OCS A user's view
Most of my posts are directed at UC technophiles, however sometimes we get caught up in the technology hype and lose track of the goal of technology in the enterprise. That is, to help people do their jobs better, faster, more efficiently, etc. IT exists to provide the enterprise a competitive advantage with relation to technology.
That doesn’t necessarily mean you need upgrade everyone to the newest OS just because the IT folks want to play with it. There needs to be a tangible benefit to the users. Since I doubt many non-IT users read my blog it’s on you IT guys and gals. Reach out and talk to your users. Evangelize solutions, not technology. Ask them their pain points and come up with a solution. And keep an open mind that the right answer may not necessarily require a forklift technology upgrade. Sometimes it’s just a little user education on how to better use the tools they have.
Up until this week I hadn’t seen a good story on the power of unified communications from the user perspective. Users are often most vocal when something doesn’t work so finding a positive story can be tough for any technology. So, thank you Shannon Williams! She’s a receptionist at Intergen in New Zealand and a new OCS user. Check out how OCS “changed her life”!
A short excerpt from her story:
I think it would be fair to say that as the receptionist, my day involves a fair bit of multitasking. Outside of my face-to-face interactions with staff and clients, Communicator is my main connection to the Intergen universe. My day revolves around it. To give you an example – right at this very moment I am having four Communicator conversations simultaneously and trying to solve people’s various emergencies and dilemmas. Right now it’s: Are our phones on global roaming already? Can you find a code for me? Have you had lunch? Johannes passed his exam – don’t forget to send an email out and update the spreadsheet.And that’s what it’s like all day every day.
How do YOU use OCS? Send in your stories and I’ll publish them here.
Also be sure to check out some of my recent posts:
My review of the Plantronics Savi Go Headset for OCS
Some info on the April/May OCS QFE1 patches
And how Aspect uses OCS to same $1.3 million per year!
