Anticipation vs. Reality

By Gunjan Bhow  |  Posted 2010-07-06 Print this article Print

Anticipation versus reality

One of the major hurdles to successful UC deployment isn't actually a hurdle at all. The anxiety over potential problems can often paralyze plans for UC implementation. But, according to the survey, there is a disparity between anticipated problems and actual problems.

One area where this chasm was most pronounced was user training time. Fifty-four percent of those surveyed (who were considering a UC deployment within two years) cited this as an area of concern, whereas only 35 percent of the companies in operational deployment noted that user training presented problems within their organization.

Another area of disparity related to user preferences. While 43 percent expected that accommodating the unique style and comfort preferences of the workforce would be a problem, only 34 percent of those in operational deployment cited it as such.

Finally, the drain on internal help desk service and support was anticipated to be an issue by 47 percent of those considering UC deployment. In actuality, 34 percent of those in actual deployment experienced problems.

Overall, the lesson learned here was that companies that have been through a UC deployment have experienced minimal issues related to implementation; a lot of fears surrounding potential deployment were unfounded.

One survey respondent, an IT decision maker at a company in the industrial sector, noted that "during the deployment, the call volume and amount of trouble tickets weren't any more than normal for telecom, surprisingly enough. Actually, both were less because the users have much more capability to manage their phone with the online interface. We are always looking for ways to get the user more involved in solving their own problems."

Gunjan Bhow is Vice President and General Manager for Unified Communications at Plantronics. In this role, Gunjan is responsible for overall strategy and management of initiatives that enable enterprises to take full benefit of software-based communications. Gunjan brings close to 20 years of experience in rich media software and IP-based communications, covering both consumer and enterprise markets as well as software and hardware. Prior to joining Plantronics, Gunjan was vice president of marketing at Actiontec Electronics where he launched a business that extended the usage of Skype to traditional phones, mobiles and enterprises, being the first-of-kind products in each category. Prior to Actiontec, Gunjan was director of platform product strategy at Microsoft Corporation. In this role, Gunjan led product strategy and business planning for Microsoft's digital TV software, which resulted in millions of deployments. Prior to Microsoft, Gunjan led venture capital investments for Telesystem. His focus was working on emerging mobile data solutions with wireless operators. Gunjan has spoken at conferences worldwide on digital media. Gunjan holds a Bachelor's degree in Electrical Engineering and Computer Science from the University of California at Berkeley and an MBA from Harvard Business School. He can be reached at

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