Implementing any type of organizational change can be challenging, especially when it comes to introducing new technology. Employees become used to established systems and procedures, and trying to get them to adopt something new requires acceptance and a willingness to change, as well as training. And when you want to upgrade a high-profile technology such as the company telephone system, it can be even more challenging to get employees to embrace change.
Migrating to a state-of-the-art voice-over-IP (VoIP) telephone system offers a number of benefits to any company. VoIP brings features that improve overall communications and productivity, such as integrated fax support, call queuing, call screening, conference calls, call forwarding, call blocking, and voicemail-to- email transcription. Of course, the more sophisticated the VoIP system, the more training and support are required.
The most advanced VoIP services are available with unified communications (UC) services. In addition to processing and routing voice calls, UC integrates additional digital services such as presence, click to chat, click to call, file transfer, phone directories, customer data access, and video conferencing. This level of sophisticated telecommunications not only requires employee training, but also will call for new procedures and workflows to make optimal use of UC features.
Because the phone system is now part of the computer network, installation and maintenance fall to IT. The role of the IT team is to not only integrate the latest technology to improve productivity and reduce costs, but also be responsible for making sure that introducing new systems doesn’t adversely impact operations. It’s a balancing act between innovation and disruption; the innovation will improve operations in the long run, but in the short term, operational disruption must be kept to a minimum.
When choosing the right phone system for your company, change management and user adoption must be as much a consideration as functionality and innovation.