Avaya Inc., profile picture
Uploaded byAvaya Inc.
PPTX, PDF6,251 views

The Workplace Shift: How Can UC Improve the Way We Work?

The document discusses the impact of unified communications (UC) on workplace effectiveness, highlighting key findings from research conducted with UK business executives. It reveals a strong demand for improved communication tools to enhance collaboration, productivity, and employee satisfaction, with many organizations planning to implement UC solutions in the near future. The research also underscores a generational gap in technology preferences and the challenges faced by mobile employees in maintaining productivity.

Business◩
Related topics:
Enhancing Customer Experience‱

Embed presentation

Downloaded 59 times
For internal use only How can UC improve the way we work? The Workplace Shift
‱ Top 5 & Summary 3 ‱ Methodology 6 ‱ Headline findings 7 ‱ Appendix 20 ‱ Collaboration, co-creation and innovation 21 ‱ Employee engagement 24 ‱ Customer experience 29 ‱ IT Decision Makers response 31 ‱ Internal for BT & Avaya 34 ‱ Site, region and sector analysis 38 The Workplace Shift
3
4 The Workplace Shift: How can UC improve the way we work?
5 The Workplace Shift: How can UC improve the way we work?
6 Stage 1 – Desk research, product focus and questionnaire design Stage 2 – Quantitative research with 517 UK business executives Number of sites the organisation has in UK ‱ 2-10 sites – 64% ‱ 10 or more sites – 36% Number of people organisations has Worldwide inc UK ‱ 100-500 people – 36% ‱ 500-800 people – 24% ‱ 800 plus – 40% (We had to include organisations employing over 800 worldwide to sample executives working in the target sectors of the Armed Forces, NHS, banking, retail, local government and hospitality/restaurant/travel organisations working at smaller sites in the UK) Sectors ‱ Government including Local Government, NHS, Defence and Armed Services – 37% ‱ Consumer services including Travel & hospitality, Retail and Restaurants – 18% ‱ Financial services including banking and insurance – 22% ‱ IT & Technology and other – 23% Location in UK ‱ North – 28% ‱ Midlands – 23% ‱ South – 31% ‱ London – 17% Role of respondent ‱ Main Decision Maker – 19% ‱ Joint IT Decision Maker – 23% ‱ Business Executive – 58% Gender of respondent ‱ Male - 55% ‱ Female - 45% Age of respondent ‱ 18-34 – 18% ‱ 35-49 – 43% ‱ 50+ - 39% Stage 3 – Analysis, outputs and presentations Methodology – Online survey with 517 business executives and IT decision makers in UK mid-market businesses and sites
Headline findings
8 Driving post-recession growth with UC Better comms with customers, employees, partners and suppliers fuels business success Collaboration technologies in demand by IT decision makers 78% Better communications would make a big difference to business success Only12% have a Unified Communications system at work 70% Of IT decision makers are considering implementing UC 42% Will move to more remote and flexible working 62% Of under 35s frustrated with the technology available at work Over 40% have larger IT budgets In the next 12-18 months how do you think your organisation will change? The business will expand 60% The organisation will be restructured 26% We will move or consolidate offices 17% The number of employees will significantly increase 15% Huge growth anticipated IT Decision makers want UC technology 92%Desktop sharing 87%Unified messaging 82%Access corporate network by personal devices 86%Record calls when out of the office Video at desktop 84%
9 Using UC to improve formal and informal comms leads to faster solutions to complex problems Improving collaboration, productivity and engagement 64% I would like to be able to choose other forms of communications to suit my personality “Let me communicate how I want
” 64% Want instant feedback on ideas and queries at work 66% I am increasingly trying to do several things at once e.g. email or text whilst on the phone “Help me achieve my life aims
” 61% I don’t mind working in my own time as long as I do my own thing during work hours too I regularly check in on work communications out of normal working hours 59% 46% Using my own device lets me keep on top of what’s going on at home and at work at the same time “Enable me to make faster decisions...” 53% I often waste time (trying to get hold of people) which delays decision making 70% 58%My working day would be significantly more productive if there were better ways of sharing information “Make it easier for me to work wherever I am
” 1 in 2 I regularly spend a night away form home for work reasons 1 in 3 Spend more than an hour commuting each way 48% I often need to have phone calls / conference calls when I’m out and about Base: Business executives and IT Decision Makers Informal chats are the best way to know what’s going on in the organisation
10 Engaging 3 (and soon 4) generations of workers to be productive requires the communication options of UC Enabling generations to communicate by preference I am frustrated with the technology available at work I don’t mind working out of work hours if I can do my own thing during work hours 43% of Gen X have not heard of UC, 38%of Gen Y Gen Y are the least careful with company data Use 4G at work: Gen Y – 26% Gen X – 9% Baby boomers – 5% 62% 38% 42% Gen Y Gen X Baby boomers 56% 64% 59% Gen Y Gen X Baby boomers My day would be significantly more productive if there was better info sharing 52% 68% 54% Gen Y Gen X Baby boomers Note: (Gen Y, 18-34), (Gen X, 35-50) and (Baby boomers 50+) Use IM at work: Gen Y – 31% Gen X – 28% Baby boomers – 19%
11 Global ‘road warriors’ Solutions Around 1 in 2 business executives are constantly travelling away from the office (and home), would benefit from UC Regularly spend a night away from home, travelling for work These are the challenges they face
. 46% 2 in 3 want video conferencing on smartphone or tablet for work 80% want unified messaging 84% want mobile access securely to the corporate network 4 in 5 want to automatically route calls over the corporate network to reduce mobile costs 4 in 5 want the ability to record calls when I'm out of the office 77% UC would make our employees more productive 70% want visual voicemail 58% Travel overseas for work 2-4 times a year or more 70% regularly check in on work communications outside working hours 3 in 4 often need to have work phone calls/join in conference calls whilst I am out and about 70% often work from home during working hours 70% I don't mind working in my own time if I can do my own thing in work time too Challenges
IT Decision Makers underestimate home working Percentage of business execs saying they work from home (during working hours) Employees want to maximise productivity by working at home and need support from UC 27% Once a week or more 24% Once a month or more IT Decision Makers estimates of the percentage of staff who work at home once a month or more
 24% 51% Turn home phone into an office extension 20% Hold/transfer a call from your home phone to work phone 19% Can access fast broadband at home 84% Can access voicemail at work when at home 44% Business execs say

