It’s logical to assume that, with remote workers and unified communications (UC) gaining prominence in the enterprise, many of the problems of the former could be mitigated by the latter. However, the results of a recent survey from Dell suggests that businesses are struggling to provide remote workers with a UC experience that parallels the value in-office workers gain from the same platform. In particular, lack of visibility into UC usage is costing organizations money, affecting productivity and exposing businesses to risk.
This comes at a time when more UC offerings are focusing on collaboration and group chat features, while many businesses are hampered in their UC efforts by legacy investments. It’s a tricky situation and Dell’s survey reflects this.
The Dell-commissioned survey, conducted by Dimensional Research, questioned more than 200 IT technology professionals responsible for UC platforms across the United States. Of those respondents, 83 percent expect the number of remote workers in their organizations to increase in the coming year. At the same time, UC capabilities have become increasingly critical in the IT mix for most companies.
The fact that 95 percent of respondents said they face challenges in delivery quality UC service to remote workers is a real problem in today’s business environment. This is especially true considering that when UC fails many employees turn to unsupported communications tools, which 77 percent of respondents have data security concerns about this while 55 percent worry about maintaining compliance regulations.
“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,” said Curtis Johnstone, senior UC Product Architect and Distinguished Engineer, Dell Systems and Information Management, and Microsoft Skype for Business MVP. “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.”