Metrigy Report: New Workplaces Drive Transformation and the Need for Automation
Mike Frayne, CEO, VOSS Solutions
According to CIO.com, digital transformation is a "foundational change in how an organization delivers value to its customers." This is taken from a recent article - well worth a read - in which CIO.com explains that while digital transformation was already a key strategic initiative, it has taken on heightened importance during the COVID-19 pandemic.
As a consequence, digital business transformation is a really hot topic right now. All organizations are striving to adopt new technologies to streamline and improve processes and then automate and integrate these to be more efficient, drive costs lower, and deliver greater value. That’s why we asked Metrigy to take a look at this theme for us, and they delivered an interesting report that is freely available to all.
New Workplaces Drive Transformation: Successful digital transformation projects must include partners that can deliver on automation, visualization
The report, authored by Metrigy CEO and Principal Analyst, Robin Gareiss, specifically looks at the Unified Communications and Collaboration (UC&C) market, and the evolving needs of enterprise organizations in this post-pandemic, transformational age. Gone are the days when UC&C management technology was an unnecessary luxury used by a small number of knowledge workers. The massive increase in UC&C adoption and the total breakdown of vendor-influenced technology selection has resulted in an unprecedented situation. With remote working the new normal, enterprises are way more dependent on UC&C, but at the same time they have significantly augmented their usage of an array of relatively discrete, multi-vendor technologies, often with multiple overlapping services.
The challenge of implementing digital transformation on such a complex, evolving set of critical services (contact center, UC suites and collaboration tools), and with staff scattered, is greatly increased. And the operational problems associated with administering and controlling the “new normal” collaboration platform are way harder, more complex, and definitely more costly.
Backed by empirical data gathered by Metrigy from independent enterprise organizations around the world, Gareiss shares evidence on the growing need for UC&C management solutions to help deliver digital transformation. She categorizes management in two forms:
- Operations management tools that deliver automation to take care of day-to-day administrative processes
- Performance management tools that improve availability provide insight and analysis into collaboration usage, adoption and trends
In the report, Gareiss explains that “73% of companies are using more [monitoring and management] tools and gaining more visibility into their applications since moving to a work-from-home environment”. She also finds that "we see 51% of organizations using specialty management and monitoring tools for remote worker provisioning and 41% using them for remote worker application utilization."
Gareiss also looks at an enterprise organization’s desire to manage multiple UC technologies with a single tool. She explains: "The issue many IT leaders face is that they may need multiple tools to accomplish their goals, particularly in a multi-vendor, multi-architecture, multi-application environment. Most companies (61.5%) prefer their management / monitoring tools come from a third party, and 64.4% say it’s extremely valuable to have a single tool that can manage multiple vendors."
Helpfully, Gareiss lists the key questions that organizations should consider, when choosing a UC&C management provider:
- Do they automate administration functions, such as onboarding, address management, and change management for multiple vendors?
- Can they also manage performance for multiple vendors’ products and services, for collaboration, contact center, and other applications?
- Do they also manage products and services in the architectures or service delivery relevant to a given organization?
- How easily can the tools adjust their capabilities and adapt to changing business requirements (new apps, changes in processes, automation, etc.)?
- Are the account teams thinking beyond just the day-to-day management, and providing useful reports and analytics that assist in broader digital transformation initiatives?
- Can they integrate with IT service management platforms to provide real-time data to front-line IT support staff?
The report explains that VOSS can address all of these challenges, providing automation management for both UC operations and UC performance. She says: "VOSS is the only provider that provides both types of management tools; manages multiple vendors across UC, contact center, SBCs, and ITSM; and also manages both on-premises and cloud platforms."
Finally, the report concludes that VOSS is the #1 UC operations and performance management vendor that correlates with business success. As a consequence, the VOSS solutions are ideal to help you implement your digital transformation strategies across your UC&C platforms.