13 Balancing employee freedom with control The UC strategy can create better experiences for all stakeholders, balancing employees’ needs and the organisation’s governance Execs want easy collaboration & communication 78% better comms would make a big difference to success 44% of orgs allow 1 in 4 employees or more to BYOD or use software like Facebook/Twitter for work purposes 62% Gen Y are frustrated by comms technology at work 1 in 2 say if we all worked 20% fewer hours we’d achieve just as much 21% use their own iPad for work Brands want control of data & working practices 4% I lost my phone/laptop/tablet which had work documents/data on 56% I worry about how careful fellow employees are with our organisations confidential data Use for personal reasons at work 32% Facebook 22% LinkedIn 16% YouTube 16% Twitter 53% of IT decision makers say that employees wanting to use their own devices causes real problems 1:4 I should be more careful with data protection
14 Orgs expanding globally driven by UC Which do you use regularly for work reasons? LinkedIn/LinkedIn Groups Facebook A blog 40% 35% Twitter 25% YouTube 27% Video conferencing at home 25% 13% UC would save time 1 in 10 organisations will expand internationally and are motivated by UC 63%I am increasingly frustrated with the technology available to me at work UC would make it easier to open new or move offices My working day would be more productive if there were better ways of sharing information 52% 2 in 3 2:3 I'm out and about a lot, and don't have access to all the work systems that I want I regularly check in on work communications out of normal working hours 52%I travel overseas for work 2- 4 times a year or more 85% 54%New features are a major benefit of UC 74% UC would make it easier for me to work on the move 82% Will have bigger IT budgets next year 72% 2:3 Organisations expanding internationally
 Base: Organisations planning to expand internationally in the next 12-18 months UC would save time UC would make it easier to open new or move offices
15 Orgs moving or consolidating offices are UC pro 1 in 5 organisations will move or consolidate their office in the next 12-18 months and are likely to consider UC 47% Will have a strategy to encourage remote / teleworking UC would improve our productivity 67%3 in 4 Cost benefits are a major benefit of UC 2:3 Organisations planning to move or consolidate offices
 Of main IT decision makers in organisations which are moving or consolidating offices are considering implementing UC80% Base: Organisations planning to move or consolidate offices in the next 12-18 months
16 Video goes mainstream As video is used more widely in everyday life, executives value it in the workplace through UC 19% Use webcam at work 15% Using YouTube at work for work purposes 1 in 2 It’s difficult to secure face to face meetings with clients 62% video conferencing ensures people don’t do other work during a call 38% it’s difficult to collaborate with colleagues at other sites 84% Switching a phone call to a video call 80% Video on smartphone Demand for video at work
 Video at desktop To see a product being used 46% To get instructions 43% To get more information 38% To view adverts 33% To see other consumers reviews 24% To resolve a problem 28% YouTube instead of Google to search new products 17% In consumer life, which would you use video content for? 76% Telepresence 65%
17 Despite growth, cost reduction still prioritised When reducing total operating costs is a key objective unified comms plays a significant role a UC system would reduce our communication management costs67% Business travel Equipment maintenance costs Mobile costs Mobile roaming Office space 43% 36% 32% 28% 24% Business priorities for reducing expenditure Cost reduction programme New technology Better features Organisational change New working practices 61% 39% 33% 24% 20% Base: IT Decision Makers Which of the following would be likely to prompt you to change your telephone system?
UC collaboration services in high demand How useful would the following capabilities be? 82%Accessing network from personal devices Phone to video calls Video at your smart phone or tablet Click to call Video calls to multiple parties Telepresence Virtual ‘white boarding’ 80% Voice to text Softphone 81% 81% 80% 76% 76% 71% 65% Cloud based file storage 82% 92% Visual voicemail 83% Desktop sharing Voicemail Unified messaging Faster mobile connection Record calls when I’m out of the office Mobile access Faster broadband at home Access to corporate intranet from mobile devices 87% 86% 87% 86% 86% 84% 84% 83% Video at your desktop 84% Ability to automatically route calls over network IT decision makers see the value in collaboration tools Note: Respondents - IT decision makers
19 Cloud on the horizon Cloud offers potential but concerns over security are significant... Cloud systems would result in fewer employees in the IT Department 40% Computer crashed in the last year Would like cloud based file storage so you can access from any device (IT Decision Makers) 82% 40% Of IT Decision Makers are unsure about the security of cloud based systems for their organisation 4% 45% I lost my phone/ laptop/tablet which had work documents/data on 13%Cloud based control would prompt a change of phone system IT Decision Makers say cloud will one day be the prevalent means of delivering voice and collaboration services57% I worry about how careful fellow employees are with our organisations confidential data 56%
Appendix
Co-creation, collaboration & innovation
22 Work comms diversity sky rocketing From a phone and PC to communications and collaboration tool multiplicity, integrated with UC Device Application Network 82% don’t think all devices (Desktop, laptop, tablet, phone, etc) I use for work are well integrated I am increasingly trying to do several things at once e.g. email or text whilst on the phone 66% Note: Using once a month or more for work Smartphone tethered 7% 16%Mobile dongle Wi-FI 37% 9%4G have Wi-Fi available on commute 19% 46% have good mobile data on commute Wired desktop phone 72% Voicemail desktop 69% Voicemail mobile 42% Home phone 27% Wireless desktop phone 15% Softphone 8% Desktop - PC or Mac 77% Laptop 70% iPad 38% Tablet 19% 10% 24%Android Blackberry 31% iPhone 30% Other smartphone PhoneSmartphoneDesktopTablet Slideshare.net, Prezzi.net or Wordle.net 4% 13% 7% 2% 21% 30% 15% 15% LinkedIn/ LinkedIn groups Facebook Twitter Youtube An online community/ bulletin board A blog Other social networking site Social media IM Presence Web chat 25% 16% 6% 13% 19% Webcam Video conf home IM Video 20% Outlook e-mail Google e-mail, docs or drive 69% E-mail
23 The open-plan office model is changing into the ‘work on the go’ model – CEO’s like to maximise productivity 1in 4 I spend at least 10 hours a week travelling to meetings Desk-free, work-on-the-go via UC I like working in teams 62% I spend far too much time tied to my desk 54% I get a lot of work done out of office space such as in cafes Have access to a tablet or smartphone 22% 2 in 3 Supporting ‘work-on-the-go’: - 15°Facebook meeting rooms - MMOC eg Khan Academy - Wi-Fi ubiquity - Natural voice language / No touch interfaces eg Microsoft Kinect Different working styles – collaborators, introverts, midnight crammers, etc Use hot desking 26%
Employee engagement
UC enables executives to work collaboratively in the way that suits personality and working styles Productivity driven by personality Working styles Introvert - Reflector / Theorist - Prefer to concentrate My colleagues would NOT describe me as an extrovert 35% Don’t like working in teams 15% Audit/Video Conferences E-mail Call recordings Messaging Passive – interaction record My colleagues WOULD describe me as an extrovert 37% Extrovert - Activist / Pragmatist - Prefer to collaborate I like working in teams 62% IM Phone F2F Social media Text Active – immediate feedback
26 I like to get instant feedback on my ideas & suggestions from colleagues Extroverts are on the move, prefer video, while introverts like a good record of their messages: UC caters for all workers Extroverts work differently from introverts 77% I am out and about a lot, away from office Use regularly for work purposes
 Extrovert Introvert LinkedIn 42% 22% YouTube 17% 15% Twitter 17% 13% Would like
 Extrovert Introvert Phone to video calls 88% 70% Unified messaging 69% 74% Voice to text messaging 65% 66% Video on smartphone 52% 39% Travel more than 10 hours a week for meetings or appointments 57% Get a lot of work done in places like Café’s I regularly check in on work comms out of hours NOT asked IT to re-configure desktop PC in last year When stay at home for personal reasons use Annual Leave IntrovertExtrovert 47% 26% 31% 14% 31% 14% 68% 53% 37% 56% 25% 35%
27 Applying Big Data to employee productivity UC provides data and tools to drive productivity across a business which is effectively collaborating - Storing all calls, IM, conference call, video interactions - Time and date stamped 66% UC will provide better employee productivity according to IT Decision Makers Storing Analysis - Correlation behaviours & productivity - Individual performance - Linked to performance management Employee productivity - Data to inform performance management - League tables of effectiveness Compliance - Recording of interactions - Easy tracking of interactions - Meet Governance, regulatory or legal issues
28 Working at home Have you ever worked at home for the following reasons? When you have to be home for personal reasons do you...? Executives often need to work at home at short notice and UC technology enables them to work productivity Everyday life gets in the way of work 48% 39% 26% 9% Couldn’t travel because of weather Ill but well enough to work at home 30%Waiting for work or repair men Waiting for a delivery 13% Travel company was on strike Teachers on strike 29%Medical appointment 37% Work from home just like you are in the office 29% Take time out of my annual leave My boss allows me to take a few hours out, and get back whenever I can 23% 10% Do offline activities from home
Customer experience
Which, if any, of the following activities do any employees in your organisation do (IT decision makers)? Customer experience improvement Make and/or receive customer service calls Make and/or receive sales calls None of these 74% 49% Make collection calls 21% Have need to record calls 40% Have need to retrieve recorded calls 37% 12% IT Decision Maker’s say UC would improve our customers’ experience 55% UC enables customers to get the answer they need, fast and easy Try to find a head office number to bypass the call centre Calls are more complex 70% Often I know more about the problem than the agent 86%Happy to be transferred to someone trained to answer complicated questions 71% 86%94% 49% 2:3 If I don’t get the answer, I call another agent Happy to be transferred to someone trained to answer complicated questions Want to E-mail same agent as spoken to 93% Organisations should call me back when they say they will 2 in 3Say they are often asked to repeat my account details on the same call which is irritating
IT Decision Makers response
32 IT Decision Makers see value in a full range of collaboration technologies, after UC technologies and uses are fully explained Collaboration services in demand 78% better comms would make a big difference to success However 43% say they haven’t heard of UC Faster broadband at home Voice to text 84% 81% Desktop sharing 92% 74% Faster mobile connection 86% 70% Unified messaging 87% 70% Record calls 86% 65% Mobile access 86% 70% 71% 66% How useful would the following capabilities be to you? IT decision maker Non IT decision maker Note: Respondents – IT Decision Makers & Business executives
33 UC benefits clear It would make it easier communicate decisions 63% It would save time 63% It would make it easier for me to work on the move 59% It would make it easier for me to work from home 56% More collaboration 54% Increased productivity 48% It would help me work better in teams 42% We could provide better service to our clients and customers 42% We have a Unified Communications system in place 14% Business Executives - How would UC benefit your firm? Both Business Executives and IT Executives see a range of benefits for stakeholders IT Decision Makers - What do you agree the benefits of UC are to your organisation
. 67% Reduce ongoing communications management cost 71%Enable remote and mobile working 66%Increased employee productivity 64%Easier to manage 61%IT department would look good internally 59%Provide better service to clients and customers 59%Easier to move or open offices 51%Enable us to grow our business To keep up with competitors using UC 45%
34 Working at home Directors in our organisation see the value in investing in IT 57% Compared to your IT budget today, do you expect your budget over the next 12 months to IT Decision Makers face big challenges but are supported by Directors in implementing UC IT Decision Makers’ challenges cloud computing solutions are not secure enough for our organisation 40% of employees often don't understand how difficult it is to make our IT work 68% Increase by more than 20% 9% Increase by up to 20% 31% Remain the same 40% Decrease by up to 20% 12% Decrease by more than 20% 1% Don't know 8% of business executives use an outsourced IT department/helpdesk 24% Have the following work related incidents happened to you in the last year? PC crashed during an important piece of work Asked IT to reconfigure PC/phone Not able to work due to IT maintenance 64% 51% 42%
35 Businessnifcation of IT Business executives are having more involvement in IT creating another target market for BT and Avaya... 64%44% Employees don’t understand how hard it is to make IT work effectively Business Executives
. 
IT Decision Makers 40% Computer crashed in the last year On average less likely to want to deploy UC than IT Decision Makers 15% 56%More and more IT decisions are being made by business managers 70%1 in 3 Still business executives not allowed to use their own devices for work 69% Of IT Decision Makers are considering implementing UC 56% Employees using their own devices causes real problems
36 Of IT Decision Makers say that they are concerned that new technologies will not lead to significant benefits 45%
Site, region & sector analysis
A two speed nation? The differences between London and the rest of the UK Travel I use public transport to get to/from work 72% 34% London UK I travel overseas for work 2-4 times a year 43% 29% Business travel is the top priority for reducing spending 30% 43% Current technology Future technology I regularly use Skype in working hours for work purposes 38% 21% London UK I would benefit from using collaboration tools more often in work 62% 44% London UK Video at my desktop would be useful in my work 49% 59% Phone to video calls would be useful in my work* 90% 80% Video on my smartphone or tablet would be useful in my work* 90% 76% *IT decision maker Virtual white boarding would be useful in my work 92% 80%
39 2-5 6-10 11-20 21-32 32 or more I am increasingly frustrated with the technology available to me at work 34 42 51 55 54 I travel overseas for work 2-4 times a year or more, on average 35 30 35 22 14 I regularly spend a night away from home for work reasons (at least 4 times a year) 46 51 63 37 33 Use video conferencing at least once a month 21 22 29 28 25 Cloud computing solutions are not secure enough for our organisation (IT Decision Maker) 34 31 44 42 63 More IT decisions are being made by Business managers (IT Decision Maker) 52 52 60 50 75 Number of Sites Differences by number of sites in the organisation Organisations with more site have executives who are more frustrated by technology but growing IT budgets %
40 Sector summary ‱ Most sectors expect growth – retail (78%), travel & hospitality (77%), financial services (75%) in particular – in the next 12-18 months. However 1 in 4 local government bodies will shrink with 35% expecting to lose staff and half being restructured ‱ Financial services (13%) are least likely to be re-structured in the next 12-18 months ‱ The IT sector is most aware of the benefits of Unified Communications, with 35% of employees having adopted home working practices ‱ NHS (68%) and travel & hospitality (69%) are most inclined to keep in contact with work outside of normal hours, Local Government (50%) least likely. However local government and retail staff are most likely to turn up for work despite weather or travel difficulties ‱ Central government least likely to use UC (4%), but local government (56%) most likely to want to move towards remote and teleworking practices ‱ Travel & hospitality (69%) say we will enable our employees to access applications from their mobile devices so that they can be productive regardless of their location ‱ Retail (54%) and travel & hospitality (53%) will have increases in IT budget, while only 20% of local government bodies will see an increase ‱ The NHS (77%) is the sector where ‘I worry about how careful fellow employees are with our organisations confidential data’
41 Thinking about the next 12-18 months, which, if any, of the following do you think will apply to the organisation you work for? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Turnover will expand/ the business will grow 60 32 15 52 75 67 77 78 Turnover will shrink/ the business will shrink 10 11 27 10 8 10 5 2 The number of employees will significantly increase 15 8 2 3 18 24 15 26 The number of employees will significantly fall 14 20 35 13 11 10 10 6 We will move or consolidate offices 17 21 27 10 17 15 15 11 The organisation will be part of a merger/ acquisition 9 5 10 3 10 17 17 6 The organisation will open more offices internationally 9 3 2 0 8 17 17 15 The organisation is being restructured 26 37 48 35 13 20 20 24 The organisation will significantly change the products/ services offered 9 9 19 6 8 11 11 7 Don’t know 12 21 15 13 8 14 14 9 % Private sector expecting growth In the public sector, restructuring likely to be on-going, together with further staff cuts
42 Which of the following would be likely to prompt you to change/ upgrade your telephone system? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Cost reduction programme 61 64 63 48 53 61 62 74 Availability of new technology 39 39 31 39 40 40 33 33 Availability of better features 33 24 25 32 36 40 31 35 Organisational change (office move, merger, new international offices etc.) 24 29 23 35 20 26 15 17 Better business continuity capabilities (in the event of snow, flu, etc.) 13 10 10 16 15 18 10 11 Cloud control, being able to manage remotely 13 14 8 6 13 18 13 6 Need to adopt new working practices (e.g. Homeworking) 20 20 33 16 23 17 23 13 % Cost reduction #1 driver for UC But reducing cost less important to NHS, better features most valued by the IT sector
43 To what extent do you agree with each? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail I often waste time trying to get hold of people which delays decision making 53 59 54 58 59 55 59 44 I am increasingly frustrated with the technology available to me at work 42 49 37 42 37 43 43 43 If we all worked 20% fewer hours we'd produce just as much 50 50 53 51 46 54 52 48 I regularly check in on work communications out of normal working hours 59 55 50 68 59 64 69 61 I worry about how careful fellow employees are with our organisations confidential data 56 55 59 77 54 50 53 61 Cloud computing solutions are likely to reduce the headcount we have in our IT division 45 47 20 31 54 56 52 42 % Working behaviours by sectors Travel and hospitality and NHS most likely to keep in contact with work outside normal hours
44 I was unexpectedly unable to get into work due to bad weather/ travel issues (in the past 12 months) Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Twice or more 17 14 12 11 21 26 11 21 Once 26 29 24 28 24 21 39 18 Never 56 53 61 56 56 53 50 61 Don’t know 1 3 3 6 0 0 0 0 I regularly spend a night away from home for work reasons (at least 4 times a year) Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Yes 46 38 8 39 45 63 54 48 % % IT sector most likely to travel for work Local government and retail staff travel less for work, but have high levels of work attendance when weather/travel issues occur
45 What proportion of your staff work in the following ways? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Interact directly with customers / clients? 49 54 55 65 40 44 59 53 Work flexibly? 39 49 49 35 36 37 39 38 Work from home (at least once a month)? 24 14 23 23 29 35 15 22 Works on the road 'road warrior'? 21 11 13 22 26 29 20 20 Use their own devices for work? 23 19 17 20 31 33 24 20 Use audio conferencing at least once a month? 29 19 21 29 40 40 16 22 Use video conferencing at least once a month? 23 16 17 20 30 30 13 20 Use free to use software such as MSN for IM and Presence? 27 19 14 18 34 40 16 27 Current employee behaviours Home working highest in IT sector, lowest in Government
46 If a ‘Unified Communications’ system were in place in your workplace, what would the benefits be to you and your colleagues? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Increased productivity 48 42 42 45 48 49 67 61 Do you have a ‘Unified Communications’ system in your organisation? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Yes 12 4 8 10 12 25 5 2 No - but we are actively considering implementing one next year 9 5 6 10 10 16 5 7 No - but we would consider it in the next 1-3 years 33 37 29 42 24 35 38 37 No - and we would not consider it 11 13 6 19 12 1 21 15 Don’t know 35 40 50 19 42 23 31 39 % % UC on the horizon for most sectors IT sector most likely to have a UC system in place, followed by financial services Note: Questions asked of business executives and IT decision makers
47 In what ways do you expect your organisations workforce will change in the next two years? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail We will encourage more workers to employ remote / teleworking 42 43 56 35 46 50 26 30 We will encourage employees to increasingly come into the office 23 16 19 10 23 28 15 39 We will enable our employees to access applications from their mobile devices so that they can be productive regardless of their location 48 46 42 52 44 52 69 39 We will employ more freelancers and contractors 12 20 6 6 9 9 15 11 % Flexible working to be adopted by most sectors Nearly 1 in 2 organisations will encourage remote and teleworking going forward
48 What are the top priorities for your organisation in terms of reducing spend? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail PSTN 13 12 0 23 18 16 10 16 Mobile costs 32 30 47 23 27 37 33 27 Mobile roaming costs 28 15 27 39 30 31 29 20 Business travel 43 45 40 39 39 42 24 54 Local call costs 8 6 14 0 9 2 19 12 International calls and data 8 3 14 0 3 2 20 19 Employees reclaiming communications expenses 9 6 7 15 3 7 14 12 Office/desk space 24 36 27 31 40 23 15 20 Equipment maintenance costs 36 50 26 31 36 40 39 24 Reducing costs is a top priority for all sectors % Cutting business travel, equipment maintenance and mobile expenditure is most important
49 Compared to today, do you expect your IT budget over the next 12 months to
? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Increase by more than 20% 9 12 0 8 6 16 10 8 Increase by up to 20% 31 21 20 31 30 26 43 46 Remain the same 40 32 53 31 55 40 24 38 Decrease by up to 20% 12 32 13 8 3 12 10 0 Decrease by more than 20% 1 0 13 0 0 0 0 0 Don’t know 8 3 0 23 6 7 14 8 % Travel & hospitality has largest budget increases Retail and travel and hospitality most likely to see increases in budgets
The Workplace Shift: How Can UC Improve the Way We Work?

