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Unified communications consulting, implementation heat up

Channel partners, including WWT, provide a range of offerings in the unified communications market, from workplace analytics to entire product suites. Cloud conferencing is driving growth.

by John Moore

Unified communications consulting and deployment services are seeing increased demand as customers look to solidify and expand earlier -- and typically hurried – attempts to build remote work infrastructure at scale.

The onset of the COVID-19 pandemic compelled organizations to provide unified communications (UC) tools for a vastly expanded population of work-from-home employees. Systems were rapidly stood up as lockdowns went into effect in March 2020. Cloud-based technologies, such as Microsoft Teams, Zoom and Cisco Webex, were often the preferred choices, given the pressing need to accommodate large numbers of suddenly remote workers.

Months later, enterprises are now examining their first takes on remote work technology and moving ahead with more sophisticated systems. Professional services firms, systems integrators and MSPs are helping clients navigate the changing technology landscape.


Organizations might lack visibility when it comes to usage patterns across work groups and departments. The problem is compounded if they have instances across multiple remote work technologies. Consultants and integrators are helping clients get things sorted.

"Customers weren't actually sure of some of the nuances and how much is being utilized in certain areas," said Mark Wall, practice manager at World Wide Technology (WWT), an integrator based in St. Louis. "One of the biggest areas is just looking at analytics and understanding what is going on within [the customer's] environment."

Providing a holistic view of those environments can prove challenging, however. That's because analytics software is often specific to each unified communications tool.

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