Knowing Good Signs from the Bad When Talking with Your UC Vendor

By Travis Dillard, Inflow Communications

When choosing a UC vendor there’s a number of things to consider and many questions to ask both about your company and the potential vendor. Along the way, there may be some red flags that many customers miss. Here’s a few to look out for:

• Phone system integrators who have tried to evolve from installing and supporting traditional, digital technology to installing and support VoIP. They’ve tried to train the “legacy” phone technicians on IP networking and IT. I’ve rarely seen this work.

• Doing only a simple reference check on your vendor is almost worthless. The vendor is only going to give you their happiest customers.

• Too many IT providers make the mistake of adding VoIP services to their line card because it’s simply “another application on the network.” Along with installing network switches and fixing your PCs, they’re going to install and support your communication systems with as much success, right? WRONG!

• Don’t assume that because UC vendors that work with large, complex customers successfully, that they’re going to provide a smaller organization with the same level of success. Smaller companies generally have little or no IT personnel on staff. Because of this, they’re going to demand a much broader suite of services like day-to-day programming changes, non-phone system support for computer issues and working with the carriers for ticket resolution.

• Vendors with offices and people all over the country might mean they’re a large, slow, complacent provider that sells everything under the sun and has prohibitive support processes that ends up defeating the whole purpose of prompt, personal, accurate, expert service (carriers for example).

• If they don’t have examples of walking a way from a customer that wasn’t a good fit, and they “support any and every type of company.”

I discussed these red flags and other cautions when you’re choosing your UC vendor, in my webinar, The Number One Mistake When Choosing a Unified Communications Solution. Didn’t make it? Download the white paper that offers easy checklists, red flags and key questions to ask when choosing a UC vendor. Don’t forget to let me know what you think or if you have any questions! 

About Inflow Communications:

Founded in 1997, Inflow is one of the nation’s top Unified Communications and Contact Center consultants in today’s market. Pioneers in cloud unified communications and cloud contact center success, Inflow is the first company to provide contact center consulting and training focused solely on helping you elevate your customer experience.

With over 200,000 endpoints supported under Inflow’s innovative success programs around the world, Inflow built its brand and reputation around providing unrivaled customer support. Inflow is in Mitel/ShoreTel’s top 2% in global customer satisfaction, and quickly acquiring a top spot with RingCentral, Genesys PureCloud and NICE inContact.

By partnering with Inflow, you can expect the highest level of strategic consultation, execution, and optimization available in the industry.