More Related Content

PDF
Small Business Survey Report
byChris Crum
 
PDF
Dell future workforce_global_report-_summary_final
byBankir_Ru
 
PPTX
Idc research on anz enterprise social nzspc
byAlexander Oddoz-Mazet
 
PDF
Enterprise Social Use and Perceptions by Microsoft
byAref Jdey
 
PPTX
SolarWinds IT Trends Report 2015: Business at the Speed of IT (North America)
bySolarWinds
 
PPTX
Social media impacts - Technology in Government Conference, Connected Gov stream
byCraig Thomler
 
PPS
Business Productivity Statistics Presentation
byGordon Rimmer
 
PDF
Surprising Data Around How We Work [Infographic]
byCitrix
 
Small Business Survey Report
byChris Crum
 
Dell future workforce_global_report-_summary_final
byBankir_Ru
 
Idc research on anz enterprise social nzspc
byAlexander Oddoz-Mazet
 
Enterprise Social Use and Perceptions by Microsoft
byAref Jdey
 
SolarWinds IT Trends Report 2015: Business at the Speed of IT (North America)
bySolarWinds
 
Social media impacts - Technology in Government Conference, Connected Gov stream
byCraig Thomler
 
Business Productivity Statistics Presentation
byGordon Rimmer
 
Surprising Data Around How We Work [Infographic]
byCitrix
 

What's hot

PDF
How to Build a Business Case for an eTMF
byMontrium
 
PDF
Teleworking At Bt
byKennyBHS
 
PDF
2019 State of Remote Work Report by Owl Labs
byOwl Labs
 
PPTX
Digital organizations study
byCompTIA
 
PDF
WorkingSm@rt Workshop Evaluation Summary 2015
byAnna Sigurdsson
 
PDF
Pesquisa_accenture
byCarlos Melo
 
PPTX
SolarWinds Application Performance End User Survey (Singapore)
bySolarWinds
 
PPTX
IT Trends Report 2015: Business at the Speed of IT, Public Sector Results
bySolarWinds
 
PDF
Live Video is Changing Work
byBlueJeans Network
 
PDF
Live Video's Central Role In The Changing Workforce
byBlueJeans Network
 
PPTX
Engaging youth in ICT for enhanced agricultural knowledge
byRatih Nawangwulan
 
PPTX
HR, self measurement and wearable technology
byRob Scott
 
PPTX
Horizon Scan 2016 - Canada
byAndrew Scott
 
PPTX
2014 Jim Chelius Final Round Presentation Team Audentius
byAnthony Prudente
 
PPTX
SolarWinds Application Performance End User Survey (Australia)
bySolarWinds
 
PDF
Enabling Innovation: A 2017 Softchoice Research Study
bySoftchoice Corporation
 
PPTX
Email Management Survey: North America
bySolarWinds
 
PDF
CEPIS Pan-European Survey Findings A. Byron Nicolaides
byHellenic Professionals Informatics Society
 
PPTX
New IT Survey: Australia
bySolarWinds
 
PPTX
North America IT Pros Survey: Network Complexity
bySolarWinds
 
How to Build a Business Case for an eTMF
byMontrium
 
Teleworking At Bt
byKennyBHS
 
2019 State of Remote Work Report by Owl Labs
byOwl Labs
 
Digital organizations study
byCompTIA
 
WorkingSm@rt Workshop Evaluation Summary 2015
byAnna Sigurdsson
 
Pesquisa_accenture
byCarlos Melo
 
SolarWinds Application Performance End User Survey (Singapore)
bySolarWinds
 
IT Trends Report 2015: Business at the Speed of IT, Public Sector Results
bySolarWinds
 
Live Video is Changing Work
byBlueJeans Network
 
Live Video's Central Role In The Changing Workforce
byBlueJeans Network
 
Engaging youth in ICT for enhanced agricultural knowledge
byRatih Nawangwulan
 
HR, self measurement and wearable technology
byRob Scott
 
Horizon Scan 2016 - Canada
byAndrew Scott
 
2014 Jim Chelius Final Round Presentation Team Audentius
byAnthony Prudente
 
SolarWinds Application Performance End User Survey (Australia)
bySolarWinds
 
Enabling Innovation: A 2017 Softchoice Research Study
bySoftchoice Corporation
 
Email Management Survey: North America
bySolarWinds
 
CEPIS Pan-European Survey Findings A. Byron Nicolaides
byHellenic Professionals Informatics Society
 
New IT Survey: Australia
bySolarWinds
 
North America IT Pros Survey: Network Complexity
bySolarWinds
 

Viewers also liked

PDF
VoIP Security for Dummies
byAvaya Inc.
 
PPTX
SIP Trunking overview
byJohn Downing
 
PPT
SIP Trunking
byorionnow
 
PPTX
SIP vs PRI
byCarrierBid Communications
 
PPTX
voip gateway
byNayomi Ranamuka
 
PDF
What is SIP Trunking?
byJames Steele
 
PDF
Debunking the SIP trunking myths
byGamma
 
VoIP Security for Dummies
byAvaya Inc.
 
SIP Trunking overview
byJohn Downing
 
SIP Trunking
byorionnow
 
SIP vs PRI
byCarrierBid Communications
 
voip gateway
byNayomi Ranamuka
 
What is SIP Trunking?
byJames Steele
 
Debunking the SIP trunking myths
byGamma
 

Similar to The Workplace Shift: How Can UC Improve the Way We Work?

PDF
BroadSoft UC-One: Communications transformation - key to competitive advantage
byBroadSoft
 
PPTX
Modernize Communications and Collaboration Infrastructure
byInfo-Tech Research Group
 
PPSX
Unified Communication Presentation
bysarwarj
 
PDF
Working Hard or Hardly Networked?
bySoftchoice Corporation
 
PPT
Orange Business Services Unified Communications
byduncanhawkins
 
PPT
The Impact Of The Disconnected Workforce, Unified Communications,2008
byunislumin
 
PPTX
Softchoice: Why UC Projects Fail (and what to do about it)
bySoftchoice Corporation
 
PDF
collaboration_with_mobile_uc_article
byAyham Kochaji
 
PPT
Unify and Simplify Better Collaboration for
byVideoguy
 
PPT
Unify and Simplify Better Collaboration for
byVideoguy
 
PPT
Unify and Simplify Better Collaboration for
byVideoguy
 
PPT
Unify and Simplify Better Collaboration for
byVideoguy
 
PDF
UC_whitepaper_AKibia
byMark Bushey
 
PDF
Embedded-Communications-wp_Esna
byJacqueline Frankish
 
PDF
UnifiedCommunication
byEmma Alsop
 
PDF
UC Bandwidth Article
byMark Bushey
 
PDF
UnifiedCommunicationsItIsaSmallWorldAfterAll
byRod Sagarsee
 
PDF
Unified-Communications-IPSolutions
byYaz Mistry
 
PPTX
BT Webinar: Unified Comms. What's in it for me?
bySei Mani
 
PDF
Uc Journey Setting The Itinerary Wp
byAbdel-Fattah M. Hmoud
 
BroadSoft UC-One: Communications transformation - key to competitive advantage
byBroadSoft
 
Modernize Communications and Collaboration Infrastructure
byInfo-Tech Research Group
 
Unified Communication Presentation
bysarwarj
 
Working Hard or Hardly Networked?
bySoftchoice Corporation
 
Orange Business Services Unified Communications
byduncanhawkins
 
The Impact Of The Disconnected Workforce, Unified Communications,2008
byunislumin
 
Softchoice: Why UC Projects Fail (and what to do about it)
bySoftchoice Corporation
 
collaboration_with_mobile_uc_article
byAyham Kochaji
 
Unify and Simplify Better Collaboration for
byVideoguy
 
Unify and Simplify Better Collaboration for
byVideoguy
 
Unify and Simplify Better Collaboration for
byVideoguy
 
Unify and Simplify Better Collaboration for
byVideoguy
 
UC_whitepaper_AKibia
byMark Bushey
 
Embedded-Communications-wp_Esna
byJacqueline Frankish
 
UnifiedCommunication
byEmma Alsop
 
UC Bandwidth Article
byMark Bushey
 
UnifiedCommunicationsItIsaSmallWorldAfterAll
byRod Sagarsee
 
Unified-Communications-IPSolutions
byYaz Mistry
 
BT Webinar: Unified Comms. What's in it for me?
bySei Mani
 
Uc Journey Setting The Itinerary Wp
byAbdel-Fattah M. Hmoud
 

More from Avaya Inc.

PDF
What are the Innovative Mobility Solutions Driving Customer Interactions in FSI?
byAvaya Inc.
 
PDF
Avaya Video Everywhere
byAvaya Inc.
 
PDF
University of San Carlos Case Study
byAvaya Inc.
 
PDF
Dynamic markets global CEM report
byAvaya Inc.
 
PDF
What are the Innovative Mobility Solutions Driving Customer Interactions in A...
byAvaya Inc.
 
PDF
The Simplicity of Networking
byAvaya Inc.
 
PDF
분 가읎드 – APAC 지역에서의 ꞈ윔 서ëč„슀의 믾래
byAvaya Inc.
 
PDF
Engaging the Internet of Things
byAvaya Inc.
 
PDF
Engage with your customers in the way they want
byAvaya Inc.
 
