A new report from technology giant Dell has revealed that lack of visibility into UC usage is costing organisations money, affecting productivity, and exposing the business to risk. The survey of more than 200 IT technology professionals responsible for UC platforms in the US also showed that businesses struggle to provide remote workers with the same UC experience as those using the UC platform from an office.
According to the results, 83 per cent of organisations expect the number of remote workers to increase over the next 21 months, making UC an essential component of the IT mix for most companies. However, 95 per cent of respondents admitted to facing challenges in delivering quality UC service to remote workers.
Equally concerning, more than three quarters (79 per cent) of depend on users to alert them to UC quality of service issues, meaning that IT is unaware of most issues.Almost all (98 per cent) see the value in gaining insight into UC remote worker usage, 75 per cent of noted that they currently lack the analytic or diagnostic capabilities to drive better remote worker experiences. When UC fails and employees turn to unsupported communications tools, notes the report, 77 per cent of respondents had data security concerns and 55 per cent worried about meeting compliance obligations.
Additionally, 55 per cent of respondents reported that they spend time responding to UC quality issues every week. Other key findings include that
71 per cent of organiszations have increased UC investments to better support remote workers. However, many still experience adoption challenges, with training difficulties, quality of service issues and unexpected costs cited as the main barriers to adoption.
Finally, 69 per cent of organisations cannot track usage rates which makes it hard to evaluate UC investment decisions, while 55 per cent spend time troubleshooting quality of experience issues weekly, and 20 per cent troubleshoot daily or hourly.
“Organizations today are increasing their investments in unified communications platforms to support a growing remote workforce, yet they lack comprehensive UC analytic capabilities to get clear insights into how their remote workers are using the UC platforms, if at all. As investment in these capabilities grows, organizations need better visibility into their UC platforms, both to provide a quality experience that encourages adoption, and better manage costs and determine ROI. Dell is committed to delivering solutions that maximize the investment in UC by enabling IT organizations to more effectively bring the productivity benefits of UC to their workforce, including the remote worker, and to realize the cost benefits of consolidating their investments in multiple UC platforms,” commented Curtis Johnstone, senior UC product architect and distinguished Eengineer at Dell Systems.