Gartner Research

How to Maximize Unified Communications Adoption Inside the Digital Workplace

Published: 25 April 2018

ID: G00348806

Analyst(s): Adam Preset , Christopher Trueman , Rafael Benitez


IT departments often deploy UC solutions, only to find that user adoption fails to achieve the usage levels expected. This research outlines several best practices that application leaders can use to improve adoption by grounding their UC strategy inside the broader digital workplace.

Table Of Contents
  • Key Challenges



  • Define Success in the Language of Your Digital Workplace Program
    • Understand and Prioritize Your Motivations — Your Digital Workplace "Manifesto"
    • Incorporate and Baseline Qualitative Metrics — Your Digital Workplace Balanced Scorecard
  • Align Change Management With Different Activities: Messages, Meetings or Calls
    • Messages
    • Meetings
    • Calls
    • Drive Adoption of Meeting, Messaging and Calling Applications
  • Mine Operational Metrics for Sources of Potential Trouble
    • Don't Poison Your Efforts With Shoddy Quality or Reliability
    • Knowing Who Is Using Your Solution Will Help You Convert the Nonusers
  • Periodically Adapt and Renew Your Efforts

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