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Plantronics UC Gatekeeper Study. Key findings from a survey of US Fortune 1000 decision makers. Study Overview. In late 2009, Plantronics surveyed 354 IT and Business Decision-Makers about current and future Unified Communication deployments.

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Plantronics UC Gatekeeper Study

Key findings from a survey ofUS Fortune 1000 decision makers


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Study Overview

In late 2009, Plantronics surveyed 354 IT and Business Decision-Makers about current and future Unified Communication deployments.

The goal was to identify UC behaviors among Fortune 1000 companies.

Objectives:

Quantify current UC adoption and future plans

Understand importance and usage of UC

Identify key UC growth drivers over the next two years

* See appendix for Methodology Overview and UC Applications List


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The Distributed Workforce Era: 63% of F1000 Employees Don’t Work in an Office





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Only 2% of F1000 Companies Are Not Considering UC

Current UC Audio/Voice Prospects

Future UC Audio/Voice Prospects

96% have integrated at least one audio/ voice related UC app

94% plan to integrate at least one audio/voice related UC app within the next 2 years

26%

42%

30%

2%

UC Adoption Stages


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Desktop video conferencing leadsplanned UC roll-out at F1000 companies


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Desktop Video Conferencing Leads the Next Phase of UC

Have Integrated

Plan to Integrate

Among integrated UC-related applications, video conferencing is the top application F1000 companies plan to integrate within two years as part of their UC roll-out.


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Executives Lead in Desktop Video Conferencing

Current Access

Future Access

Aside from IT, executives are leading the way with access to video conferencing; other workers will follow within 2 years.


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66% of employees will have UC video conferencing on their desktops within two years


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Global Roll-out of UC Desktop Video Conferencing

66% within the next two years

The majority of employees will have UC video conferencing on their desktops within the next two years.


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Conferencing Spurs Consideration of UC

Have Integrated

Plan to Integrate

Conferencing, especially video, is closely associated with current operational deployment as well as “future UC planning”.

Operational deployment

Active pilot

Considering within 2 years



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Quality Endpoint Devices Define the UC Experience

Importance of UC Audio/Voice Endpoint Devices to the Overall UC Experience by End User Segment

Remote workers

Contact center workers

Private office workers

Open office workers

Home office workers

Low (1–3): Does not matter at all to end users’ UC experience

Medium (4–7)

High (8–10): Matters a lot to end users’ UC experience



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Basic Training Is Critical to Successful UC Deployment

  • Training is key to help users understand basic device functionality and to enable them to customize options and solve basic issues on their own.

  • “Over the next 6 months, I’m hoping the money gets freed up to allow for more centralized control of the devices so we can better educate the user to pin-point exactly what their issues are.”

    —ITDM, Telecom

  • “During the deployment, the call volume and trouble tickets weren’t any more than normal for telecom, surprisingly enough. Actually it was 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.”

    —ITDM, Industrial


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Top 10: Most Common Problems During Deployment

Problems experienced or expected with

UC audio/voice endpoint device deployment


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“At the time [of UC endpoint device selection], we thought the devices would just work and there’d be no need to spend time comparing the differences.We saw them as a commodity. We no longer think this way.”

  • —ITDM, Entertainment



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UC Voice/Audio Applications

Voice/Audio-related UC Apps

Voice over IP (VoIP)

PC-based softphone client (e.g., click-to-call)

Audio conferencing

Web conferencing

Video conferencing

Mobile communications technologies (e.g., mobile UC clients, smartphones, cell phones)

Enterprise applications integrated with UC technology (e.g., CRM, ERP or other business applications with click-to-call)

Non-voice/Audio-related UC Apps

Instant Messaging (IM) with presence

Desktop sharing

Collaboration technologies (e.g., SharePoint, Quickr, WebOffice)