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Tag Archives: project management

in Contact Centre, Cost Saving, Customer Experience, Digital Transformation, Networks, Project Management, StableLogic

Unified Communications 101 | StableLogic

Unified Communications (UC) is gaining popularity as a preferred choice of communication system for businesses. In the past, business communication was often complex and time-consuming requiring the use of different applications, and the presence of all parties in the same location. UC solutions allow for the unification of communication channels integrating voice, video, messaging, and even social medial channels in a way that improves business outcomes. This allows businesses to provide everything their employees need internally to interact together, as well as externally with customers, into one easy to use system.

Benefits of Unified Communications

Improved Collaboration
An essential function of UC is knowing which content, tools, people, and conversations are available in your team’s workspace at any given moment. Whether they are in the next office or on a different continent, unified communication brings employees together with unique instant messaging options, optional screen sharing, and voice and video calling. Thus, improving the overall speed and ease of collaboration between employees.

Improved Mobility
One of the key advantages of UC is that it enables employees to work from anywhere, whether it is at the office, on the road, or from home. As companies continue to grow more dispersed due to trends like remote working and globalisation, UC solutions ensure that organisations can rapidly respond to customer needs. In an on-demand world, organisations cannot afford to respond slowly to business needs.

Improved Customer Experience
UC enables businesses to deliver a stronger customer experience by ensuring that employees have access to the information and support that they need, when they need it most. If an employee needs to forward a call to another department, they can do so knowing that an individual is there and available. Thus, reducing a customer’s wait time. It also becomes easier for an individual to reach out to a fellow team member on a separate channel — while still on the call with the customer — for the needed answer or information. This ensures that businesses can provide the most thoughtful and rapid response to a customer query.

Scalability
Unified Communications as a service (UCaaS) is ideal for companies that need to downsize or grow rapidly at any time. You can add or remove features to your cloud package whenever you see fit. This is particularly helpful for businesses with seasonal trends in business performance. If you need more people to use your UCaaS system one month, you can add more users for that period.

Do you need help with any of the items talked about in this piece?

StableLogic is an independent consultancy business – we don’t sell anything.

For more information on StableLogic’s unified communications services, please click here. If you want to speak directly to one of our consultants, please call +44 (0) 20 3861 6444 or email info@stablelogic.com.

in Contact Centre, Cost Saving, Customer Experience, Digital Transformation, Networks, Project Management, StableLogic

How To Choose The Right Vendor For Your Business

From the initial sales pitch through contract negotiations, implementation and post-implementation support, each vendor provides a unique experience. Even if their product is similar to their competitors’, each vendor will have different structures, processes and styles at every touchpoint.

Consequently, it will be of no surprise that in addition to understanding how a product works, it’s just as important to understand how vendors will work with you.

You may be wondering, isn’t it the objective of the procurement process to learn about a vendor in this way? This is true. Conducting a procurement process and listing your business requirements in a document, such as an RFP, is a highly effective way to ensure that a vendor is right for your organization.

However, a gap can remain between what has been stated in an RFP and what a vendor can really deliver. Therefore, having a grounded understanding of a vendor’s reputation based on previous experience can help provide a much richer engagement throughout the full project lifecycle.

At StableLogic, we are working with market leading vendors on a continual basis, and what’s more we are working throughout all stages of an engagement lifecycle – from procurement to ongoing support.

This helps us provide you with knowledge on:

– Vendor Selection – Is the vendor profile aligned to your requirements? Is what has been answered in the RFP backed up by previous experience? What are other customers saying?

– Contract Negotiation – What items are worth pushing on and which do we know are unlikely to budge? What vendor weaknesses can be mitigated by ensuring legal obligations are built into the contract?

– Professional Services – What are the lessons learned from previous roll outs? What needs to be built into the SOW for a particular vendor? What strengths does the vendor have that should be given special focus?

– Ongoing Support – What are other customer’s experiences with support? What can be introduced to improve the level of support?

For more information on StableLogic’s project management services, please click here. If you want to speak directly to one of our consultants, you can email info@stablelogic.com or call +44(0)20 3861 6444.

in Contact Centre, Digital Transformation, Networks, StableLogic

5 Hidden Stumbling Blocks Impacting Your Cloud Deployment

Whether it’s a move to Cloud Telephony, a Cloud Contact Center or a complete move of office applications, most organizations have begun to move some of their services to the cloud. Whilst this might seem like the best option, many are quickly finding that it may not be so simple.

