Driving Workforce Productivity with Unified Communications: The Path to Fixed/Mobile Convergence

Driving Workforce Productivity
with Unified Communications
AA T bb h eee rrP dd a eet h ee to nn F ix e d / M o b il e Convergence September 2007 ~ Underwritten, in Part, by ~ Driving Workforce Productivity with Unified Communications Page 2

Executive Summary
Aberdeen's research shows that Unified Communications (UC) solutions - both fixed and mobile - have a measurable impact on the productivity of an organization's workforce. Best-in-Class (BIC) organizations are leveraging their UC solutions as part of an integrated business process mapping program to understand what is core to their organization and how UC solutions help the workforce most effectively impact those core business processes. The findings are drawn from an August 2007 survey of over 360 organizations.
Best-in-Class Performance Aberdeen used three key performance criteria to distinguish Best-in-Class "The goal is anytime and companies from all other organizations. These Key Performance Indicators anywhere communications (KPIs) are some of the operational metrics that are the fundamental metrics access for all employees. This that define workforce productivity: helps create a more nimble company." . 55% increase in employee responsiveness to others - 2.7x more ~ Delmar Dehn, HR Software than all others Developer . 52% increase in an employee's ability to gain knowledge / data from others - almost 3x the Industry Average . 60% increase in the flexibility of the workforce - over 3x all others AA bb ee rr dd ee ee nn
Competitive Maturity Assessment Survey results show that Best-in-Class organizations shared several common characteristics: . Best-in-Class organizations are 29% more likely than Laggards to have appropriate usage policies in place "[Unified communications solutions are] allowing us to do . Best-in-Class organizations are 30% more likely as all others to more with less people." have staff in place to train the workforce on UC solutions ~ David Rule, OFB . Best-in-Class organizations are 14% more likely than the Industry IT Director Average to identify and map business process workflow for the most appropriate use of UC solutions
Required Actions In addition to the specific recommendations in Chapter Three of this report, to achieve Best-in-Class performance, organizations must: . Analyze core versus contextual business processes . Develop policies for the appropriate use of UC applications . Develop more timely productivity measurement plans
© 2007 Aberdeen Group. Telephone: 617 723 7890 www.aberdeen.com Fax: 617 723 7897 Driving Workforce Productivity with Unified Communications Page 3

Table of Contents Executive Summary....................................................................................................... 2 Best-in-Class Performance.........................................................................2 Competitive Maturity Assessment...........................................................2 Required Actions .........................................................................................2 Chapter One: Benchmarking the Best-in-Class .....................................................4 Unified Communications Go Beyond Customer Satisfaction............4 The Maturity Class Framework................................................................5 The Best-in-Class PACE Model ................................................................5 The Returns from Best-in-Class Performance ......................................6 Chapter Two: Benchmarking Requirements for Success....................................8 Competitive Assessment............................................................................8 Organizational Capabilities and Technology Enablers .......................10 Chapter Three: Required Actions .........................................................................12 Laggard Steps to Success..........................................................................13 Industry Norm Steps to Success ............................................................13 Best-in-Class Steps to Success................................................................14 Appendix A: R... [download for more]