PDF
Prairie View Networking Academy (PVNA) Embraces Powerful Avaya Networking Pla...
byAvaya Inc.
 
PDF
3ćˆ†ă§ă‚ă‹ă‚‹ăƒ•ă‚Ąă‚€ăƒŠăƒłă‚·ăƒŁăƒ«ăƒ»ă‚”ăƒŒăƒ“ă‚čたæœȘ杄
byAvaya Inc.
 
PDF
Avoiding Outages: Network Issues
byAvaya Inc.
 
PDF
Franciscan Alliance Blazes New Trails in Healthcare Delivery
byAvaya Inc.
 
PDF
Avaya Stadium
byAvaya Inc.
 
PDF
Avaya Stadium
byAvaya Inc.
 
PDF
Avaya Stadium Goes Social!
byAvaya Inc.
 
PDF
Avaya Stadium Opener Infographic
byAvaya Inc.
 
PDF
Month of Giving 2015
byAvaya Inc.
 
PDF
Customer Loyalty & NPS Infographic
byAvaya Inc.
 
PDF
4 Crucial Elements of a Safe School Environment
byAvaya Inc.
 
What are the Innovative Mobility Solutions Driving Customer Interactions in FSI?
byAvaya Inc.
 
Avaya Video Everywhere
byAvaya Inc.
 
University of San Carlos Case Study
byAvaya Inc.
 
Dynamic markets global CEM report
byAvaya Inc.
 
What are the Innovative Mobility Solutions Driving Customer Interactions in A...
byAvaya Inc.
 
The Simplicity of Networking
byAvaya Inc.
 
분 가읎드 – APAC 지역에서의 ꞈ윔 서ëč„슀의 믾래
byAvaya Inc.
 
Engaging the Internet of Things
byAvaya Inc.
 
Engage with your customers in the way they want
byAvaya Inc.
 
Prairie View Networking Academy (PVNA) Embraces Powerful Avaya Networking Pla...
byAvaya Inc.
 
3ćˆ†ă§ă‚ă‹ă‚‹ăƒ•ă‚Ąă‚€ăƒŠăƒłă‚·ăƒŁăƒ«ăƒ»ă‚”ăƒŒăƒ“ă‚čたæœȘ杄
byAvaya Inc.
 
Avoiding Outages: Network Issues
byAvaya Inc.
 
Franciscan Alliance Blazes New Trails in Healthcare Delivery
byAvaya Inc.
 
Avaya Stadium
byAvaya Inc.
 
Avaya Stadium
byAvaya Inc.
 
Avaya Stadium Goes Social!
byAvaya Inc.
 
Avaya Stadium Opener Infographic
byAvaya Inc.
 
Month of Giving 2015
byAvaya Inc.
 
Customer Loyalty & NPS Infographic
byAvaya Inc.
 
4 Crucial Elements of a Safe School Environment
byAvaya Inc.
 

Recently uploaded

PDF
Buy Verified PayPal Accounts Search Intent Analysis for 2025–26.pdf
byUsaservicepoint
 
PDF
Olga Grom: Presale та ĐșĐŸĐŒĐ”Ń€Ń†Ń–ĐčĐœŃ– ĐŒĐŸĐŽĐ”Đ»Ń– (UA)
byLviv Startup Club
 
PDF
Aagami Corporate Presentation December 2025
byAagami, Inc.
 
PDF
How to Buy Snapchat Accounts in 2026 first year .pdf
bywc0fr9qf43i5qo5kn3
 
PDF
How to Safely Buy Twitter Accounts A Complete Guide in ....pdf
byh55oga0kd25m12iaza2
 
PDF
Pengelolaan SDM Terintegrasi Berbasis Manajemen Risiko 2025
bySeta Wicaksana
 
PDF
Top 5 Places to Buy Aged LinkedIn Accounts and Should ....pdf
byd4633pnxrkfjibzcniru
 
PDF
Best 11 Places to Purchase Mature Twitter Accounts for Marketing.pdf
byjaksontinder24
 
PDF
How to Buy Aged Facebook Accounts in 2026.pdf
byh55oga0kd25m12iaza2
 
PDF
How to Buy a USA Facebook Accounts Safely.pdf
byyl62ghphl9tyxn3q8lv5
 
PDF
Top 10 Websites to Buy Facebook Accounts Tone.pdf
byidc1w3adizw383go
 
PDF
How to Buy USA Facebook Accounts in 2026 (1).pdf
bywc0fr9qf43i5qo5kn3
 
PDF
Kelli Molczyk - A Seasoned Brand Strategist
byKelli Molczyk
 
PDF
Co-operative and Mutual Economy 2025.pdf
byHenry Tapper
 
DOCX
Guide to Safely Buy a Verified Binance Account Today.docx
byh55oga0kd25m12iaza2
 
PDF
Back to the future - the return of DB surpluses (slides) - 9 December 2025.pdf
byHenry Tapper
 
PDF
5 Best Marketplaces to Buy and Sell Facebook Accounts ... in 25-26.pdf
bymarketing
 
PDF
Chris Elwell Woburn - A Seasoned IT Executive
byChris Elwell Woburn
 
PDF
ASD SCO Introduction December 2025 (1).pdf
byHenry Tapper
 
PDF
Dr. Alexander Everest - A Sustainability Strategist
byDr. Alexander Everest
 
Buy Verified PayPal Accounts Search Intent Analysis for 2025–26.pdf
byUsaservicepoint
 
Olga Grom: Presale та ĐșĐŸĐŒĐ”Ń€Ń†Ń–ĐčĐœŃ– ĐŒĐŸĐŽĐ”Đ»Ń– (UA)
byLviv Startup Club
 
Aagami Corporate Presentation December 2025
byAagami, Inc.
 
How to Buy Snapchat Accounts in 2026 first year .pdf
bywc0fr9qf43i5qo5kn3
 
How to Safely Buy Twitter Accounts A Complete Guide in ....pdf
byh55oga0kd25m12iaza2
 
Pengelolaan SDM Terintegrasi Berbasis Manajemen Risiko 2025
bySeta Wicaksana
 
Top 5 Places to Buy Aged LinkedIn Accounts and Should ....pdf
byd4633pnxrkfjibzcniru
 
Best 11 Places to Purchase Mature Twitter Accounts for Marketing.pdf
byjaksontinder24
 
How to Buy Aged Facebook Accounts in 2026.pdf
byh55oga0kd25m12iaza2
 
How to Buy a USA Facebook Accounts Safely.pdf
byyl62ghphl9tyxn3q8lv5
 
Top 10 Websites to Buy Facebook Accounts Tone.pdf
byidc1w3adizw383go
 
How to Buy USA Facebook Accounts in 2026 (1).pdf
bywc0fr9qf43i5qo5kn3
 
Kelli Molczyk - A Seasoned Brand Strategist
byKelli Molczyk
 
Co-operative and Mutual Economy 2025.pdf
byHenry Tapper
 
Guide to Safely Buy a Verified Binance Account Today.docx
byh55oga0kd25m12iaza2
 
Back to the future - the return of DB surpluses (slides) - 9 December 2025.pdf
byHenry Tapper
 
5 Best Marketplaces to Buy and Sell Facebook Accounts ... in 25-26.pdf
bymarketing
 
Chris Elwell Woburn - A Seasoned IT Executive
byChris Elwell Woburn
 
ASD SCO Introduction December 2025 (1).pdf
byHenry Tapper
 
Dr. Alexander Everest - A Sustainability Strategist
byDr. Alexander Everest
 

The Workplace Shift: How Can UC Improve the Way We Work?

