As I discussed in my recent report: “Key Trends: Contact Centers of the Future,” co
The Critical Factors for UC Success
Unified Communications (UC) solutions have been on the market for more than 10 years, but UC success remains low, despite maturation, growing integration and expansion of features within vendor offerings, and increasing employee expectation of the ability to seamlessly collaborate via text, voice, and video. Less than half of IT leaders rate their UC implementations as successful or highly successful. A mix of factors drives this result: Integration challenges in multi-vendor environments, limited user acceptance, and challenges of integrating management of disparate applications. Those that are successful are pushing the envelope, extending UC out to mobile devices like smartphones and tablets, as well as desktops/laptops. Success also correlates with the use of managed and professional services during implementation and for ongoing support. The bottom line: increasing the breadth of UC functionality available to end-users, while leveraging third parties to address operational and implementation challenges translates to UC success.
- Big Data, Analytics and Virtualization
- Contact Center and Customer Engagement
- Cloud Delivery
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security & Compliance
- Unified Communications and Collaboration
According to our most recent benchmark, nearly every enterprises now supports employee use of iPhones and iPads; IT’s hand was forced from consumerization.