Unified Communications and Collaboration (UCC) continues to grow in complexity, which is one reason operational costs are rising, according to our annual UCC Total Cost of Operations study of nearly 300 organizations. The research also shows that those who use offerings from vendors specializing in management and monitoring tools see a 59% reduction in their operational costs and a 34% increase in user adoption.
The more enterprises embrace the benefits of Unified Communications and Collaboration (UCC) , the more complex it is for IT professionals to deliver a well-orchestrated solution. Employees and customers demand innovative features and capabilities, which typically come from new vendors requiring often-complex integration and management. As adoption of IP telephony and UC increase, the architectures also become more complex because large enterprises run hybrid cloud/on-premises environments. At the same time, endpoints and applications also are becoming more sophisticated.
It is not surprising, then, that IP telephony and UC operational costs are rising, as it takes more people (and more expensive people), more partner services, and higher maintenance costs to keep the services operating properly. What is somewhat surprising is the fact that 56.4% of organizations still do not leverage the benefits of monitoring and management tools provided by companies that specialize in such technology. These providers cover various areas of management - including operations, performance, and event management.
We interviewed or surveyed nearly 300 companies for its annual UCC Total Cost of Operations research project, and found that those who use products or services from vendors who specialize in management and monitoring tools found significant benefits, including:
- Reduction in implementation costs
- Reduction in staff managing IPT/UC
- Increased adoption of UC
This report reviews the trends in IP telephony and UC that are driving cost changes and the need for monitoring and management tools to not only reduce operational costs, but also to improve the quality of service employees and customers receive.
1. Table Of Figures
2. Executive Summary
3. The Issue
4. Adoption And Architecture Trends In Ucc
- Multi-Vendor On The Rise
- Architecture Shift
5. UCC Cost Changes
- IP Telephony
6. Effect Of Monitoring, Management Tools On Operational Costs
- FCAPS Model
- Specialty Tools For Ipt, Ucc
- Operational Costs, Adoption Changes
- Reduction In Implementation Costs
- Reduction In It Staff Managing The Systems, Operational Cost
- Increase In User Adoption
7. Cloud Cost Changes
- TCO Model, With And Without Operations Management
- TCO Example: 40,000 On-Premises IPT Endpoints
- TCO Example: 50,000 Cloud UC Endpoints
8. Conclusion And Recommendations
- Independent Research Project
- Research Data Captured