How to Get the Most Out of a UC System
Although more enterprises are opting for Unified Communications systems, issues such as outages, cost overruns and insufficient training hinder its use.
Respondents have experience using the following UCs: Cisco Unified Communications: 53%, Microsoft Lync: 42%, Avaya: 21%, Other: 19%
58% of respondents say their UC is fully deployed and generating an ROI. But 12% say their fully-deployed UC is not generating sufficient ROI. 29% say their UC is either stalled and generating ROI, or stalled and has not delivered any ROI.
Most respondents say they use their own IT staff and resources to manage and support their UC day-to-day (87%). But 19% are not satisfied with the support, and requirements are not consistently met.
67% of respondents say their operating expenses are in line, but 36% spend too much time reacting to performance issues. Result: More than 25% of IT projects on hold.
While 51% of respondents never or rarely experience voice quality problems, 17% do several times a quarter, and 5% do many times daily.14% have voice problems a few times weekly.
Asked to what degree their UC support elements (monitoring, workflows, user provisioning, process and task) have been automated, 51% of respondents say more than half of their support elements are automated. Only 20% have automated all of them.
Asked whether skilled resources (CCIEs, CCNA, Network, VM) spend too much time on reactive, day-to-day work resulting in related strategic projects being put on hold, 48% said no, almost 50% yes.
60% say their UC teams (Cisco, Avaya, Microsoft) collaborate very well with each other and 27% say they do not.
11% of respondents use a managed services provider. Another 11% use a PBX vendor.