UC&C Metrics That Matter

It's not enough to simply implement UC&C tools - it's crucial to understand how they're being used

Unified Communications & Collaboration (UC&C) have become essential tools for all organisations looking to improve communication, collaboration, and productivity. However, it’s not enough to simply implement these tools, it’s also crucial to understand how they’re being used and what impact they’re having on your business. This is why UC&C analytics is so import, because they provide insight into how your employees are using these tools and can help organisations identify areas for improvement.

For example, with UC&C analytics, you will be able to understand adoption rates of the new technology by measuring how many employees are actively using the UC&C tools you’ve implemented. A low adoption rate could potentially mean that employees are not finding the tools useful or user-friendly, or that they may not be aware of all the features available to them. By understanding these adoption rates, you will be able to take steps to improve user engagement and ensure that employees are making the most of the investment made in the tools by the business.

Another key metric organisations could look at is in the usage patterns of the technology as this can help identify when, where and how employees are using the UC&C tools. This can include data such as which features are being used the most, how long calls and meetings are lasting, and the busy times throughout the day, week or month that employees are using the tools. Understanding usage patterns can help you identify trends and make adjustments to UC&C deployments to better meet the needs of employees. Quiet periods can also be identified to maintain the correct staffing levels and potentially allow for the scheduling of other tasks, e.g., ongoing user training.

The return on investment of your UC&C is one of the most important aspects for any organisation to understand, so it’s also important to track metrics such as call quality, user satisfaction, and network performance. These metrics can indicate whether the UC&C tools are delivering the intended benefits, such as improved collaboration and productivity. By measuring these metrics regularly, organisations can ensure that they are getting a positive return on their investment.

Neglecting UC&C metrics can lead to a lack of visibility into how employees are using the tools and can result in decreased engagement, productivity, and overall ROI.

Here are a list of UC&C (Unified Communications and Collaboration) metrics that may be important to track in 2023:

Adoption rate: This metric measures the number of users within an organisation who are actively using the UC&C tools.
User satisfaction: Surveying users on their satisfaction with the UC&C tools can provide valuable insights into areas where the tools are excelling and where improvements are needed.
Meeting and call quality: Metrics such as connection rate, audio and video quality, and call/meeting completion rate can provide insights into the overall quality of the UC&C tools.
Collaboration and productivity: Measuring the effectiveness of the UC&C tools in facilitating collaboration and increasing productivity can provide insights into how well the tools are meeting the needs of the organisation. Also potentially highlights how much travel time has been saved between sites.
Cost savings: By tracking costs associated with the deployment and maintenance of the UC&C tools, organisations can determine the return on investment and identify areas where cost savings can be realised.
Security and Compliance: With Remote work becoming more prevalent, Security and Compliance become increasingly important. You can track the number compliance-related incidents, or suspicious interaction access within your UC&C setup.
Scalability and Flexibility: It’s important to track the scalability of your UC&C infrastructure to ensure that it can accommodate future growth and the organisation can take advantage of new features and functionalities as they become available.
Network Performance: As UC&C tools are heavily reliant on internet and network performance, it’s important to track the performance of your network, including uptime, throughput, latency, and packet loss, to ensure that your UC&C tools perform optimally.

Depending on the specific use case and requirements, these metrics may vary. It’s important to identify the key metrics that align with the organisation’s goals and objectives.

Datatrack can help your organisation get a better understanding of your UC&C metrics, with our Eclipse Storm solution, your business will be able to improve the performance and overall return on investment. To learn more about how Storm can help you unlock the full potential of your UC&C tools and drive real business results, contact us today.


Datatrack is a software analytics company delivering solutions that help organisations optimise the performance of their unified communications infrastructure. 

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