Enterprises struggle to deliver quality UC to remote workers
Even as enterprises are finally adopting unified communications in a more broad fashion, one of the greatest challenges is connecting remote workers, a Dell survey has found.
Dell commissioned Dimensional Research to survey more than 200 IT professionals responsible for UC in the U.S. and found that almost all – 95 percent – experienced challenges delivering UC services to remote workers. At the same time, though, 83 percent of those surveyed indicated they expect the number of remote workers to grow over the next year.
To make matters worse, 79 percent of respondents aren't generally aware of UC quality of service issues until they're notified by workers. It's a significant hurdle to overcome as enterprises try to gain the productivity and communications benefits of UC deployments. With quality and delivery issues, it's safe to assume many remote workers are not experiencing the benefits.
Part of the problem, according to Dell, is the lack of visibility into UC usage.
"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 for Dell Systems and Information Management and Microsoft Skype for Business MVP, in a statement. "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."
The survey found that 75 percent of respondents don't have the analytics or diagnostic capabilities necessary to improve remote worker UC experiences. Unsurprisingly, when UC offerings fail, employees turn to unsupported products and services, which in turn create data security concerns (cited by 77 percent of respondents) and compliance regulations worries (55 percent).
Although 71 percent of respondents indicated increased investments to support remote workers, there are still significant barriers to adoption, including training difficulties, quality of service issues and unexpected costs.