Pricing should be predictable and transparent, without any hidden costs, such as maintenance. Flexibility is important, for instance the accommodation of fluctuating usage. The service should be tailored to make access to UC services very simple, without multiple login requirements and ideally one-touch. Obviously, the system should be intuitive, requiring little or no training.
Finally, consider handset strategy. Will BYOD need to be integrated, and what about softphones? While one device for everything is possible, most users will likely carry on having more than one phone, and in our experience sales of desktop handsets remains steady.
It is important to ensure that the mix of services being offered is tailored to the organisation and its users. With modern UC technology this is not only feasible but should emerge as standard practice. The technology to be innovative exists, the market choice is expanding, and with the ISDN switch-off imminent, the interest around UC should continue at its current pace.