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What roles within the organization should "drive" or "lead" adoption of UC and why?
(This question was asked at the Focus Interactive Summit: Demystifying Unified Communications)
What roles within the organization should "drive" or "lead" adoption of UC and why?
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2 Answers
Personally, I believe field sales and service lead with UC deployment because of the huge benefit a mobile workforce gains from the basic features - integration with voicemail, fax, etc.
As a field employee, your corporate communications is improved when voicemails and faxes are received while in the field. It makes your field employees better informed, and easier for them to respond to critical customer needs and requirements.
Additionally, find-me follow-me features allows these field employees to be easier to reach, and more accessible to other members of the staff, and customers. This untethering from the chair can be a great additional productivity tool.
In addition to Todd's comment to which I totally subscribe, I'd like to point out that especially in knowledge-intensive roles (as I have seen in large law companies) where employees put high value to personal development, workspace flexibility and recruitment costs are high, the HR department can play a role in the adoption process of UC. The company can differentiate from competitors by providing employees best-in-class physical/virtual workspace conditions, thus enhancing employee satisfaction and retention. Research suggests that this leads to direct (recruitment) and indirect (experience, productivity) cost savings.
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