NetIQ surveyed 419 enterprises from various markets around the globe, exploring the adoption of Unified Communications (UC). Travis Greene, chief service management strategist and NetIQ, told CRN, that employee productivity rather than cost savings is the driver behind UC adoption.
"Half the respondents had no UC management tools in place due to cost, which raises concerns about delivering quality of service to users," he said."Almost half the respondents said they didn't have the skills to manage UC technology."
Haf Saba, senior solutions specialist at NetIQ said one of the main challenges and difficulties of end user adoption of a UC platform, was training the users.
"Once it's realiased that UC can maximise productivity and a system has been bought on a retailer's recommendation, integrators will need to come in, set the system and do the training," he said.
Greene said training plays a big role because it will help the end user to get the most out of the platform.
"Users who have been trained on the UC technology will be able to take advantage of the productivity features not available on traditional PABX phone systems," he said.
"Better planned priorities are needed to ensure users of the technology don't drop off."
While earlier planned UC projects were still on track, new organisations were slow at adopting the technology because the return on interest (ROI) for the platform was slower than traditionally advertised, said Greene.
"Pay back for the technology might not be seen for 12, 24 and even 60 months," he said.
Saba said instead of looking at the ROI of a full UC system, take it apart and install the technology a bit at a time.
"There's always a struggle between how much is deployed and user demand," he said.
"Maybe install a VoIP system to begin with and then look at audio and video conferencing.
"Currently budgets for UC is focused on basic UC and there aren't as many large UC deals."
Issue: 315 | May 2013
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