Integral to the workplace’s digital transformation is the question every organisation faces: Should you outsource your UC management to a Managed Service Provider (MSP) or handle it internally?
This is particularly pertinent for small and medium-sized businesses (SMBs). Whether it’s video conferencing, instant messaging, cloud storage, or team collaboration platforms, the pressure is on to ensure smooth, secure communication within teams and with clients. This decision can significantly affect productivity, security, and cost-effectiveness.
What is an MSP?
A Managed Service Provider (MSP) offers third-party IT services encompassing the entire unified communications and collaboration solutions ecosystem. This typically includes managing phone systems, video conferencing platforms, cloud-based collaboration tools, and secure communication channels for both internal teams and clients.
Essentially, MSPs provide businesses with a thorough IT solution, entailing everything from network management to ensuring your comms systems are fully optimised and secure.
The Case for Outsourcing UC to an MSP
1. Cost-Effective for SMBs
Cost savings is one of the most attractive benefits of using an MSP for UC and collaboration. Building an internal team capable of managing advanced communication and collaboration systems, from video conferencing tools to cloud storage solutions, can be expensive, even prohibitively. The hardware, software, and necessary expertise add up rapidly.
MSPs, however, often offer subscription-based pricing models that allow SMBs to access enterprise-level communication tools at a much lower cost. With MSPs, SMBs can manage their comms infrastructure via one streamlined service, skirting the need for significant upfront investment in equipment and technology.
2. Access to Expertise and Advanced Technology
UC and collaboration are elaborate, with myriad moving parts. From ensuring a smooth integration between video calls, file sharing, and chat platforms to implementing secure communication protocols, it necessitates a high level of expertise. MSPs employ specialists who stay up-to-date with the latest UC tech, security threats, and industry best practices, granting SMBs access to high-level expertise without having to invest in hiring and training an in-house team.
For example, MSPs can ensure that your video conferencing platforms are optimised for seamless integration with your other communication tools, enabling smooth, uninterrupted meetings—a vital factor for businesses relying on remote work and hybrid teams.
3. Scalability and Flexibility
As SMBs expand, their collaboration and communication needs also evolve. An MSP affords scalability, making it easy to add or remove users, upgrade systems, and implement new tools or remove antiquated ones as needed. Whether expanding your team or adopting new UC tools like team messaging apps, MSPs can adjust to ensure that your comms infrastructure keeps pace with your growth.
Managing such flexibility internally can be a major logistical challenge. Internal teams may struggle to scale communication tools as quickly and effectively, culminating in disruptions or delayed deployments. With an MSP, scaling your collaboration systems is smoother, allowing you to focus on your business rather than worrying about IT infrastructure.
4. Proactive Monitoring and Security
Security is a prominent concern when it comes to UC and collaboration tools. SMBs face growing threats of cyberattacks, such as data breaches, phishing scams, and ransomware attacks, all of which can compromise sensitive business communications. MSPs offer proactive monitoring and robust cybersecurity solutions that protect your systems from these threats.
From encrypting video calls to managing secure access for remote teams, MSPs can safeguard your collaboration platforms. They grant ongoing monitoring to identify vulnerabilities and resolve issues before they seriously affect operations. Internal IT teams can lack the resources to oversee security at this level, making outsourcing a safer option for businesses worried about cyber threats.
The Case for Doing It Independently
1. Full Control Over IT Operations
Managing UC and collaboration internally gives you complete control over your tools and systems. IT leaders can select and configure the organisation’s software and hardware to meet unique business needs, ensuring that their team uses the best communication platforms for your operations. With complete control, you can tailor everything from user permissions to software integrations, ensuring the tools align completely with your business processes.
Managing this internally may be more effective if your business requires custom-built communication tools or has highly specific or distinct requirements. This way, you’re not relying on an external provider’s standard offerings but instead creating a bespoke communication system that fits your exact needs.
2. Closer Alignment with Company Culture
In-house IT teams align more intimately with the company’s culture and day-to-day operations. This proximity means they are better equipped to understand the nuances of your communication requirements and can make rapid adjustments when needed. For example, if a specific department needs a tailored comms solution, an internal team can respond immediately, making changes that directly coordinate with your company’s needs and goals.
Internal IT departments can also foster greater collaboration between teams by directly managing and customising communication tools in ways external providers may not. This sense of ownership and alignment can improve the adoption and overall usage of UC systems, which is absolutely critical for encouraging effective team collaboration.
3. Potential Cost Savings in the Long Run
While outsourcing UC management to an MSP can be cost-effective in the short term, some SMBs may find that managing their own communication systems becomes more economical in the long run.
If your business has a fairly small team or specific communication requirements, maintaining an in-house team that oversees collaboration tools may reap long-term savings. You can avoid ongoing MSP fees and instead invest in tech that affords flexibility and control over time.
4. Direct Responsibility for Problem Resolution
Finally, with an internal team, you have the advantage of direct control over your UC infrastructure, which can culminate in quicker resolutions when problems present themselves.
If your video conferencing service goes down or there are issues with your messaging platform, an in-house team can act with pace to resolve the issue. There’s no need to wait for an MSP to troubleshoot or implement a fix, allowing your business to maintain continuity in communication without long delays.
Weighing the Pros and Cons
Regarding UC and collaboration, SMBs need to ponder their priorities carefully. Outsourcing to an MSP can be a cost-effective and secure way to ensure your UC systems are professionally managed and scalable. On the other hand, managing UC in-house offers greater control and customisation.
If your business requires flexibility, expert support, and robust security without the burden of managing IT internally, an MSP may be the right choice. However, managing UC independently may be a better ambition if you have the resources to build an in-house IT team and want more direct control over your communication tools.
This post originally appeared on Service Management - Enterprise - Channel News - UC Today.