emphasis on end-user adoption.

    3. Selecting the right TOOLS

    The third element of a successful implementation is the selection and use of the right tools. Industry analysts do a lot of the hard work for us, such as Gartner’s Cool Vendors report of industry-leading tools and Microsoft’s report on qualified IT Pro Tools.

    Most recently, "A Forrester Total Economic Impact™ Study Commissioned By Microsoft."

    But it’s still the job of the people to research and select the right tool for the job. Considerations should be made regarding a tool’s ability to provide pre-implementation information, including network assessments and infrastructure readiness. Equally important is the tool’s post-deployment insight, such as health monitoring, system management, and reporting. Additional considerations include price, industry recognitions, training, user adoption, and support requirements, adding to the already complex selection process.

    What’s the key takeaway?

    Ultimately, a business must be equipped with the people, processes, and technology tools to pull off a successful implementation of business communications solutions. When internal resources are lacking in one or more of these elements, there is a high risk for a derailed—or failed implementation. If in doubt, consider partnering with a managed services provider that will employ their people, processes, and tools to make the implementation project a success.

    When considering a new solution, you need to make sure that it supports your organization's Voice needs, including analog endpoints and integrations. With today's complex communication technology environments, determining what your business needs are may be easier said than done.

    Fortunately, we specialize in just that. With 25+ years of experience in voice, and having won the Global 2020 Microsoft Partner of the Year Award for Calling & Meetings in Microsoft Teams, Continuant is uniquely positioned to help you start your journey to Microsoft Teams.

    Schedule a 30-minute technology assessment today to find out what the implementation to Microsoft Teams could look like for your organization. 

    Schedule Assessment


    Continuant, a Managed Services Provider and Systems Integrator, offering world-class solutions for Cloud, Voice Systems, Networking, UC, and AV. From UC and AV solution design and installation to post-installation support, Continuant focuses on delivering exceptional service to the enterprise. We manage complex...

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