Spoiler alert. Yes, the struggle is real. My collaboration struggle story starts like many others. I’ve just awoken to start my day and one of the first things I do after shuffling the kids off to school is checking my calendar for the day. I, like many others, work from home so my connections to work, customers, and the outside world in general relies heavily on collaboration solutions. I, also like many others, utilize many different types of UC applications to communicate throughout the day. My schedule includes several meetings that involve one-on-one calls, as well as conference calls. Some of these are voice only and some are video conference calls. Wrapped into all of this are all of IM’s that are sent and received throughout the day. With a large cup of coffee in hand I sit down at my laptop to get ready for my first conference call that starts at 8am. Not my favorite time to begin a call for the day, but never the less, here we go. I sit down, start up my soft phone client and connect to my first meeting. At this point this is where collaboration users experience a wide range of struggles, do any of the following sound familiar:
- I can hear them, but no one can hear me
- They can hear me, but I can’t hear them
- Screen sharing works for some but not all
- Voice cuts in and out for some callers
- Video may be choppy or pixilated for some users
- People will try to logout and log back in to see if issues are corrected
These struggles are all too familiar to network and collaboration support desks across enterprises. To make matters more difficult for UC IT support teams, trying to narrow down what is causing the problems is a challenge. Tools today are very centric to either collaboration or networks. Do I have a collaboration issue or a network issue? What if none of my devices are having issues and throwing alarms and it’s a utilization/capacity issue? Being able to correlate across multiple UC Health Domains is critical to support organizations to narrow-in on issues and improve the overall user experience and adoption of collaboration platforms. Bad user experiences can cause a slow down in ROI for these platforms. Many companies may have network monitoring tools and different tools to show what’s happening in collaboration. It takes a long time to manually piece together the information to pin point how one is affecting the other. Having a solution that can look across the UC Health Domains of the platforms, networks, and endpoints will help Operations and Support teams react to issues more quickly and anticipate future problems that can affect collaboration to address them before users have a poor experience.
Find out how Nectar can help improve the user collaboration experience, improve adoption, and collaboration ROI on Webinar: Deliver Great User Experiences; Thursday, November 29, 2018 02:00 PM ET / 11:00 AM PT.