Skype for Business User Experience
Technology changes are disruptive for end users and Skype for Business is no exception. In fact, our ten years of SfB and Cloud Managed Services experience shows that more than two-thirds of companies rolling out UC cite user satisfaction concerns as the most important factor preventing strong Skype for Business adoption. Disruption can lead to lack of confidence – or worse, non-usage – which can stop your UC transformation in its tracks. Our PowerSuiteTM User Experience solutions help IT decode the real user issues and meet them head on. Beyond our specific User Experience solutions, all Unify Square software is user adoption focused (designed around SOF), to make it easy for enterprise employees to get the most from Skype for Business.
PowerSuite User Experience Solutions
Whether you’ve implemented Skype for Business or Skype for Business Online via Office 365, the most persistent Skype for Business help desk request involves an end user report of a “bad call.” Without PowerSuite, troubleshooting is a time-consuming, hunt-and-peck experience. Our unified communications SfB Help Desk solution analyzes user and system behavior during calls to deliver quick, end user-centric forensics that let tier 1 support professionals easily gain real-time access to many of the SfB call scenarios experienced by the typical single end user. Our UC-Core™ technology uses advanced heuristics to provide diagnostic input and remediation guidance on what and where in the hybrid ecosystem may have caused the voice quality issues.
When users experience poor call quality, or glitchy conferencing, they don’t typically call the help desk – they simply find an alternative to Skype for Business. Unhappy users create UC transformation roadblocks, lower your expected ROI, and slow employee productivity. Our User Satisfaction solution utilizes a Net Satisfaction scoring system to calibrate user sat, track satisfaction versus IT goals, and benchmark user sat versus other organizations. Additionally, we go beyond the built-in SfB Rate-My-Call feature achieve an average survey response rate of over 50%. The simple IM-based surveys allow IT to make informed improvements that encourage usage and SfB investments.
IM Surveys and Notifications
IT teams frequently juggle multiple projects and can let user communications fall through the cracks. End user notifications can be easily streamlined with our IM Surveys and User Notifications solution, which proactively notifies targeted groups of SfB users. Notifications or simple customized surveys can be created for the entire enterprise or individuals who match specific criteria. The use of timely, tailored updates decreases the number and frequency of issues escalated to IT, and enhances information flow to and from end users.
User Learning Center
The typical enterprise Skype for Business transformation always underinvests in the end user experience. As robust and cutting-edge as SfB technology may be, if it’s not embraced by end users, your UC ROI may underperform versus expectations. Our User Learning Center solution combines an interactive web portal, an IT feedback loop for specific end user issues, and proactive IM-based user notifications regarding frequently recurring issues. Our UC-CoreTM technology employs both monitoring and machine learning for pattern detection to identify recurring end user issues, so that sentiment analysis extrapolated from crowdsourced data is automatically pushed into the solution to be shared across the SfB population.
From the UC Library
Learn more about our integrated Skype for Business operations solutions software suite.
Learn more about how our software, consulting, and cloud managed services power up your Skype for Business deployment.