1UC Technology Adoption & Training Experts

1UC are leading experts in Change Management, Adoption and Training Services specialising in Unified Communications, Collaboration, and Contact Centre applications.

Over the past few years huge advances have been made in communication technology within the workplace. The ability of employees to connect and collaborate remotely within a work environment employing global real time communication has vastly improved the efficiency and productivity of organisations.

The downside to this accelerated advance in technology is many organisations and employees are struggling to keep up with the adoption of the technology and it can be met with resistance from the staff it is designed to help.

To drive successful technology adoption, it is important to understand not just the business needs but also the needs of all stakeholders to ensure they understand the benefits and embrace the new technology.  At 1UC we understand that identifying key stakeholders, their roles within an organisation and their responsibilities in terms of enabling a successful roll out is essential to creating clear, structured and managed training sessions that focus on the areas each stakeholder needs to fulfil their responsibilities with the organisation.

1UC are training and adoption specialists within the unified communication and call centre industry. Founded in 2007, the company set out to provide training and education services to clients of Microsoft, Cisco, Avaya and Google partners.

We are able to provide a cradle to grave training and adoption solution and are passionate about connecting people with technology. We have developed a broad portfolio of training and education methods to suit all clients.

There are many benefits to working with 1UC:

  • Level of expertise - 1UC has over 20 years training expertise around call centre technology
  • Flexibility - 1UC can offer flexibility around training and consultancy as required
  • Adapting to client needs - We have experience across many different UC technologies and  can assist clients with a transition from legacy technology.
  • Personalised training approach - We can deliver a bespoke training plan and customise all areas of training delivery to meet clients specific needs.
  • Development of ‘End User’ focused training materials
  • Softer skills approach to end user training and data gathering
     

Education methodology

1UC has developed a range of training courses targeted at organisations deploying or upgrading new technology. All our courses have been developed using a best practice methodology to include:

  • Consultancy
    - Our ‘Data Governance’ experts will assess and provide recommendations for your Microsoft 365 or Unified Communication solution.
    - End user data gathering consultants, working with supervisors & administrators to explain the new technology that has been sold within the solution to help them understand how the new system will work/operate.
     
  • Change Management & Adoption
    - Discovery Workshops/Focus Groups
    - Sponsorship Team/Pilot Team
    - Persona Analysis
    - Champions Network
    - Communication/Marketing Strategy
    - Training
    - Aftercare
     
  • Training Analysis
    - The Training Format – Pre-training, train the trainer, system administration, go-live support
    - Profile of trainees – New user, basic, intermediate, advanced
     
  • Education Plan
    - Collated data from the previous phase is used to design a training solution
    - Development of bespoke training documents
    - Date and training schedules are discussed and agreed
    - Training Tools – User guides, projectors, flip charts, reference manuals, computers, and handsets
    - Appropriate training environment scheduled and prepared
     
  • Online Videos/Tutorials
    - Bespoke videos - ongoing connection and support between you and the end client long after installation is complete.
    - Meets the needs and requirements of each client by leveraging the trainer’s expertise and knowledge around the solution and the specific end client’s requirements.
    - MP4 videos - cost-effective solution as the client doesn’t need to pay an ongoing licence fee for access.
     
  • Training Delivery
    - Availability can be scaled up during busy periods to meet demand by utilising our established network of trainers.
    - The courses are delivered in accordance with the format agreed in the previous phase
    - Any related documentation is distributed to the delegates
     
  • Go Live Support
    - With an established network of trainers, 1UC can quickly and easily adapt to different sized rollouts. From one to one white glove service to large on-site floor walking support, we can accommodate multiple project rollouts simultaneously.
    - Remote floorwalking as well as onsite support is available for first day of service.
    - Consultants and trainers are on hand to answer any questions, troubleshoot any problems and ensure a seamless adoption and transition of the new technology.
     
  • Review
    - Training assessment forms are completed after every training course delivered by an 1UC trainer. This is sent back to the project manager for further review and assessment.
     

Technologies we can deliver

We can delivery on a range of technologies including-

  • Microsoft O365
  • Microsoft Telephony (Teams Direct Routing/Voice)
  • Anywhere 365 Contact Centre
  • Cisco IP Telephony
  • Cisco Contact Centre
  • Avaya IP Office
  • Avaya Aura (previously known as Communication Manager)
  • Avaya Contact Centre
  • Google Suite
     

For all the above, we offer the following services:

  • Data Governance
  • Call Centre Consultancy & Data Gathering
  • Change Management & Adoption
  • Administration Training
  • User Training
  • Supervisor Training
  • Go Live Support
     

Technology adoption & Change Management

Adoption is a key phase in the successful implementation of any technical solution. One of the main reasons technology implementations fail is a result of technology perception by the user base.

Adoption and planning services are a critical element of an effective Intelligent Communications project alongside the training required to ensure successful adoption within the business. 1UC provides packaged or bespoke adoption services along with training options.

Over the past few years huge advances have been made in communication technology within the workplace. The ability of employees to work collaboratively and within a network with global real-time communication has vastly improved the efficiency and productivity of organisations. This is more apparent during current economic times and the shift towards a home office environment. The downside to this is that many organisations and employees are struggling to keep up with the adoption of the technology and it can often be met with resistance from the staff it is designed to help.

Successful technology adoption depends not just on understanding the business needs but also the individual needs of all stakeholders.

We understand that identification of key stakeholders, along with their roles in enabling a successful roll-out is essential to creating clear, structured and managed training sessions that focus on the areas each stakeholder needs to fulfil their responsibilities with the organisation.

Our ‘Technology Adoption Services’ consists of:

  • Discovery Workshops/Focus Groups
  • Sponsorship Team/Pilot Team
  • Persona Analysis
  • Champions Network
  • Communications strategy analysis and development session
  • Communications design development
  • Training Plan and Scheduling for all end users
  • Aftercare / Go Live Support
     

Our change management specialists will engage with you to discuss the most appropriate adoption strategy that meets your needs.

Best of all, once a customer receives their adoption strategy, it’s up to them as to whether they themselves implement it or continue to us to deliver in full or part. Providing complete customer control and budget.

Training Materials and E-Learning

1UC are able to create customised end user guides for both quick reference and in-depth end user guidance and we also have the ability to make tailored training videos to ensure the ongoing training needs are covered beyond the initial course delivery. These can be supplied in multiple languages if required.

Another service we are able to provide is the creation of interactive customised tutorials showing how all hardware and software-based applications work and how they will benefit the end users. Sections can range in length from around 30 seconds to 2 minutes. These can be used as part of the pre-migration communication to users, as an aide-memoire after user migration and to help users navigate through the features of their new system. Additionally, it can be used for new starters as part of an induction programme making them a really useful tool.

Our experienced adoption consultants have been significantly involved in creating the interactive tutorials. Their working knowledge has been transferred to create an informative and well-designed e-learning tutorial that reflects the best practice in the use of these products.
The final product is delivered as MP4 files. These can be distributed by the company as required, such as the company intranet or SharePoint.

Go Live Support / Floor Walking Services

1UC provides support for the critical first few days of usage of a new technology where user perception can influence the success of the deployment.

Our floor walking services ensure resources with the correct skill set are on hand to service user questions and issues with the operation and use of the newly implemented technology.