Too often, businesses contact us looking for help after their cloud deployments have been delayed, shelved or sometimes entirely cancelled due to deployment issues such as:

Network Performance – Issues with the network can have a high impact on service performance such as with voice, video or load times.

Security – Cloud applications create very new demands for a traditional security environment. Teams are often ill equipped to deal with requirements of cloud applications.

Shared Services – Often an application or service may have been bundled together on a single on-premise solution but now needs to be unbundled to move to the cloud e.g. a single PBX hosting voice, fax and contact center. This is frequently not considered and may have consequences for the business case and deployment logistics.

Change Management – Cloud technology often provides a new way of working. Without effective communication and training, pushback from stakeholders and end-users is likely.

Vendor Management – While many vendors will do a reasonable job of managing the deployment, this cannot be said in all cases. Poor professional services will quickly lead to deployment issues.

In almost all cases, the strategy was right but the deployment methodology was unable to deliver that strategy and cater for the change required.

At StableLogic, we are not only experts in IT, we also project manage these types of cloud deployments continuously. Consequently, we are perfectly equipped to oversee and assist in the deployment of your services at any point during the project lifecycle.

Using our proven methodologies, we can quickly integrate into a project team, analyze the project requirements, and effectively address deployment issues to pull your cloud deployment back on course.

For more information about our project management and programme management services, please contact us below.

in Contact Centre, Digital Transformation, StableLogic

Cloud Transformation: A Tricky Endeavor

For most businesses, moving services to the cloud has an undeniably strong business case. Companies now want to leverage the lower cost, scalability, and low maintenance of cloud and SaaS services.

So clearly this sounds like a no-brainer from a strategic sense. However, when it comes to moving a whole business away from old on-premise systems and onto the cloud, how easy is it?

Well the answer is, unfortunately, not very. Firstly, there are the many considerations that need to be made, such as what is the state of the network? Can cloud services be supported in your specific geography? Will new hardware be required? What is the new DR plan? How will cloud services interact with systems that have to remain on-premise? How will the change be communicated? What training is required? How will contracts be managed for old systems? And the list goes on. Clearly, big technical changes are not always easy to achieve.

Realistically, a program set out to deliver a cloud transformation can fail anywhere, common examples are:

o Poorly defined project dependencies
o Insufficient backing of budget
o Lack of change management
o Uncontrolled project changes
o Ineffective stakeholder engagement
o Inadequate skill set of project team

…again, the list goes on. In summary, without the right level of project management and project governance embedded into a project, such as a cloud transformation, the list of potential factors leading to the project’s demise can be countless.

From experience, we would go as far to say that unless you have sufficient project governance laid out from the very beginning of a project, then the project is due to fail at some point during its lifetime – realistically very quickly!

So sadly, while the original cloud strategy may seem like a no brainer, implementing the strategy can prove much more difficult.

To ensure success, moving to the cloud requires a high level of planning, often across multiple projects, underpinned by watertight change management, careful monitoring of budget and a constant review of interproject dependencies.

The objectives of the project should be continuously used to benchmark the project. In addition, the level of communication between the project members, exec board and the project stakeholders needs to be exceptionally well structured.

At StableLogic, we have carried out countless cloud deployments successfully and have overseen numerous high-profile cloud transformations. Our successes come through our 25 years’ experience of running IT deployments, through which we have developed a proven methodology fortified by a deep technical understanding. Our focus is on delivery, ensuring projects are completed on time, to budget and with the correct scope.

If you have any questions about this article or about the Project Management or IT Programme Management services offered at StableLogic, then please do not hesitate to contact us by clicking the button below

    StableLogic are an independent technology consultancy with offices in London, Sydney and Boston.

    LONDON

    The Minster Building, Great Tower Street, London, EC3R 7AG, UK
    +44 20 3861 6444

    SYDNEY

    Level 23, 52 Martin Place, Sydney, NSW 2000, Australia
    +61 2 9220 5027

    BOSTON

    One Marina Park Drive, Suite 1410, Boston, Massachusetts, 02210, USA
    +1 617 807 7204