6 Must-Ask Questions to Determine the Right UC Provider

/


unified-communications-providers

With the dramatic shift in requirements for the modern workplace, flexibility has increased the need for more connected systems. Whether remote, hybrid, or in-office, businesses must adapt to the extreme rise in business communication options. With this fast adoption comes even more of a need for due diligence with the unified communications providers you are considering.

The UCaaS and broader managed IT services space is like a modern-day gold rush. In 2023, the global UCaaS market was $32.05 billion, projected to be $107.51 by 2032. The massive growth opportunities might introduce unqualified individuals looking to make a quick buck. Use these questions as a basis to vet potential suitors for your business. By not protecting yourself, you could get hit with business investment losses that will be hard to overcome.

1. What Type of Support Do You Offer?

At this point in the maturation of unified communication, providing the service is expected, so digging into how the provider will support the communications and the business as a whole is invaluable. Find out how deep the support goes:

  • What plan is there for after-hours emergencies? 

  • Can tests be done on our network to determine if any improvements are needed? 

  • How are system updates handled?

Keeping your business up and running to service your client's needs should be top of mind for those you entrust with your investment.

2. When My Business Scales, How Will the System Scale with Me?

Scaling to meet your business's needs should be as easy as turning on a light switch. Seventy-three percent of customers expect companies to understand their unique needs. You are doing the hard part of recruiting, hiring, and onboarding the individuals you need to grow your business. Adding a user to your system shouldn't bring your operation to a screeching halt.

  • What is the process for adding or removing a user from the system? 

  • Can any of my staff do this? 

  • Is there a standard process for making changes to our setup? 

  • Are there specified tiers of system requirements we need to be aware of? 

  • Is there a limit to the traffic our current networking setup can handle? 

The current business landscape is dynamic, and you need to be as nimble as possible. The system also needs to adjust as quickly as you do.

3. How do You Protect Our Data?

Data security should be woven into all aspects of the discussion when evaluating a unified communications provider. End-to-end encryption should be a staple of any solution you are considering. Crucial items needing to be confirmed about data security:

  • Does any member from the provider have access to written communication? 

  • Are recorded voice calls or video meetings saved to locations outside of the approved internal networks? 

  • When support is needed, can the provider impersonate to see data? Or do they walk the admin through to find issues?

Depending on the industries you service, for example, healthcare and HIPPA regulations will significantly affect your data security needs.

4. What Alternate Systems Can I Integrate with?

Compatibility with already established systems in your ecosystem is critical to a smooth transition. The transition period to UCaaS will take time, and your unified communications provider should walk you through every step with your broader business in mind. From the starting point, clarify your non-negotiables regarding what can't change with how you run your business. The ultimate goal is to make your new streamlined communications slide into place in your network infrastructure like the last piece of a 5,000-piece puzzle.

5. Will You Train and Install the System for Me?

Full adoption and maximization of available options hinge on the training and installation of a process change of this magnitude. Ensure you have identified the leading champions of change to be there from the beginning for training. These folks will help push the adoption and get others ramped up soon. Other things to consider:

  • When installation occurs, will there be onsite training? 

  • Is there a training packet or ramp-up plan if new admins are needed?

Set your organization up for success.

6. What Will the "Out the Door" and Ongoing Costs Be?

Early price and available feature discussions will remove the "falling in love with what you can't have" factor. Open and transparent pricing from the unified communications provider will arm you with the basics needed to align it with your budgetary concerns—not only the upfront costs but also what a typical invoice will look like for ongoing costs.

We’re Here to Keep You Connected for Years to Come

The Maynard Group has over 30 years of delivering customized solutions with a personal touch. We are the unified communications provider you can trust. Don't believe us. Try our telecom auditing service to see what we can save you now with your existing networking infrastructure. Contact us at 888.376.5577 to learn more.