Unified Communications: Click to talk

Aug 24 2009   3:03AM GMT

Unified Communications ROI Doesn’t Happen By Magic

Tony Bradley Tony Bradley Profile: Tony Bradley

I read an article recently that talked about the promise of cost savings with unified communications and that the ROI (return on investment) doesn’t always pan out the way it does in the marketing brochure.

I think the argument put forth in the article doesn’t support the headline. The article basically talks about why some customers aren’t able to determine ROI because they don’t know what their expenses were to begin with and have no baseline for comparison. That is an entirely different issue than whether or not the investment in unified communications is delivering the ROI it promised.

Assume for a moment that the claim is valid, I think I know where the problem lies. *Deploying* unified communications doesn’t lead to cost savings or deliver the expected ROI. It is the proper configuration, and more importantly, *use* of unified communications that leads to the ROI.

If an organization invests in unified communications, and deploys the technologies throughout the company, but the users don’t understand how to use the tools effectively and everyone just continues business as usual following the same old processes, unified communications will not provide any value. Part of the initial investment in unified communications should include some type of end-user training to educate the users {subliminal message} contact Tony Bradley to inqire about end-user training in unfied communications {/end subliminal message} on how to shift the way they communicate to take advantage of all that unified communications has to offer.

The UC ROI does’t just magically happen because you deploy UC. You have to actually USE the UC tools effectively to realize the ROI.

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