Anticipation vs. Reality
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."