Aberdeen Group's new unified communications (UC) report called 'Unified Communications: Improve Customer Satisfaction and Workforce Productivity' discusses the strategies employed by 299 organizations to get value from unified communications.
The top 20 percent of organizations surveyed improved workforce productivity by 49 percent. They also improved customer satisfaction by 53 percent. However, the research firm found that the bottom 30 percent of organizations surveyed saw almost no improvement in productivity and customer satisfaction. The bottom 30 percent supposedly made similar UC investments to those made by the successful ones.
Just goes to show that technology isn't a cure all. It takes a company culture and training to use the technology to its maximum potential.
For more:
- read the release [1]
Related articles:
VoIP to see 79% penetration in 3 years
[2]Mobile Video chat set to jump with 4G
[3]100 million mobile VoIP users by 2012 [4]
Links:
[1] http://www.fiercevoip.com/press-releases/unified-communications-improve-workforce-productivity-and-customer-service
[2] http://www.fiercevoip.com/story/report-voip-see-79-penetration-3-years/2010-02-04
[3] http://www.fiercevoip.com/story/report-mobile-video-chat-set-jump-4g/2010-06-07
[4] http://www.fiercevoip.com/story/report-100-million-mobile-voip-users-2012/2010-05-31