Enabling the ROI in Communication + Collaboration Technology
I read an interesting report the other day that concluded UC investments were at risk if employees were not adopting the technology and leveraging investments.
“Dimension Data research shows the need to survey and profile employees in vital to ROI success. IT decision-makers in large organisations are predicted to spend US$53 million on services to support unified communications and collaboration (UCC) over the next two years, as uptake in UCC as a strategic business opportunity increases. However, this spend could be at risk without user adoption. That's according to new research released today by global ICT solutions and services provider Dimension Data.”
The key to investing in technology is to make sure it adds value and ease for your employees and users to access. For communication and collaboration to occur it needs to be enabled easily wherever people interact or work. Identify key applications and business processes and enhance these with integrated collaboration technology. Consider simple use cases that would drive tremendous value in the way people work.
For example, the investment in video technology—an excellent way to communicate and provide the ability to meet in real-time—without the travel headache. However, if the complexity of deployment means new devices or worse—scheduled boardrooms, how does that impact the everyday business process? What if an additional option other than “reply” was added to an email string? Video call. Imagine the escalated consumption of video and the amount of real-time interaction and collaboration you could implement within your organization. The impact of video availability integrated within the daily process would be much more than the monthly video call meeting for the executive few.
The key to an ROI in impacting the masses and this can be achieved by having technology that will enhance daily actions. For this to happen, collaboration technology needs to be where people spend their time. Most obviously this would be directly in email, CRM or SFA applications. Collaboration technology would have to support the platforms users are leveraging to consume these applications—mobile devices, browsers, terminals, etc. Typically major UCC technology is built around maximum impact on traditional Windows desktops, this will no longer suffice with the dynamic changes that enterprises are experiencing today.
"According to the Dimension Data 2013 Global UCC Study over 78% of the IT decision-makers polled said they have a current strategic plan and budget to implement "select components" of UCC. Additionally, 43% have a budget for 'most components' of UCC, while 42% of decision-makers indicated they have a budget to proceed with investment in "all or most aspects" of UCC."
For the above statement to hold true and have an even greater effect on today’s business, the need to invest in the way we do business and have collaboration impact the masses versus a select few is paramount. Get more information on mobile and web enabled UC or download this Osterman Research Report for an in-depth look at the best approach to UC&C.