Measuring the Success of Your Unified Communication Platform 

Is Your UCP Actually Working? Here’s How to Tell. 

You’ve picked the right Unified Communication Platform (UCP), rolled it out to your team, and everyone’s on board. But how do you know if it’s actually delivering results? 

Just because a tool is in place doesn’t mean it’s being used effectively—or that it’s solving the problems you intended to fix.  

McKinsey found that 60% of companies don't properly track whether their UCP delivers real value. They assume "no complaints" means success. But without clear metrics, you might miss hidden problems—or fail to maximize the platform's potential.  

In this blog, we’ll explore practical ways to measure whether your UCP is working, using real business metrics and insights you can actually act on. 

1. Are People Actually Using It? 

The first sign of success is simple: are your employees really using the UCP? According to Gartner, nearly 70% of digital tools fail because of poor adoption. 

What to check: 

• Login frequency 
• Most-used features (chat, calls, video, file sharing) 
• Decrease in use of shadow tools like WhatsApp or Zoom 

Offer quick refresher sessions if you notice some features are underused.

2. Is Productivity Improving? 

UCPs are meant to reduce the chaos of switching between apps and speed up communication. McKinsey reports that employees spend nearly 9.3 hours a week just searching for information. 

Look for: 

• Faster project turnaround times 
• Reduced internal emails 
• Shorter meetings (or fewer of them!) 
• Faster decision-making 

Example: A startup that moved to a UCP cut meeting time by 32% after switching to chat updates and focused video syncs. 

3. Are You Saving Money? 

One UCP should replace multiple tools—saving on licensing, IT costs, and even office infrastructure. PwC states that companies who consolidate tools save 20–30% annually. 

Measure: 

• Reduction in software spend 
• Drop in IT maintenance and troubleshooting requests 
• Travel and physical infrastructure cost cuts (especially for remote teams) 

4. Is Customer Experience Getting Better?

Good internal communication leads to better external service. If your support or sales team has faster access to the right people and data, your customers will feel the difference. 

Zendesk found that integrated platforms increase customer satisfaction by 15%, thanks to quicker responses and resolutions. 

Track: 

• Response time to customer queries 
• First-call resolution rates 
• CSAT (Customer Satisfaction Score) 
• Drop in customer complaints 

5. Are Teams Working Together More Smoothly? 

A well-used UCP should break silos and bring people together—even when they’re working remotely. 

You might notice: 

• More activity in shared channels and group chats 
• Cross-functional meetings or updates happening faster 
• Better alignment across departments (like marketing and sales) 

Forrester research shows that teams using UCPs finish projects 25% faster than those using disconnected tools. 

6. Are You Tracking the Right Metrics? 

If you can’t measure it, you can’t improve it. Most UCPs come with dashboards—use them. 

Consider setting up these KPIs: 

• UCP adoption rate 
• Number of video calls vs. emails 
• Average internal response time 
• Cost per employee on communication tools 
• Ticket resolution time (for support teams) 

Customize metrics to match your business goals. 

7. Are You Listening to Feedback? 

Data is useful—but so is listening. Regular feedback helps catch what the numbers might miss. Ask your team: 

• What’s working really well? 
• What still frustrates them? 
• Which features do they ignore or love? 

Harvard Business Review says teams that act on employee feedback improve performance by up to 20%. Use their input to refine training, simplify workflows, or tweak how your UCP is set up. 

Final Thoughts: Keep Measuring, Keep Improving:

Success with a Unified Communication Platform isn’t a finish line—it’s a process. Keep asking questions, tracking usage, and refining how your team interacts with the tool. The better it fits into your team’s day-to-day routine, the more value it brings. 

Wrapping Up: Your UCP Measurement Checklist 

• Revisit goals: What did you want to achieve? 
• Pick 3-5 metrics: Focus on what matters most. 
• Dig into problems: Low adoption? Find the "why" 
• Share results: Transparency drives improvement.

Up Next: Securing Your UCP—Why Communication Needs to Be Safe 

Even the best UCP isn’t worth much if it’s not secure. In our next (and final) blog of the series, we’ll talk about data protection, privacy, and how to keep your communication tools safe from cyber threats.