'UCC spend at risk without employee adoption'.
Earlier this year, Dimension Data commissioned research firm
Ovum to conduct a global UCC survey (Dimension Data 2013 Global UCC Study) across
the Americas, Australia, Asia, Europe, and South Africa. According
to Dimension Data, over 1,320 enterprise ICT decision-makers and 1,390
employees in a broad spectrum of industry verticals in 18 countries were
The study found that over 78% of IT decision-makers have a
current strategic plan and budget to implement "select components" of UCC.
Additionally, 43% have a budget for "most components" of UCC, while 42% of
decision-makers indicated they have a budget to proceed with investment in "all
or most aspects" of UCC.
"This is a surprising shift," said Craig Levieux, Dimension
Data's Group general manager for Converged Communications, "especially when
economic conditions and operational constraints normally put the brake on
enterprise communications investment. Typically, UCC has not been the subject
of strategic ICT planning. In fact, until recently, UCC was largely synonymous
with the corporate PBX, and the idea of formulating and rolling out a UCC
strategy - even among large organisations - was alien.
"Of those IT decision-makers who had made major UCC
investments in the past two years, a high 61% cited measurable cost savings,
employee uptake and employee productivity. This sends a strong message to
organisations that don't recognise unified communications as a strategic
productivity and cost-saving weapon."
Meanwhile, the UCC aspirations of organisations don't match
those of their employees. "Our research tells us that organisations are failing
to profile and assess their employee requirements," explains Levieux. "This
lack of employee awareness could pose a risk to the success of those UCC
investments on today's boardroom agendas - especially since decision-makers
expressed that they are basing their UCC investments on improved business
processes and productivity.
"When we analysed the strategic approach that enterprises
are taking towards UCC, the BYOD trend, the focus on mobilising UC and social
collaboration, and aspirational goals to increase business agility, we were
surprised that only 38% of large enterprises reported that they profiled their
users. Of those who don't profile users, around 20% have simply not thought of
doing it. More alarming is the fact that 21% believe their employees all have
the same requirements, while 13% did not see the value in profiling.
"For organisations looking to formulate or refresh a UCC,
employee feedback is critical. In a world where more employees bring their own
devices to work, a gap in understanding between decision-makers and employees
could come at a very real cost. User uptake is a critical success metric for
UCC investments, especially as more UCC applications will be delivered to
employees, who expect multiple device support and applications that match their
requirements. If not, uptake will continue to lag behind aspirations, as has
been the case with many standard UCC applications to date," explains Levieux.
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