  • 1.
    For internal useonly How can UC improve the way we work? The Workplace Shift
  • 2.
    ‱ Top 5& Summary 3 ‱ Methodology 6 ‱ Headline findings 7 ‱ Appendix 20 ‱ Collaboration, co-creation and innovation 21 ‱ Employee engagement 24 ‱ Customer experience 29 ‱ IT Decision Makers response 31 ‱ Internal for BT & Avaya 34 ‱ Site, region and sector analysis 38 The Workplace Shift
  • 3.
  • 4.
    4 The Workplace Shift:How can UC improve the way we work?
  • 5.
    5 The Workplace Shift:How can UC improve the way we work?
  • 6.
    6 Stage 1 –Desk research, product focus and questionnaire design Stage 2 – Quantitative research with 517 UK business executives Number of sites the organisation has in UK ‱ 2-10 sites – 64% ‱ 10 or more sites – 36% Number of people organisations has Worldwide inc UK ‱ 100-500 people – 36% ‱ 500-800 people – 24% ‱ 800 plus – 40% (We had to include organisations employing over 800 worldwide to sample executives working in the target sectors of the Armed Forces, NHS, banking, retail, local government and hospitality/restaurant/travel organisations working at smaller sites in the UK) Sectors ‱ Government including Local Government, NHS, Defence and Armed Services – 37% ‱ Consumer services including Travel & hospitality, Retail and Restaurants – 18% ‱ Financial services including banking and insurance – 22% ‱ IT & Technology and other – 23% Location in UK ‱ North – 28% ‱ Midlands – 23% ‱ South – 31% ‱ London – 17% Role of respondent ‱ Main Decision Maker – 19% ‱ Joint IT Decision Maker – 23% ‱ Business Executive – 58% Gender of respondent ‱ Male - 55% ‱ Female - 45% Age of respondent ‱ 18-34 – 18% ‱ 35-49 – 43% ‱ 50+ - 39% Stage 3 – Analysis, outputs and presentations Methodology – Online survey with 517 business executives and IT decision makers in UK mid-market businesses and sites
  • 7.
  • 8.
    8 Driving post-recession growthwith UC Better comms with customers, employees, partners and suppliers fuels business success Collaboration technologies in demand by IT decision makers 78% Better communications would make a big difference to business success Only12% have a Unified Communications system at work 70% Of IT decision makers are considering implementing UC 42% Will move to more remote and flexible working 62% Of under 35s frustrated with the technology available at work Over 40% have larger IT budgets In the next 12-18 months how do you think your organisation will change? The business will expand 60% The organisation will be restructured 26% We will move or consolidate offices 17% The number of employees will significantly increase 15% Huge growth anticipated IT Decision makers want UC technology 92%Desktop sharing 87%Unified messaging 82%Access corporate network by personal devices 86%Record calls when out of the office Video at desktop 84%
  • 9.
    9 Using UC toimprove formal and informal comms leads to faster solutions to complex problems Improving collaboration, productivity and engagement 64% I would like to be able to choose other forms of communications to suit my personality “Let me communicate how I want
” 64% Want instant feedback on ideas and queries at work 66% I am increasingly trying to do several things at once e.g. email or text whilst on the phone “Help me achieve my life aims
” 61% I don’t mind working in my own time as long as I do my own thing during work hours too I regularly check in on work communications out of normal working hours 59% 46% Using my own device lets me keep on top of what’s going on at home and at work at the same time “Enable me to make faster decisions...” 53% I often waste time (trying to get hold of people) which delays decision making 70% 58%My working day would be significantly more productive if there were better ways of sharing information “Make it easier for me to work wherever I am
” 1 in 2 I regularly spend a night away form home for work reasons 1 in 3 Spend more than an hour commuting each way 48% I often need to have phone calls / conference calls when I’m out and about Base: Business executives and IT Decision Makers Informal chats are the best way to know what’s going on in the organisation
  • 10.
    10 Engaging 3 (andsoon 4) generations of workers to be productive requires the communication options of UC Enabling generations to communicate by preference I am frustrated with the technology available at work I don’t mind working out of work hours if I can do my own thing during work hours 43% of Gen X have not heard of UC, 38%of Gen Y Gen Y are the least careful with company data Use 4G at work: Gen Y – 26% Gen X – 9% Baby boomers – 5% 62% 38% 42% Gen Y Gen X Baby boomers 56% 64% 59% Gen Y Gen X Baby boomers My day would be significantly more productive if there was better info sharing 52% 68% 54% Gen Y Gen X Baby boomers Note: (Gen Y, 18-34), (Gen X, 35-50) and (Baby boomers 50+) Use IM at work: Gen Y – 31% Gen X – 28% Baby boomers – 19%
  • 11.
    11 Global ‘road warriors’ Solutions Around1 in 2 business executives are constantly travelling away from the office (and home), would benefit from UC Regularly spend a night away from home, travelling for work These are the challenges they face
. 46% 2 in 3 want video conferencing on smartphone or tablet for work 80% want unified messaging 84% want mobile access securely to the corporate network 4 in 5 want to automatically route calls over the corporate network to reduce mobile costs 4 in 5 want the ability to record calls when I'm out of the office 77% UC would make our employees more productive 70% want visual voicemail 58% Travel overseas for work 2-4 times a year or more 70% regularly check in on work communications outside working hours 3 in 4 often need to have work phone calls/join in conference calls whilst I am out and about 70% often work from home during working hours 70% I don't mind working in my own time if I can do my own thing in work time too Challenges
  • 12.
    IT Decision Makersunderestimate home working Percentage of business execs saying they work from home (during working hours) Employees want to maximise productivity by working at home and need support from UC 27% Once a week or more 24% Once a month or more IT Decision Makers estimates of the percentage of staff who work at home once a month or more
 24% 51% Turn home phone into an office extension 20% Hold/transfer a call from your home phone to work phone 19% Can access fast broadband at home 84% Can access voicemail at work when at home 44% Business execs say

