Unified Communications Improve Workforce Productivity and Customer Service
Top Companies Use Enhanced Collaboration to Achieve Key Business Goals
BOSTON, MA, Jun 10, 2010 (MARKETWIRE via COMTEX) -- Aberdeen Group, a Harte-Hanks Company /quotes/comstock/13*!hhs/quotes/nls/hhs (HHS 12.25, +0.20, +1.66%) has launched a new report that describes enterprise communications deployments that have improved internal productivity and external reputation. Unified Communications: Improve Customer Satisfaction and Workforce Productivity describes the strategies used by 299 organizations to convert unified communications into quantifiable business value.
Unified Communications is a converged environment that allows people to communicate with the methods preferred by all parties, whether it be email, unified messaging, voice, video, social media, or other channels. The top 20% of organizations improved workforce productivity by 49% and customer satisfaction by 53%. In contrast, the bottom 30% of organizations saw practically no gains in workforce productivity and customer satisfaction despite making similar investments to companies that enhance business capabilities through unified communications. By comparing these groups, this research shows the combinations of technologies, people, and processes that validated investments in unified communications.
"Unified communications has been poorly defined by the market as a set of technologies rather than as a solution that aligns communications to tactical business interactions and employee preferences," said Hyoun Park, research analyst, Aberdeen. "By focusing on solutions that actually increased internal productivity and improved the external face of the company, this research focuses on implementations that provide real results to businesses."
This report provides a general overview of unified communications, behavioral descriptions of effective and underachieving solutions, and suggestions to guide businesses based on the current maturity class of their enterprise communications deployment.
A complimentary copy of this report is made available by Aberdeen Group. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=6506&camp=2.
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SOURCE: Aberdeen Group