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More than half of organizations are expected to adopt cloud unified communications services and hosted PBXs by 2020, surpassing on-premises PBX deployments as businesses of all sizes turn to the cloud for UC, team collaboration and contact center services, according to a new vendor survey.
While the early adopters of UC cloud services were small and midsize businesses, medium-to-large enterprises are rapidly catching up, according to a BroadSoft survey of 130 telecom providers and industry leaders. Nearly half of large enterprises are expected to adopt UC cloud services by 2020, according to the results.
The survey found that 76% of respondents said cloud makes it easier for enterprises to deploy advanced UC features.
Respondents said 43% of contact center seats will be cloud based by 2020. Organizations will seek analytics-based contact center services that integrate with UC and team collaboration services, according to the survey.
UC cloud services have become a more viable option as legacy PBX systems are on their way out, said Taher Behbehani, CMO of BroadSoft. Employees demand more mobility in their work and bandwidth has improved to support cloud services and employee needs.
Enterprise mobile apps lack user experience
While enterprise mobile apps can save employees time and improve productivity, a gap remains between employee expectations and the reality of app performance, according to a new survey by a mobile app design company.
A survey of 487 full-time office workers who use mobile apps found that 70% of responds would not describe their most-used apps as intuitive. Employees are using enterprise mobile apps for project management, communication and collaboration, file creation and editing, security and device management, specialized job-related tasks and analytics.
As organizations deploy mobile apps to support mobile and remote workforces, employees expect the same ease of use as the consumer apps they use daily.
Organizations need to focus on the aspects of apps that improve user experience, such as usefulness, functionality and reliability, according to the survey by mobile app designer ArcTouch and research firm Precision Sample.
Organizations that improve the intuitiveness of enterprise mobile apps will see benefits including easier employee training, less user frustration and increased productivity, according to the survey.
Footwear company streamlines UC cloud services
With a move to a new headquarters, footwear company The Rockport Group decided to unify its communications and deploy UC cloud services under a single provider. The Newton, Mass.-based company deployed Fuze's unified communications as a service (UCaaS) platform for voice, video and collaboration.
Prior to deploying Fuze's UCaaS platform, The Rockport Group had multiple vendors and conferencing systems for the voice and collaboration needs of more than 2,000 global employees.
"We needed an all-in-one solution that could be deployed in a matter of weeks, with the flexibility to support all of our employees globally," said Tejaswi Rampure, IT director at The Rockport Group. He added that the move to a new headquarters was an opportunity to invest in a consolidated, cloud-based communications environment.
The Rockport Group deployed Fuze's UCaaS platform to replace its legacy services with a cloud-first approach that unifies voice, video and collaboration in one tool.
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