The CIO's Perspective on Unified Communications
Unified Communications (UC) allows people to communicate with the methods preferred by all parties, whether it be email, voice, video, social media, or other channels with the goal of enable the enterprise to improve productivity, support customers, and conduct key business processes more quickly. This document will show the key business pressures driving the need for Unified Communications, the issues that CIOs must strategically and politically traverse, and recommendations to aid in the deployment and support of Unified Communications.
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The UC Market has often confused increased functionality with business alignment and productivity. To avoid this confusion, Aberdeen analyzed 299 organizations and identified the top 20% of companies that had improved customer satisfaction and workforce efficiency metrics due to communications deployments as “Best-in-Class.” These companies were used to benchmark UC implementations that improve productivity and customer satisfaction from those that simply represent technology bloat and employee confusion.
To better understand key strategic concerns, Aberdeen’s UC community was asked for the key pressures that drove the need to improve communications. Three key concerns that stood out can be seen in figure 1 below:
How Demand Metric Can Help
If you need to gain a better understanding of your current capabilities when it comes to customer communications, check out the following templates:
Customer Satisfaction Form Survey
Brand Perception Survey Template
Marketing Communications Plan Template
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