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How to Team Up with Your UC Partner to Ensure a Win - #SquadGoals Part 2

Thursday, April 25, 2019 - 09:45
Ensure a UCaaS win

In the last post, we discussed important points to address when assembling your in-house UCaaS buying team. This time, we’re talking about aligning with your UC vendor, or your partner, if you will. You and your provider should definitely be in that partnership mindset to make this all a success!

When planning your migration to unified communications, you can’t focus just on technology and features. One of the most important components or your deployment (and beyond) is PEOPLE. When you keep that in mind, you’ll be one step closer to UC success. So, let’s get into the key players who should be a part your unified communications as a service migration journey.


If you recall, in part one of this blog series, we covered how to go about drafting your in-house team, assembling a group of stakeholders representing different business units and departments. If your A-Team included representatives from across the organization, you’re on the right track. The more buy-in you can get during the decision-making process yields better results you’ll see in the adoption phase. When people have a say in the process, they have a vested interest in seeing the project through and work together toward a more successful outcome. Next step is finding the right UC partner.

Your UCaaS partner is integral to the success of your migration and ongoing success. The provider’s team should consist of a robust group of specialized individuals who each offer unique value to your organization.

Solution Engineer

Tasked with designing a solution that addresses your challenges and meets your goals, this team member gets to know your business almost as well as you do. A true expert evaluates not only the current, but future needs as well and creates a customized approach for your journey throughout the cloud migration. Your solution design engineer is definitely in the running for MVP.  

Project Management

Unafraid to get in there, provide true leadership and set an example for the entire team, the project manager acts as a single point of contact to oversee the project and coordinate all activity related to deployment of the services. The project manager will take control when needed and pass the ball over to other team members to complete the play.


Implementation Team

The solution delivery team combines experts from various specialties, including voice and platform engineers, who coordinate onsite and remotely to cutover from the previous service, and turn up new services with as little disruption to everyday operations as possible. This team is often on-hand during off hours to ensure you and your customers experience a seamless transition, making this group a frontrunner for the team spirit award.

Training and Adoption

Another MVP contender, the training and adoption team members are those oft-forgotten players who truly shine when the game is down to the wire. West delivers both included and add-on training and adoption services, designed to help end-users and admins understand and embrace their new services and tools to obtain the full ROI.


Just as in basketball, these supporting players can make all the difference between winning and losing.

24/7/365 Support

After implementation, who has your back? Make sure that 24/7/365 support comes standard so that you have live, expert support whenever you need it.

Account Management

Your account managers will work with you and be your advocate throughout the life of your contract. They also raise awareness of service updates, provide you with any necessary technical information to prepare for upgrades and can escalate any issues to support on your behalf.

Management and Monitoring

These experts work behind the scenes to manage and monitor systems to ensure maximum uptime and identify and mitigate possible threats before they even become issues.

Get in the Game

A final note:  today’s buying committees not only have to work together, but also must talk to their colleagues who use the technology on a daily basis. Understand the various use cases of different types of workers, roles and departments (such as remote and mobile workers, customer service professionals, executive leadership, marketing, HR). Note their challenges and consider their wish-lists. This should include not only your power users and executives, but casual users as well. Could they be better served? How can the technology help everyone do their jobs better and provide a better customer experience?

Following the recommendations of this blog, as well as part one, your UC team can become the definition of #SquadGoals and be one step closer to UCaaS success. Are you ready to get in the UCaaS game? Reach out to learn more about our services and take advantage of our free technology assessment to see what solutions might be right for you.

Want to learn more about moving to UCaaS? Read Made for the Cloud: Moving to Unified Communications as a Service.

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