How to Get the Most Out of a UC System

 
 
By Karen A. Frenkel  |  Posted 03-29-2016 Email
 
 
 
 
 
 
 
 
 
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    How to Get the Most Out of a UC System
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    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.
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    Most Popular UCs
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    Most Popular UCs

    Respondents have experience using the following UCs: Cisco Unified Communications: 53%, Microsoft Lync: 42%, Avaya: 21%, Other: 19%
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    Extent of UC Deployment
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    Extent of UC Deployment

    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.
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    UC Support and Management
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    UC Support and Management

    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.
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    Are UC Costs Reasonable?
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    Are UC Costs Reasonable?

    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.
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    Voice Quality Problems
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    Voice Quality Problems

    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.
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    Degree of Automation
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    Degree of Automation

    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.
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    Reactive Skilled Resources
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    Reactive Skilled Resources

    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.
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    UC Silos
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    UC Silos

    60% say their UC teams (Cisco, Avaya, Microsoft) collaborate very well with each other and 27% say they do not.
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    Use of Managed Service Providers
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    Use of Managed Service Providers

    11% of respondents use a managed services provider. Another 11% use a PBX vendor.
 

Unified Communications (UC) systems are on the rise, but IT executives report persistent problems—including outages, cost overruns, and insufficient personnel training, a new study revealed. UCs are designed to help a company operate all messaging activity—phone, fax, email, VoIP, IM—through a single network. NetEnrich, an IT infrastructure management and operation services company, conducted the online survey of 200 U.S. IT executives at midmarket and enterprise companies with revenues between $250 million and $8 billion annually. Undertaken in October and November 2015, the survey asked for insights on the state of UC deployments, including key challenges companies face as they implement these systems. "There's little debate among enterprise IT leaders as to the business value created through successful UC deployments," said Chris Joseph, vice president of Product Management and Marketing at NetEnrich. "The question is whether companies and users can count on UC systems performing as expected, and whether companies have the resources in-house to manage these implementations. As we see from the data, the answer is 'not necessarily’."

 
 
 
 
 
Karen A. Frenkel writes about technology and innovation and lives in New York City.

 
 
 
 
 
 

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