More than two-thirds of enterprise users want mobile UC features, according to BroadSoft survey

Top 3 desired UC services are mobile integration, IM, web collaboration

More than two-thirds of enterprise users surveyed by BroadSoft (Nasdaq: BSFT) identified mobile integration of unified communications as the most beneficial UC feature.

Click image to enlarge. Image source: Broadsoft

For the survey, UC provider BroadSoft polled over 700 business people working in multiple industries and based in the United States, Spain and Sweden.

Main communications frustrations expressed by the respondents were waiting for information (78 percent), locating and contacting someone (69 percent) and dealing with ineffective email complications (58 percent). Other frustrations included internal meetings, travel disruptions and IT/telecom problems.

The top three most desired UC services were mobile integration, instant messaging and presence and web collaboration.

"[B]ecause of the higher average revenue-per-user generated by UC services, we believe mobile operators are positioned to more rapidly monetize their investments in LTE networks, and to deliver the superior quality of service (QoS) enterprise users require in order to efficiently communicate, from anywhere on their desired device," said Leslie Ferry, vice president of marketing at BroadSoft.

According to an accompanying BroadSoft white paper, employees in the professional services and technology industries use laptops and smartphones more often than they use desktop computers and desk phones to communicate.

However, employees in the local services industries still use their desktop computers, desk phones and feature phones more often than laptops and smartphones. BroadSoft said this was likely due to budget restrictions in that sector.

In the retail industry, desktop computers are the most used communications device, followed by desk phones and laptops. In the health industry, desktop computers and desk phones tied for the most used communications device. And the financial industry still relies on desk phones for communications, the only industry to do so.

BroadSoft's survey agrees with other studies noting the growing enterprise adoption of mobile UC services. According to a Webtorials survey sponsored by Sonus Networks (Nasdaq: SONS) last year, around one-third of 200 enterprises characterized their mobile unified communications deployment as extensive or widespread.

The survey found that the lack of mobile UC capabilities could result in a "productivity gap" between mobile and onsite workers of around 2.5 hours per week per employee. A mobile UC product could enable the average enterprise to recover $5,500 annually in lost productivity per employee.

The trend toward mobile UC will continue to accelerate as more and more employees bring their mobile devices to work and more UC vendors offer services that extend to mobile devices. The key for vendors is to stay ahead of the mobile curve.

For more:
- check out the BroadSoft release and white paper

Special report: Year in Review 2012: Enterprises on the move

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