Polycom Offers New UC Analytics, Managed Services
The company's RealAccess services platform gives businesses greater insight into how their collaboration tools are being used and are performing.Polycom officials want to enable organizations that are spending millions of dollars on unified communications technologies to better evaluate how their employees are using their collaboration tools. The company is unveiling RealAccess, a cloud-based services delivery platform that collects personalized and near-real-time data and makes it available to IT departments via a cloud-based portal. Through analytics capabilities available through the portal, IT professionals can determine how the collaboration technologies are being used and how they're performing, and then make fast and informed decisions regarding their unified communications (UC) environments. RealAccess is one of several enhancements Polycom officials said the company is making to its UC portfolio to make it easier for businesses to get more benefits from their collaboration technologies. A growing number of tech vendors are offering tools to help IT departments better analyze and evaluate how employees are using UC tools and what can be improved. For example, Dell late last year released its Unified Communications Command Suite to give organizations a single portfolio of products they can use to gain greater visibility into their UC deployments to ensure employees can find the best ways to use them and that the businesses are getting a strong return on their investments. This is particularly important in a fragmented market with a broad array of vendors, from Cisco Systems and Avaya to Microsoft's Skype for Business (formerly Lync), Dell officials said.
Enterprises see benefits in UC tools in terms of greater worker productivity and cost savings, but complexity and the quality of the user experience are key hurdles to adoption. If employees are intimidated or confused by the technology, or find the experience isn't worth the trouble, they won't use it. Dell officials noted that Gartner analysts, in a report last year, said there are several areas UC vendors need to focus on to drive product adoption, with user experience being among the top five.