Avaya users provide Mobile UC insights
This report is for Avaya users. It captures the mobile UC-specific organizational, technological and process attributes of Avaya users and compares the results with those of the Top Performers. We’ve prepared a set of recommendations that can help an Avaya user organization improve their users’ mobile UC experience. A separate report details recommendations and findings for Nortel-branded enterprise users.
Among Avaya users which account for 11% of the Mobile panel, mobile communications is roughly equally important as for Mobile Panel members. Satisfaction with the mobile phone and mobile operator remains consistent with the Mobile panel. Corporate initiatives in support of mobile service such as priority and policies are also average. This shows the pathway to improving business performance, which is well below the standard measured among Top Performers.
Over the past decades, mobile communications improved a users’ reachability, but reduced accountability and convenience to mobile users and their coworkers back in the office. Mobile UC is the next major improvement for unified communications. Mobile UC solutions available today can overcome these weaknesses by delivering accountability, which allows the enterprise IT department to analyze statistics on usage, apply policies for lowest cost, storage and security and by delivering convenient communications between coworkers, regardless of whether they are mobile or at their desk.
[span class=inset-right]This report is the sixth in a series about mobile UC in business. The experience of users of Avaya IP PBX products are compared with the Mobile Panel. Recommendations are developed from the comparison of Top Performers.[/span] The Mobility Index provides a refined view of the scope of technological deployments which reveals how Top Performers have significantly better operating results than Poor Performers. Top Performers had higher business performance:
- 41% more customer satisfaction
- 114% more employee satisfaction
- 87% more green-ness
- 43% more financial strength
- 21% greater customer responsiveness, and
- 14% more revenue per employee
than Poor Performers. Although it may have been true at one time, mobile communications technology alone does not lead to higher business performance. Only the integration of mobility services into the mobile employees value-creating processes is the key to unlocking the higher productivity attributable to mobile UC, and the key element of that integration is the extension of classically-defined enterprise communications into the mobile service domain.
Recommendations reflect the technology, organizational and processes deployed and consistently used by the Top Performers. These include investing in mobilizing critical enterprise applications, deploying mobile-savvy support staff and resources and adopting qualification procedures for new devices and new classes of devices. Taking steps to mobilize more of the employee-base and enabling more services such as mobile email and SMS are excellent first steps but should also include adoption of mobile UC-specific solutions for extending enterprise telephony features into the mobile service domain.
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