BELLEVUE, Wash., Nov. 10, 2016 /PRNewswire/ -- Unify Square, the leading provider of software, consulting and 24x7 cloud managed services for Skype for Business, today issued the results of its new survey, The State of Unified Communications (UC) Adoption, which polled IT decision-makers and employees at organizations that have already deployed (or are pilot testing) a UC system. The survey uncovered an unexpected, but positive disconnect between IT and end-users on overall system adoption and satisfaction, with one quarter (25%) of end-users saying they are 'very satisfied' with their organization's UC system, compared to only 1% of IT respondents who believed satisfaction would be that high. While both groups agree that end-user adoption is IT's greatest challenge to ensuring UC success, many IT organizations are not monitoring the UC system or the end-users well enough to optimize usage. This is further proven by the fact that 70% of end-users claim they've never even been surveyed by IT on their UC system satisfaction. Lack of proper monitoring tools and visibility into the user experience are key contributors to this disparity.
"Deploying enterprise UC has turned into a case of IT perception versus end-user reality," said Scott Gode, VP of Product Marketing at Unify Square. "If IT isn't taking the pulse of both system AND end-users on a regular basis, how are they supposed to effectively train end-users or spot issues? The silver lining is that end-users are enjoying their UC experience and want to continue with the platform. By not looking deeply enough into UC system health and user satisfaction, IT is acting as their own worst enemy. But lucky for them, visibility is easily attainable and can fast-track UC ROI." IT's lack of UC system monitoring results in the following positive and negative disconnects between end-users and IT: