Unified communications (UC) is a technology that integrates voice, video, and data services through a single network connection. It involves monitoring all communications across various devices, platforms, and channels.
The unified communications monitoring process happens either manually or via software, with the latter option being more popular for today’s businesses. Software is most beneficial for businesses needing to monitor multiple communication paths or access bonus features like recording and archiving capabilities.
This article will discuss how the unified communications monitoring process works, helping you better understand how to implement the practice within your business.
Why is Unified Communications Monitoring Important?
Unified communications monitoring involves overseeing the health and performance of your business’s unified communications infrastructure. You can do this either on-premises or through cloud-based tools.
Monitoring the health and performance of unified communications infrastructure is important for maintaining uptime and availability of services. It can help identify any issues before they grow in scale and cause downtime or service degradation.
UC monitoring can also provide a range of useful data for businesses, including:
- Who is using UC systems (and how they’re using them),
- Which applications employees use most,
- Network uptime and downtime statistics,
- Whether your business is meeting SLAs and performance needs.
The main benefit of unified communications monitoring involves avoiding issues proactively. Troubleshooting problems after they occur can increase downtime and negatively affect the customer experience—but with effective UC monitoring, you can identify and quell the problem before it occurs.
UC Monitoring Software: Features and Benefits
Many businesses are moving from a manual monitoring process to a more streamlined, software-led approach. Among other benefits, UC monitoring software can help your business reach optimal communication capacity and deliver a consistently positive experience to end-users.
UC monitoring software offers features including:
- Built-in video and call log indexing and search functionalities,
- Real-time QoS alerts,
- Support for multiple telepresence systems including Cisco,
- Coverage of all telepresence endpoints, gateways, and more,
- Deep performance insights,
- New technology deployment capabilities
Using UC software is especially beneficial because it allows businesses to access all of this data from a single touchpoint. There’s no longer a need to use multiple spreadsheets and platforms to record, store, and analyse information.
How to Implement UC Monitoring Within Your Business
So, you’re ready to get started with unified communications monitoring—but where should you begin?
The best option is to invest in UC monitoring software. This approach will allow you to set up your monitoring operations in just a few clicks.
Next, you’ll need to identify key SLAs and insights you hope to gather through UC monitoring. Most UC software will allow you to customise your platform to suit these needs. Ideally, you should look out for software that:
- Integrates with your existing applications, such as Outlook and Salesforce,
- Offers instant messaging & presence features (IM&P),
- Covers audio, web, video, email, and mobile communications,
- Includes desktop sharing features,
- Provides real-time alerts when issues arise.
To sum up, unified communications monitoring involves monitoring, recording, and analysing data across multiple communication platforms. This data can include network performance statistics, QoS issues, active users, and much more.