Your UC Isn't Broken. Your Box Is.

Every time someone tells me their internal comms are "broken," I ask one question first: broken, or built for the wrong audience?

A customer of mine — name held back, they were a client — had a real UC problem. Most of their workforce wasn't sitting at a desk. They were driving trucks all day, and corporate kept broadcasting town halls built for people who could sit still and watch a screen. A driver can't do that safely. Full stop. So none of it landed. Leadership thought they had an engagement problem. They had an audience problem wearing an engagement costume.

The fix wasn't a better town hall. It was a different shape entirely — short clips, submitted and watched on breaks, through an app already sitting in the cab. Viewership went from ignored to record highs inside weeks. Nothing about the message changed. The box around it did.

I've stood in this exact spot in sales, too. A GM once stood in front of my whole team and said: only sell what's on the truck. Stick to the catalog — that's the box, and if it's not in the box, it's not our problem. Except customers don't live inside anybody's catalog, same as those drivers didn't live at a desk.

Different departments, same failure. Somebody draws a box that was convenient to build, assumes it fits everyone, and calls the people it doesn't fit "hard to reach" — instead of asking whether the box itself is wrong.

So next time someone tells you the UC platform is broken: check the box before you blame the wire.