Finding Opportunities in the Challenges of UC Adoption

The promise of unified communications (UC) to create a holistic platform for the end user has been in place for some time now. Ever since VoIP became a viable option to replace traditional analog phone systems, the technology for connecting various forms of IP communications has improved and grown in adoption. Data from CompTIA’s 2^nd Annual Unified Communications Market Trends study sheds some light on the current state of the UC market and the ways in which providers can best position products and services.


End-user adoption of communications tools beyond voice and email is low. When assessing the allocation of communications across the various methods a company has in place, tools like instant messaging, video conferencing and social platforms are not used very much, even if those pieces have been deployed to part or all of a workforce. The issues may be with the endpoint technology or with the familiarity and comfort of the end-user with these tools, but in many cases a solution provider can assist with making the technology more usable.


The first question a solutions provider can assist with is whether the UC system the client is considering will be on-premise or in the cloud. Even if it is on-premise, a managed services arrangement might be ideal. Approximately seven out of ten companies say they will consider a cloud system or managed services model, but there may be questions on how these get implemented. Providers can lead clients through a needs assessment to determine which style might work best. This needs assessment will also determine many other technical parts of a solution, such as the standards that will be used or the network upgrades that may be required.


While working through the technical issues, solution providers may find that video conferencing serves as a useful tool to guide the discussion, since there is so much interest in the technology. Actually, video conferencing is a technology that might accurately represent the UC market. Seventy-one percent of companies have some form of video conferencing in place, with another 16 percent planning on adding videoconferencing over the next year. However, only 27 percent of employees are extremely comfortable with the format, and video accounts for less than 10 percent of communications in companies where it is installed. By assessing the true requirements for video, then building the proper solution and delivering follow-on education, providers can ensure that any investment leads to positive results.


The UC market has potential, but is also filled with challenges. By sorting through the technical complexity of a UC system and providing examples of business value that go beyond employee productivity, solution providers can help build a solution that becomes an integral part of a business.