10 Steps to a Successful UC Implementation

By Pam Avila

Theres a tendency in our industry to think of a successful implementation in terms of does it work as promised?” However, in todays economic climate and with technology taking a consumerization” direction, there is now a second element that determines a successful implementation are end users using the new tools so that the customer is actually realizing the promised benefits? If the solution works but no one is using it, is the implementation successful in the eyes of the customer?

The following 10 steps to a successful UC implementation ensure that both goals will be met the solution will work and the benefits will be realized.

1. Pre-contract Audit. Perform a network and equipment audit as part of the sales process. What existing equipment can be leveraged as part of the new solution? (Customers are happy to know that their initial investment will be protected and included in the new solution wherever possible.) This avoids any major surprises for you and for the customer once the contract has been signed.

2. Engage/Communicate. Ensure that there is support for the project/implementation from the top down, and develop a plan for communicating with end users before, during and after implementation.

3. Product Selection. Vendors say their products works together and that they theyre committed to interoperability. However, if you are adding new product elements into your solution, be sure that theyre compatible with the other components.

4. Set/Confirm Expectations. Have the customer sign off on expectations and performance requirements. Meet with all appropriate customer stakeholders those who own” the problems/issues that your solution is going to resolve. What are their expectations once the solution has been implemented? What results do they expect to see? Do they foresee any obstacles to employees using the new tools” (technology) that youre going to be providing? Will the proposed solution meet their expectations?

5. Reconfirm. Double-check the design/configuration with your own staff and the customers IT staff.

6. Manage/Monitor. Develop a detailed project plan and share it with the customer. The plan should include not only the steps that your company will follow in the implementation process but also steps that the customer needs to take to ensure a successful implementation. Have the customer sign off on the project plan.

7. Prepare the Infrastructure. Work with the customers IT staff to ensure that the infrastructure is ready or that appropriate changes/additions will be complete prior to implementation of UC solution.

8. Test/Proof of Concept. Do as much work and testing as possible in your own facility prior to implementation on-site.

9. Train. Ensure that all end users are well trained on the new tools and provide adequate user guides and tips.

10. Follow Up, Follow Up. Confirm with stakeholders and management that goals have been achieved and expectations have been met.

What if you are implementing a cloud solution? How do the steps change? In fact, most of the steps remain the same, except for the compatibility and testing steps.

No matter what, the list illustrates that there are two important overriding elements of a successful UC implementation the technology component and the user component. They are equally important. Too often, the end-user experience” is given far less attention than successfully pulling all of the technology pieces together (and getting them to work!). In todays “Bring Your Own Device” world, the end user knows how and when they want to communicate. They have created their own comfort zone” and can easily resist any changes to that. If user acceptance of the implemented solution isnt well managed, it can torpedo the entire project. Whether its an IP handset, mobile device, wireless headset, softphone or other devices, the benefits that UC can deliver are only possible if the end user makes use of them. 

Among converged” channel partners, those who come from a telecom background well understand the importance of end-user acceptance and training in the overall success of an implementation of this nature. For VARs/MSPs, there has been more emphasis on making the technology work than on getting end users to use the technology. Look at the list again and be clear that the steps to a successful UC implementation include both technology-related and user-related activities.

Pam Avila is founder of

Sierra Summit Group
, a consulting group formed in 2002 to address the challenges of building a convergence channel. She also is the channel expert on

discussUC.com
, an industry resource with more than 11,000 members worldwide. Avila is also the creator and manager of the annual

UC3 Summit
event. Her channel expertise comes from both managing channel sales organizations and mentoring a nationwide group of convergence” VARs and telecom dealers called CT Pioneers, which was later merged with CompTIA.

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