Breathe New Life into Your Unified Communications and Contact Center with Managed Services

Let’s take a look at two systems that are vital to the success of your enterprise:

• Unified Communications (UC) enables your employees to collaborate seamlessly in real time across geographies and devices.
• Contact Center (CC) solutions enable your organization to conduct essential communications with your customers, from order taking to customer support and troubleshooting.

There is a direct correlation between effectively operating of these systems and their desired outcomes: which are superior levels of customer experience (CX) and user experience (UX).

The Challenge

While these systems can become the backbone of your business success, they are also extremely complex. Even the most basic UC and CC deployments consist of multi-layered, distributed applications with multiple service components that make them inherently difficult to manage.

The past few years have not made things any easier. During the pandemic, many organizations adopted a work-from-home (WFH) model. Infrastructure and operations teams were forced to hastily adapt to this change. And, just as things seems settled, came another backlash as organizations began to bring employees back to the office.

These rapid changes have had other side effects:

• A proliferation of systems and assets distributed across the infrastructure landscape – most notably on the cloud. And not just one cloud environment. In most cases, the need to work with multiple vendors has led to a hybrid system that requires multi-cloud hosting.
• Existing investments in legacy assets and other IT platforms that were left behind are now unused or at best underutilized.

Managed Network Service (MNS) providers are uniquely positioned to address these challenges. The benefits of working with an MNS provider are straightforward – they bring with them the expertise, staffing, and resources to effectively manage your infrastructure.

Managing Complexity

MNS providers have the experience and expertise to deal with complex infrastructure environments. After all, this is what they do around the clock. It is simply not practical or economically feasible for most enterprises to staff and maintain a dedicated IT team that can match the capability of an experienced MNS provider.

MNS providers typically cater to multiple enterprise clients, which gives them a wider perspective in understanding the technological ecosystem to better serve your organization’s specific needs.

Managing Proliferation

Today’s infrastructure should include an array of technology options to service and support your UC and CC needs. An experienced MNS provider understands how these different product sets interact. The wide proliferation of assets invariably leads to an equally diverse proliferation of toolsets to manage the infrastructure.

When selecting an MNS provider to provide services to your enterprise – find a provider with the experience to manage the living breathing topology and assets that constitute your entire service delivery infrastructure. They should monitor the underlying assets equally and provide visibility into all parts of the infrastructure – whether the components are cloud-based, on-premises, or hybrid.

Leveraging All Assets

The ability and experience of an MNS provider to understand your entire service delivery ecosystem makes it possible garner greater value and operational efficiency by unlocking the potential of your underutilized and legacy systems.

By managing your IT infrastructure’s complexity, proliferation, and inefficiencies, MNS providers have the ability to breathe new life into your existing assets. A good MNS provider will make it possible to better sustain and manage the UC and CC services that your business depends upon.