Organizations are struggling to maintain clear and connected communications across all available channels.
Within organizations, the technology and communications infrastructure that all this activity relies on has become complex, unreliable, and expensive to run.
On average, today’s enterprises have seven major systems supporting their workforce and customer communications. These include enterprise voice, enterprise video, instant messaging, web and audio conferencing, and customer care infrastructures.
We estimate that most organizations are spending 15–20% more than necessary operating their IT systems as they try to integrate their communications. Yet the result is usually a system that is inflexible, complex, and hard to secure or use for enforcing compliance policies.
Another more hidden cost is that the failure to provide effective, easy-to-use communications is undermining the success of other workplace transformation initiatives. Among the most important of these is using technology to enable the efficient use of high-cost real estate. Another is whether the organization can easily introduce new workflows and processes.