From the Phone Line to the Bottom Line:
2010 Unified Communications Tracking Poll
Unified communications – the convergence of enterprise voice, video and data services and software applications to achieve greater collaboration among individuals or groups and improve business processes – can reduce operating costs, increase productivity and facilitate decision making. Based on the findings of CDW's 2010 Unified Communications Tracking Poll, Unified Communications (UC) technology is delivering on its promise: 71 percent of organizations that have fully implemented UC and track return on investment (ROI) say that ROI has met or exceeded their expectations.
Click to Tweet: CDW Releases 2nd Annual Unified Communications Tracking Poll: UC Delivers on Payback Expectations, IT Executives Say: http://bit.ly/8XbQIy
In 2009, CDW established the Unified Communications Tracking Poll to monitor attitudes, approaches and progress toward the adoption of UC technology. The second annual CDW Unified Communications Tracking Poll surveyed 915 IT professionals in U.S. organizations regarding their plans for the technology. The 2010 survey investigates a variety of issues, including UC adoption rates, primary implementation drivers and remaining implementation barriers.
To view an in-depth analysis of the CDW 2010 Unified Communications Tracking Poll, please complete the information form at the link below.
UC Adoption Holds Steady Despite the Recession
- Over the past year, the percentage of organizations that have prepared a business case or strategic plan for the adoption of UC has increased significantly. Year-over-year execution levels remain steady
Prepared a business case or strategic plan:
UC Pays Off
- Organizations deploying UC are achieving their goals. The majority (71%) of organizations that have implemented UC and track ROI say that ROI has met or exceeded expectations
ROI Results*
*Reported by organizations that have fully implemented UC and have tracked the ROI, N = 38
2010: Greater Adoption of Component Technologies
- More organizations are implementing UC component technologies
Fully or partially deployed UC technologies:
Industries at a Glance
| |
Primary UC Driver |
Top UC Concern |
Top UC Benefit |
| Medium-Large Business |
Improving business outcomes |
Capital costs |
Increased productivity |
| Operating costs |
Reduced operating costs |
| Federal Government |
Decreasing costs |
Network security |
Increased productivity |
| Training requirements |
More reliable communications |
| State and Local Government |
Decreasing costs |
Operating costs |
Reduced operating costs |
| Training requirements |
Increased productivity |
| Healthcare |
Improving business outcomes |
Capital costs |
Reduced operating costs |
| Service quality |
Increased productivity |
| Higher Education |
Decreasing costs |
Capital costs |
Reduced operating costs |
| Network security* |
Distance learning |
| K-12 |
Decreasing costs |
Capital costs |
Reduced operating costs |
| Operating costs |
Increased productivity |
*Tied with operating costs and reliability of the technologies
Implementers' Advice
- Set the Bar: "Communicate the expectations and strategy clearly"
- Measure Twice, Cut Once: "If you cannot quantify and measure total cost of ownership and benefits to the company easily, it makes implementing a solution difficult. Additional tools or methodologies need to be defined to guide people through these areas"
- Practice Makes Perfect: "UC ROI hinges on end-user adoption. Create initial and ongoing training plans that will ease end-user concerns and encourage the shift to UC technology"
- Change the Game: "Be prepared to break old paradigms of doing business. Understand how an internal change can affect the business and, thus, the customer"
- Think Big: "Keep the big picture in mind and don't let little hiccups along the way knock you off the rails"
CDW-G conducted an online survey of 915 IT decision makers in December 2009. The sample includes responses from medium and large businesses; Federal, state and local government agencies; healthcare organizations; higher education institutions and – new this year – K-12 public school districts.* The sample size results in a margin of error of +3.16% at a 95% confidence level. The margin of error for industry sub-groups is +7.97% at a 95% confidence level
| Medium-Large Business(>100 employees) |
Federal Government |
State/Local Government |
| N = 154 |
N = 150 |
N = 150 |
|
|
|
| 48% |
State |
| 21% |
County |
| 31% |
Municipal |
|
| Healthcare |
Higher Education |
K-12 Public School Districts |
| N = 150 |
N = 161 |
N = 150 |
| 67% |
Hospital/Med Center |
| 20% |
Doctor's Office |
| 13% |
Long-term Care |
|
|
| 34% |
<2500 Students |
| 35% |
2500-9999 Students |
| 31% |
≥ 10,000 Students |
|
Respondent Demographics:
| IT Decision Makers |
Titles |
Organization Size |
| 100% of respondents contribute to decisions on the adoption of voice and telephony, conferencing or messaging technologies |
| 17% |
CIO/CTO |
| 32% |
IT Director/Manager |
| 7% |
Telecom Director/Manager |
| 35% |
IT Supervisor, Specialist or Engineer |
| 9% |
Telecom Supervisor, Specialist or Engineer |
|
| 8% |
<100 Employees |
| 24% |
100-499 Employees |
| 46% |
500-10,000 Employees |
| 22% |
>10 Employees |
|
Kelly Caraher
CDW-G Public Relations
847-968-0729
kellyc@cdw.com
