A survey of enterprise and contact centre employees and their workflows reveals the silent but staggering true cost...
October 15, 2007
A survey of enterprise and contact centre employees and their workflows reveals the silent but staggering true costs of fragmented communications: Enterprises of 1,000 persons could leak nearly $13 million a year in lost productivity and avoidable expenses.
That is one of several findings from an in-depth poll of 517 communications end-users across North America and Europe conducted by independent Insignia Research of Toronto and commissioned by Siemens Enterprise Communications.
The survey report entitled “Measuring the Pain: What Is Fragmented Communication Costing Your Enterprise?” is the first to fully quantify the costs of the status quo including workflow disruptions, added costs and associated frustrations to enterprises lacking unified communications.
It explored pain points at the individual, team and enterprise levels in terms of time and impact on serving customers as well as the frustration and anxiety to users and their teams.
A majority of the respondents (62%) identified themselves as being in customer service and sales roles, which directly connects the negative impact of disjoined communications systems on customer satisfaction.
“Never before has a study so clearly captured the extent of the frustration felt by individuals, managers and teams, and so completely quantified the extraneous costs leaking out of the enterprise as a result,” said Jim Burton, principal of market research firm UC Strategies.
“Aside from the hard costs uncovered in the survey, there are soft but very real costs in terms of customer responsiveness and satisfaction.”
The solution, Burton said, is an enterprise-wide, unified communications platform.