  • 13.
    13 Balancing employee freedomwith control The UC strategy can create better experiences for all stakeholders, balancing employees’ needs and the organisation’s governance Execs want easy collaboration & communication 78% better comms would make a big difference to success 44% of orgs allow 1 in 4 employees or more to BYOD or use software like Facebook/Twitter for work purposes 62% Gen Y are frustrated by comms technology at work 1 in 2 say if we all worked 20% fewer hours we’d achieve just as much 21% use their own iPad for work Brands want control of data & working practices 4% I lost my phone/laptop/tablet which had work documents/data on 56% I worry about how careful fellow employees are with our organisations confidential data Use for personal reasons at work 32% Facebook 22% LinkedIn 16% YouTube 16% Twitter 53% of IT decision makers say that employees wanting to use their own devices causes real problems 1:4 I should be more careful with data protection
  • 14.
    14 Orgs expanding globallydriven by UC Which do you use regularly for work reasons? LinkedIn/LinkedIn Groups Facebook A blog 40% 35% Twitter 25% YouTube 27% Video conferencing at home 25% 13% UC would save time 1 in 10 organisations will expand internationally and are motivated by UC 63%I am increasingly frustrated with the technology available to me at work UC would make it easier to open new or move offices My working day would be more productive if there were better ways of sharing information 52% 2 in 3 2:3 I'm out and about a lot, and don't have access to all the work systems that I want I regularly check in on work communications out of normal working hours 52%I travel overseas for work 2- 4 times a year or more 85% 54%New features are a major benefit of UC 74% UC would make it easier for me to work on the move 82% Will have bigger IT budgets next year 72% 2:3 Organisations expanding internationally
 Base: Organisations planning to expand internationally in the next 12-18 months UC would save time UC would make it easier to open new or move offices
  • 15.
    15 Orgs moving orconsolidating offices are UC pro 1 in 5 organisations will move or consolidate their office in the next 12-18 months and are likely to consider UC 47% Will have a strategy to encourage remote / teleworking UC would improve our productivity 67%3 in 4 Cost benefits are a major benefit of UC 2:3 Organisations planning to move or consolidate offices
 Of main IT decision makers in organisations which are moving or consolidating offices are considering implementing UC80% Base: Organisations planning to move or consolidate offices in the next 12-18 months
  • 16.
    16 Video goes mainstream Asvideo is used more widely in everyday life, executives value it in the workplace through UC 19% Use webcam at work 15% Using YouTube at work for work purposes 1 in 2 It’s difficult to secure face to face meetings with clients 62% video conferencing ensures people don’t do other work during a call 38% it’s difficult to collaborate with colleagues at other sites 84% Switching a phone call to a video call 80% Video on smartphone Demand for video at work
 Video at desktop To see a product being used 46% To get instructions 43% To get more information 38% To view adverts 33% To see other consumers reviews 24% To resolve a problem 28% YouTube instead of Google to search new products 17% In consumer life, which would you use video content for? 76% Telepresence 65%
  • 17.
    17 Despite growth, costreduction still prioritised When reducing total operating costs is a key objective unified comms plays a significant role a UC system would reduce our communication management costs67% Business travel Equipment maintenance costs Mobile costs Mobile roaming Office space 43% 36% 32% 28% 24% Business priorities for reducing expenditure Cost reduction programme New technology Better features Organisational change New working practices 61% 39% 33% 24% 20% Base: IT Decision Makers Which of the following would be likely to prompt you to change your telephone system?
  • 18.
    UC collaboration servicesin high demand How useful would the following capabilities be? 82%Accessing network from personal devices Phone to video calls Video at your smart phone or tablet Click to call Video calls to multiple parties Telepresence Virtual ‘white boarding’ 80% Voice to text Softphone 81% 81% 80% 76% 76% 71% 65% Cloud based file storage 82% 92% Visual voicemail 83% Desktop sharing Voicemail Unified messaging Faster mobile connection Record calls when I’m out of the office Mobile access Faster broadband at home Access to corporate intranet from mobile devices 87% 86% 87% 86% 86% 84% 84% 83% Video at your desktop 84% Ability to automatically route calls over network IT decision makers see the value in collaboration tools Note: Respondents - IT decision makers
  • 19.
    19 Cloud on thehorizon Cloud offers potential but concerns over security are significant... Cloud systems would result in fewer employees in the IT Department 40% Computer crashed in the last year Would like cloud based file storage so you can access from any device (IT Decision Makers) 82% 40% Of IT Decision Makers are unsure about the security of cloud based systems for their organisation 4% 45% I lost my phone/ laptop/tablet which had work documents/data on 13%Cloud based control would prompt a change of phone system IT Decision Makers say cloud will one day be the prevalent means of delivering voice and collaboration services57% I worry about how careful fellow employees are with our organisations confidential data 56%
  • 20.
  • 21.
  • 22.
    22 Work comms diversitysky rocketing From a phone and PC to communications and collaboration tool multiplicity, integrated with UC Device Application Network 82% don’t think all devices (Desktop, laptop, tablet, phone, etc) I use for work are well integrated I am increasingly trying to do several things at once e.g. email or text whilst on the phone 66% Note: Using once a month or more for work Smartphone tethered 7% 16%Mobile dongle Wi-FI 37% 9%4G have Wi-Fi available on commute 19% 46% have good mobile data on commute Wired desktop phone 72% Voicemail desktop 69% Voicemail mobile 42% Home phone 27% Wireless desktop phone 15% Softphone 8% Desktop - PC or Mac 77% Laptop 70% iPad 38% Tablet 19% 10% 24%Android Blackberry 31% iPhone 30% Other smartphone PhoneSmartphoneDesktopTablet Slideshare.net, Prezzi.net or Wordle.net 4% 13% 7% 2% 21% 30% 15% 15% LinkedIn/ LinkedIn groups Facebook Twitter Youtube An online community/ bulletin board A blog Other social networking site Social media IM Presence Web chat 25% 16% 6% 13% 19% Webcam Video conf home IM Video 20% Outlook e-mail Google e-mail, docs or drive 69% E-mail
  • 23.
    23 The open-plan officemodel is changing into the ‘work on the go’ model – CEO’s like to maximise productivity 1in 4 I spend at least 10 hours a week travelling to meetings Desk-free, work-on-the-go via UC I like working in teams 62% I spend far too much time tied to my desk 54% I get a lot of work done out of office space such as in cafes Have access to a tablet or smartphone 22% 2 in 3 Supporting ‘work-on-the-go’: - 15°Facebook meeting rooms - MMOC eg Khan Academy - Wi-Fi ubiquity - Natural voice language / No touch interfaces eg Microsoft Kinect Different working styles – collaborators, introverts, midnight crammers, etc Use hot desking 26%
  • 24.
  • 25.
    UC enables executivesto work collaboratively in the way that suits personality and working styles Productivity driven by personality Working styles Introvert - Reflector / Theorist - Prefer to concentrate My colleagues would NOT describe me as an extrovert 35% Don’t like working in teams 15% Audit/Video Conferences E-mail Call recordings Messaging Passive – interaction record My colleagues WOULD describe me as an extrovert 37% Extrovert - Activist / Pragmatist - Prefer to collaborate I like working in teams 62% IM Phone F2F Social media Text Active – immediate feedback
  • 26.
    26 I like toget instant feedback on my ideas & suggestions from colleagues Extroverts are on the move, prefer video, while introverts like a good record of their messages: UC caters for all workers Extroverts work differently from introverts 77% I am out and about a lot, away from office Use regularly for work purposes
 Extrovert Introvert LinkedIn 42% 22% YouTube 17% 15% Twitter 17% 13% Would like
 Extrovert Introvert Phone to video calls 88% 70% Unified messaging 69% 74% Voice to text messaging 65% 66% Video on smartphone 52% 39% Travel more than 10 hours a week for meetings or appointments 57% Get a lot of work done in places like Café’s I regularly check in on work comms out of hours NOT asked IT to re-configure desktop PC in last year When stay at home for personal reasons use Annual Leave IntrovertExtrovert 47% 26% 31% 14% 31% 14% 68% 53% 37% 56% 25% 35%
  • 27.
    27 Applying Big Datato employee productivity UC provides data and tools to drive productivity across a business which is effectively collaborating - Storing all calls, IM, conference call, video interactions - Time and date stamped 66% UC will provide better employee productivity according to IT Decision Makers Storing Analysis - Correlation behaviours & productivity - Individual performance - Linked to performance management Employee productivity - Data to inform performance management - League tables of effectiveness Compliance - Recording of interactions - Easy tracking of interactions - Meet Governance, regulatory or legal issues
  • 28.
    28 Working at home Haveyou ever worked at home for the following reasons? When you have to be home for personal reasons do you...? Executives often need to work at home at short notice and UC technology enables them to work productivity Everyday life gets in the way of work 48% 39% 26% 9% Couldn’t travel because of weather Ill but well enough to work at home 30%Waiting for work or repair men Waiting for a delivery 13% Travel company was on strike Teachers on strike 29%Medical appointment 37% Work from home just like you are in the office 29% Take time out of my annual leave My boss allows me to take a few hours out, and get back whenever I can 23% 10% Do offline activities from home
  • 29.
  • 30.
    Which, if any,of the following activities do any employees in your organisation do (IT decision makers)? Customer experience improvement Make and/or receive customer service calls Make and/or receive sales calls None of these 74% 49% Make collection calls 21% Have need to record calls 40% Have need to retrieve recorded calls 37% 12% IT Decision Maker’s say UC would improve our customers’ experience 55% UC enables customers to get the answer they need, fast and easy Try to find a head office number to bypass the call centre Calls are more complex 70% Often I know more about the problem than the agent 86%Happy to be transferred to someone trained to answer complicated questions 71% 86%94% 49% 2:3 If I don’t get the answer, I call another agent Happy to be transferred to someone trained to answer complicated questions Want to E-mail same agent as spoken to 93% Organisations should call me back when they say they will 2 in 3Say they are often asked to repeat my account details on the same call which is irritating
  • 31.
  • 32.
    32 IT Decision Makerssee value in a full range of collaboration technologies, after UC technologies and uses are fully explained Collaboration services in demand 78% better comms would make a big difference to success However 43% say they haven’t heard of UC Faster broadband at home Voice to text 84% 81% Desktop sharing 92% 74% Faster mobile connection 86% 70% Unified messaging 87% 70% Record calls 86% 65% Mobile access 86% 70% 71% 66% How useful would the following capabilities be to you? IT decision maker Non IT decision maker Note: Respondents – IT Decision Makers & Business executives
  • 33.
