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Unified Communications Management: Balancing Costs and Complexity

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A new report by Metrigy entitled “The Real-World Benefits of UC Management Tools” highlights that IT leaders must take a proactive approach to manage their Unified Communications (UC) applications and services due to the rising costs and increasing complexity of UC systems. The study of 440 end-user organizations suggests that IT leaders should choose management tools that support both UC automation management and UC performance management, covering various vendors and the entire UC stack.

As companies move from on-premises solutions to the cloud and adapt to hybrid working environments, integrating voice and video into desktop and mobile devices becomes a challenge. This is where third-party specialty Unified Communications management tools come in, as they provide real-world benefits by increasing visibility into voice and video performance, rationalizing multiple UC operational teams, and streamlining platform management tasks.

Metrigy advises IT leaders to deploy third-party administrative, performance, and network management tools providing unified visibility into the performance of multiple applications. They should also consider tools that unify administration, performance, and network management and support AI for automation, fault isolation, and recovery. Integrating management tools into IT service management, employee onboarding, identity management, and other systems helps reduce operational overhead. Additionally, ensuring that management tools support not only UC applications but also underlying network services and PSTN connectivity is vital for successful UC management.

A key finding of the report is that VOSS Solutions stands out as the only vendor offering both automation and performance management solutions catering to multi-vendor UC tools like Avaya, Cisco, Microsoft, and Zoom, both in the UC and contact center sectors.

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