Unified communications still fragmented

ROI, implementation issues keep adoption rates low

By Bob Violino, Computerworld |  Unified Communications

  • When implementing a unified communications system, hire consultants or integrators with expertise in the new system as well as legacy telecom systems in place. Knowledge about both will help the installation and transition go more smoothly and avoid integration and compatibility problems.
  • Tap into resources such as other organizations that have deployed UC and overcome challenges your organization might face, such as cultural change or integration with legacy communications systems. Ask vendors for customer references.
  • Make sure the vendor, systems integrator or consultant has the resources to set up and test the system in a lab setting before rolling it out within the organization. All functionality should be tested to make sure everything works as planned given the company's network infrastructure, phone sets, mobile devices, and so on.
  • Provide detailed training to users on UC features and capabilities, particularly to those who have never used the technology before. Without training and an explanation of the benefits of features, people are less likely to take advantage of them.
  • If the company has a mix of vendor UC systems (for example, as a result of merger and acquisition activity), ensure that applications can be developed and deployed on multivendor infrastructures.
  • For very large organizations (e.g., 10,000 users in multinational locations), consider a phased rollout of UC. Implementing the new services in small increments to a limited number of users enables the company to understand how each application works and what support structure it requires before a full-scale rollout.

But despite the promise, uptake of the technology has been somewhat sluggish, according to industry observers.

"We have not seen significant growth in the number of companies doing something with UC," says Robin Gareiss, executive vice president and senior founding partner of Nemertes Research Group, a research and advisory firm in Mokena, Ill. Based on surveys the firm has conducted, only 4.4% of companies have fully deployed UC.

Two key issues are slowing adoption, Gareiss says. One is that companies are having a hard time establishing a hard-dollar business case for UC, and the other is that vendors are not making integration of various UC components easy.

Determining how much UC will cost can be tricky because of the various components involved. "Much of this depends on how you're defining UC," Gareiss says. "Which apps are included? Are they fully integrated to both tethered and wireless devices? The biggest unplanned expenses are integration costs, training/marketing internally to users and management tools."


Originally published on Computerworld |  Click here to read the original story.
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