    33 UC benefits clear Itwould make it easier communicate decisions 63% It would save time 63% It would make it easier for me to work on the move 59% It would make it easier for me to work from home 56% More collaboration 54% Increased productivity 48% It would help me work better in teams 42% We could provide better service to our clients and customers 42% We have a Unified Communications system in place 14% Business Executives - How would UC benefit your firm? Both Business Executives and IT Executives see a range of benefits for stakeholders IT Decision Makers - What do you agree the benefits of UC are to your organisation
. 67% Reduce ongoing communications management cost 71%Enable remote and mobile working 66%Increased employee productivity 64%Easier to manage 61%IT department would look good internally 59%Provide better service to clients and customers 59%Easier to move or open offices 51%Enable us to grow our business To keep up with competitors using UC 45%
  • 34.
    34 Working at home Directorsin our organisation see the value in investing in IT 57% Compared to your IT budget today, do you expect your budget over the next 12 months to IT Decision Makers face big challenges but are supported by Directors in implementing UC IT Decision Makers’ challenges cloud computing solutions are not secure enough for our organisation 40% of employees often don't understand how difficult it is to make our IT work 68% Increase by more than 20% 9% Increase by up to 20% 31% Remain the same 40% Decrease by up to 20% 12% Decrease by more than 20% 1% Don't know 8% of business executives use an outsourced IT department/helpdesk 24% Have the following work related incidents happened to you in the last year? PC crashed during an important piece of work Asked IT to reconfigure PC/phone Not able to work due to IT maintenance 64% 51% 42%
  • 35.
    35 Businessnifcation of IT Businessexecutives are having more involvement in IT creating another target market for BT and Avaya... 64%44% Employees don’t understand how hard it is to make IT work effectively Business Executives
. 
IT Decision Makers 40% Computer crashed in the last year On average less likely to want to deploy UC than IT Decision Makers 15% 56%More and more IT decisions are being made by business managers 70%1 in 3 Still business executives not allowed to use their own devices for work 69% Of IT Decision Makers are considering implementing UC 56% Employees using their own devices causes real problems
  • 36.
    36 Of IT DecisionMakers say that they are concerned that new technologies will not lead to significant benefits 45%
  • 37.
    Site, region &sector analysis
  • 38.
    A two speednation? The differences between London and the rest of the UK Travel I use public transport to get to/from work 72% 34% London UK I travel overseas for work 2-4 times a year 43% 29% Business travel is the top priority for reducing spending 30% 43% Current technology Future technology I regularly use Skype in working hours for work purposes 38% 21% London UK I would benefit from using collaboration tools more often in work 62% 44% London UK Video at my desktop would be useful in my work 49% 59% Phone to video calls would be useful in my work* 90% 80% Video on my smartphone or tablet would be useful in my work* 90% 76% *IT decision maker Virtual white boarding would be useful in my work 92% 80%
  • 39.
    39 2-5 6-10 11-2021-32 32 or more I am increasingly frustrated with the technology available to me at work 34 42 51 55 54 I travel overseas for work 2-4 times a year or more, on average 35 30 35 22 14 I regularly spend a night away from home for work reasons (at least 4 times a year) 46 51 63 37 33 Use video conferencing at least once a month 21 22 29 28 25 Cloud computing solutions are not secure enough for our organisation (IT Decision Maker) 34 31 44 42 63 More IT decisions are being made by Business managers (IT Decision Maker) 52 52 60 50 75 Number of Sites Differences by number of sites in the organisation Organisations with more site have executives who are more frustrated by technology but growing IT budgets %
  • 40.
    40 Sector summary ‱ Mostsectors expect growth – retail (78%), travel & hospitality (77%), financial services (75%) in particular – in the next 12-18 months. However 1 in 4 local government bodies will shrink with 35% expecting to lose staff and half being restructured ‱ Financial services (13%) are least likely to be re-structured in the next 12-18 months ‱ The IT sector is most aware of the benefits of Unified Communications, with 35% of employees having adopted home working practices ‱ NHS (68%) and travel & hospitality (69%) are most inclined to keep in contact with work outside of normal hours, Local Government (50%) least likely. However local government and retail staff are most likely to turn up for work despite weather or travel difficulties ‱ Central government least likely to use UC (4%), but local government (56%) most likely to want to move towards remote and teleworking practices ‱ Travel & hospitality (69%) say we will enable our employees to access applications from their mobile devices so that they can be productive regardless of their location ‱ Retail (54%) and travel & hospitality (53%) will have increases in IT budget, while only 20% of local government bodies will see an increase ‱ The NHS (77%) is the sector where ‘I worry about how careful fellow employees are with our organisations confidential data’
  • 41.
    41 Thinking about thenext 12-18 months, which, if any, of the following do you think will apply to the organisation you work for? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Turnover will expand/ the business will grow 60 32 15 52 75 67 77 78 Turnover will shrink/ the business will shrink 10 11 27 10 8 10 5 2 The number of employees will significantly increase 15 8 2 3 18 24 15 26 The number of employees will significantly fall 14 20 35 13 11 10 10 6 We will move or consolidate offices 17 21 27 10 17 15 15 11 The organisation will be part of a merger/ acquisition 9 5 10 3 10 17 17 6 The organisation will open more offices internationally 9 3 2 0 8 17 17 15 The organisation is being restructured 26 37 48 35 13 20 20 24 The organisation will significantly change the products/ services offered 9 9 19 6 8 11 11 7 Don’t know 12 21 15 13 8 14 14 9 % Private sector expecting growth In the public sector, restructuring likely to be on-going, together with further staff cuts
  • 42.
    42 Which of thefollowing would be likely to prompt you to change/ upgrade your telephone system? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Cost reduction programme 61 64 63 48 53 61 62 74 Availability of new technology 39 39 31 39 40 40 33 33 Availability of better features 33 24 25 32 36 40 31 35 Organisational change (office move, merger, new international offices etc.) 24 29 23 35 20 26 15 17 Better business continuity capabilities (in the event of snow, flu, etc.) 13 10 10 16 15 18 10 11 Cloud control, being able to manage remotely 13 14 8 6 13 18 13 6 Need to adopt new working practices (e.g. Homeworking) 20 20 33 16 23 17 23 13 % Cost reduction #1 driver for UC But reducing cost less important to NHS, better features most valued by the IT sector
  • 43.
    43 To what extentdo you agree with each? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail I often waste time trying to get hold of people which delays decision making 53 59 54 58 59 55 59 44 I am increasingly frustrated with the technology available to me at work 42 49 37 42 37 43 43 43 If we all worked 20% fewer hours we'd produce just as much 50 50 53 51 46 54 52 48 I regularly check in on work communications out of normal working hours 59 55 50 68 59 64 69 61 I worry about how careful fellow employees are with our organisations confidential data 56 55 59 77 54 50 53 61 Cloud computing solutions are likely to reduce the headcount we have in our IT division 45 47 20 31 54 56 52 42 % Working behaviours by sectors Travel and hospitality and NHS most likely to keep in contact with work outside normal hours
  • 44.
    44 I was unexpectedlyunable to get into work due to bad weather/ travel issues (in the past 12 months) Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Twice or more 17 14 12 11 21 26 11 21 Once 26 29 24 28 24 21 39 18 Never 56 53 61 56 56 53 50 61 Don’t know 1 3 3 6 0 0 0 0 I regularly spend a night away from home for work reasons (at least 4 times a year) Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Yes 46 38 8 39 45 63 54 48 % % IT sector most likely to travel for work Local government and retail staff travel less for work, but have high levels of work attendance when weather/travel issues occur
  • 45.
    45 What proportion ofyour staff work in the following ways? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Interact directly with customers / clients? 49 54 55 65 40 44 59 53 Work flexibly? 39 49 49 35 36 37 39 38 Work from home (at least once a month)? 24 14 23 23 29 35 15 22 Works on the road 'road warrior'? 21 11 13 22 26 29 20 20 Use their own devices for work? 23 19 17 20 31 33 24 20 Use audio conferencing at least once a month? 29 19 21 29 40 40 16 22 Use video conferencing at least once a month? 23 16 17 20 30 30 13 20 Use free to use software such as MSN for IM and Presence? 27 19 14 18 34 40 16 27 Current employee behaviours Home working highest in IT sector, lowest in Government
  • 46.
    46 If a ‘UnifiedCommunications’ system were in place in your workplace, what would the benefits be to you and your colleagues? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Increased productivity 48 42 42 45 48 49 67 61 Do you have a ‘Unified Communications’ system in your organisation? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Yes 12 4 8 10 12 25 5 2 No - but we are actively considering implementing one next year 9 5 6 10 10 16 5 7 No - but we would consider it in the next 1-3 years 33 37 29 42 24 35 38 37 No - and we would not consider it 11 13 6 19 12 1 21 15 Don’t know 35 40 50 19 42 23 31 39 % % UC on the horizon for most sectors IT sector most likely to have a UC system in place, followed by financial services Note: Questions asked of business executives and IT decision makers
  • 47.
    47 In what waysdo you expect your organisations workforce will change in the next two years? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail We will encourage more workers to employ remote / teleworking 42 43 56 35 46 50 26 30 We will encourage employees to increasingly come into the office 23 16 19 10 23 28 15 39 We will enable our employees to access applications from their mobile devices so that they can be productive regardless of their location 48 46 42 52 44 52 69 39 We will employ more freelancers and contractors 12 20 6 6 9 9 15 11 % Flexible working to be adopted by most sectors Nearly 1 in 2 organisations will encourage remote and teleworking going forward
  • 48.
    48 What are thetop priorities for your organisation in terms of reducing spend? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail PSTN 13 12 0 23 18 16 10 16 Mobile costs 32 30 47 23 27 37 33 27 Mobile roaming costs 28 15 27 39 30 31 29 20 Business travel 43 45 40 39 39 42 24 54 Local call costs 8 6 14 0 9 2 19 12 International calls and data 8 3 14 0 3 2 20 19 Employees reclaiming communications expenses 9 6 7 15 3 7 14 12 Office/desk space 24 36 27 31 40 23 15 20 Equipment maintenance costs 36 50 26 31 36 40 39 24 Reducing costs is a top priority for all sectors % Cutting business travel, equipment maintenance and mobile expenditure is most important
  • 49.
    49 Compared to today,do you expect your IT budget over the next 12 months to
? Total Govt. Local Govt. NHS Banking / f/s IT Travel and Hosp. Retail Increase by more than 20% 9 12 0 8 6 16 10 8 Increase by up to 20% 31 21 20 31 30 26 43 46 Remain the same 40 32 53 31 55 40 24 38 Decrease by up to 20% 12 32 13 8 3 12 10 0 Decrease by more than 20% 1 0 13 0 0 0 0 0 Don’t know 8 3 0 23 6 7 14 8 % Travel & hospitality has largest budget increases Retail and travel and hospitality most likely to see increases in budgets

