Training is Key to Successful Unified Communications Adoption and ROI

As cited by Forrester Reseach if business leaders develop the perception that a technology doesn’t deliver value, then the initial excitement and support for that technology dwindles. This hampers the efforts of I&O professionals to drive adoption. Poor or nonexistent change management programs can get a technology off to a bad start from which it’s hard to recover with fickle end users who can readily ignore UC in their daily work. To ensure UC deployment doesn’t fall prey to poor adoption,

I&O teams need to address two primary concerns:

  • Frustration because the value proposition of UC has
    stayed flat.
    Many enterprises have succeeded in developing a good business case, tracking results, and declaring success. But in reality, we see that over the past three years only 23% to 28% of decision-makers claim that the case for UC has come up short against expectations (see Figure 2). For a maturing technology, the trend of this response should have been downward, but instead it remains frustratingly flat.
  • Lack of user training contributes to poor uptake.
    UC for many enterprises is a technology where there are high expectations that the users will just “get it.” Many consumer technologies are available today that do voice, video, and instant messaging, which drive I&Oprofessional expectation’s that users are willing and able to use the enterprise equivalents. But we’ve seen evidence to the contrary (see Figure 3). I&O professionals view training a key obstacle to enterprises getting the value from their investment.

To Read the full article from Forrester Research click here.

To learn more about End User Training for Cisco, Avaya, Plantronics or Microsoft Products click here.

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