The Main Reason Why 80% of Unified Communications Fail in Mid-Sized Businesses

"8 out of every 10 Unified Communications projects don't reach their potential, or they fail. Only 1 out of 10 is truly transformational" (as quoted in Information Week, 2015)

Common myths about why they fail are that the business is not ready for new technology and/or that the implemented Unified Communications does not align with organisational strategy. However, in most cases, this is not true.

The main reason businesses are experiencing issues in running Unified Communications is because their employees have not been sufficiently trained. This means employees are not only inexperienced with the applications that unified communications provide, but also do not know what tools and resources their company have.

How UC Success is measured:

According to a national survey, senior IT leaders indicated that the success of unified communications was measured by employee usage. In 2015, the respondents rated UC success at 43%, a major decline from 2014 of 61%. The biggest reason, according to IT Executives, is the lack of use due to a lack of understanding and adequate training. Simply giving workers new tools does not mean increasing efficiencies. Without adequate training, user acceptance will continue to be low and motivation and productivity will decrease.

The Disconnect between IT and the End-User

Many IT Executives are struggling with getting employees to use new Unified Communication tools – including video, telephony, conferencing, and cloud & collaboration applications. Ironically, many respondents argue that it is the IT Manager’s role to educate staff. There is an obvious disconnect between IT deployment and employee acceptance

Because training can take many forms, it is important to ensure that the right users get the appropriate amount of support and have easy access to training guides and resources. Some users may only need to receive and make calls, whereas other users will need to manage, create and lead conference calls. The key to success is understanding each user’s real requirements and usage patterns. According to Information Week (2015), “if employees and end-users don’t completely buy in and know how to use it, then it will fail.”

The BTAS Approach

With over 21 years’ experience, BTAS has a solid knowledgebase of implementing business IT solutions that are tailored for the end-user. Our key focus is on exceptional end-user experience because we understand the importance of employee acceptance. BTAS provides ongoing support before, during and after deployment to ensure users understand and utilise the new technologies.