Maximizing Mobility Through Understanding Users

Mobile UCC is rapidly gaining steam, yet simply deploying tools does not guarantee success. Sustainable success is the direct result of strategically aligning to user needs.

The unprecedented growth of enterprise mobility has presented IT with some interesting challenges, including the ongoing BYOD struggle and security concerns. However, as Forrester Senior Analyst Michael Facemire said in a recent blog post, the rapid growth is truly evolutionary and represents a change to an enterprise’s entire technology stack.

Understandably, the mobile evolution translates to significant change not just for IT, but for technology users as well. However, as IT plows ever forward, implementers need to realize that even though almost everyone in the enterprise is affected by this new mobile-first environment, the needs of individual users can differ significantly.

While some see mobile devices as a necessary evil, others have a limitless appetite for apps. It’s these users who are constantly looking for new, exciting ways to leverage what has become their new office.

Why is understanding this distinction so important?  For one, it allows IT to easily identify where to best exert its efforts. The mobile transformation is a unique opportunity for IT to build upon user relationships and ultimately empower team members to make the most of these powerful devices. Great innovations can transpire when IT embraces this opportunity.

Understanding the user base also plays a significant role in establishing and maintaining user authorization profiles.  By design user authorization profiles are pivotal in making sure the organization is providing users with the right level of tools without overwhelming or bombarding them with services they will never utilize. 

Obviously there are core offerings that make sense across the board. Yet, fine-tuning not only helps avoid user frustration, it streamlines support and maintenance requirements as well.  

This means as IT begins deploying UCC mobile tools, its worthwhile to poll the user base with probing questions to gain an understanding of how individual users anticipate utilizing the UCC service. Not only does this step provide IT with a grasp of user expectations, it also shines a light on training opportunities.  For instance, while a customer service representative may not anticipate ever using video, the opportunity exists for IT to explain its value and demonstrate its utilization.  It’s in these instances where IT could leverage the expertise of the power users to help evangelize use among the masses and help with mentoring/training, as well as establish internal case studies on how they are using specific features. Such success stories serve as powerful motivators.

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