Recent market studies show that organizations are not fully realizing their investment in deploying Unified Communication (UC), even though the technology is proven to improve communication and collaboration. Moreover, they are becoming more easily available as a cloud-based service (UCaaS). One reason companies aren’t getting value out of their investments is the fact that UC implementations still suffer from low end-user adoption and usage. The less usage of UC capabilities by end users, the less real ROI will be produced through increasing business process productivity and reducing the communication friction of email and phone calls. Conversely, the more usage of UC as a real-time collaboration tool, the greater the value that end-users receive, and the greater return on investment for the organization.
UC is primarily deployed to improve internal communications and collaboration, enabling workers to view presence status, have real-time interactions, and collaborate with their co-workers through chat, voice, video and conferencing. However, most end-users do not find the UC value proposition useful enough just for communicating with people within their office or their own departments. Studies show that the likelihood of adoption is much higher when end users can stay in touch and have real-time access to external colleagues, such as partners, customers, suppliers, and others with whom they interact on a regular basis. Think about it – if you could view presence status, have “click to call” capabilities, and seamlessly pull people outside of your organization, as well as people inside your organization, into conferencing sessions, the value of your UC investment dramatically increases.