Editor's Notes

  • #9 60% overall say their business will expand: 15% for local government and 32% for central government.
  • #12 My working day would be significantly more productive if there were simpler/better ways of sharing information 58 to 65I don't mind working in my own time if I can do my own thing in work time too 61 ti 71 I 59 to 70 I spend too much time in meetings 37 to 47Video conferencing would ensure people didn't do other work when on a conference call 62 to 69How often do you work from home (during your normal working hours)? 51 to 70Video confencing at home 11 to 16Presence 16 to 20 Skype 21 to 32Take time out of annual leave 29 to 20It would enable us to grow our business (If a 'Unified Communications' system were in place in your workplace, what would the benefits be to you and your organisation?) 51 to 60Our employees would have improved productivity 66 to 77t would enable remote & mobile working 71 to 81Phone to video calls - a system where you can switch a phone call to a video call when you want 55 to 72Video on your smartphone or tablet - easy access to video calls while you're out and about 33 to 63Unified messaging- where are all your voice-mail and e-mail is consolidated into one list 70 to 80Q24a.7 Visual voicemail - the ability to view voicemails on your PC, Mac or Phone and access them in random orde 61 to 70
  • #17 Demand for video = ‘would be useful to have’Some data from Autonomous Customer
  • #19 Ability to automatically route calls over the corporate networkAccessing corporate network from personal devices
  • #27 Annual leave – other options boss gives time off, work at home as if in the office.
  • #28 Jelly Bean refers to the presence symbol on IM.
  • #31 Source – Autonomous Customer, 2013
  • #45 Table 158 also
  • #50 Top priorities- 1st and 2nd
  • #51 Q30a