02 May 2013

Unified Communications gains incredible popularity and usage

Written by Martin Borowski, Posted in Contact Center, Unified Communications

86 percent of organizations allowed BYOD in 2012

Unified Communications gains incredible popularity and usage

Unified Communications gained incredible popularity and usage since the inception of the first multi-modal smartphone in 2007. With the wide adoption of mobile smartphones and tablets in the market now, UC market has just exploded. It is clear that UC-enabled mobile communications (MCEBP) is at the top of everyone’s list for tablets and smartphones. The only concern is its security and how it’s handled for consumer usage vs. work usage.

There are several factors and perspectives to consider such as mobile operating systems, multi-modal mobile applications, support and access security privacy controls. Overall, UC mobility has value for any end users, no matter if it’s an individual consumer or an employee within an organization but both will shape where the market is going with new online and mobile technologies. This requires strategic planning for migrating into more “virtual” and hosted services in private and public “clouds”.

A recent survey by a recently formed consortium of enterprise software companies focused on mobility, the Enterprise Device Alliance, confirms some mobile impacts and trends for internal IT organizations. These include the following:

  • 86 percent of organizations allowed BYOD in 2012 (75 percent in 2011)
  • 2013 percentage of smartphone users to increase for iPhones (92 percent), Android (77 percent), Windows(44 percent) – decrease for Blackberry (56 percent)
  • Tablets will be a principal employee mobile device (over 90 percent) that IT will support, replacing laptops
  • Email is the leading productivity app for all mobile devices supported
  • “Help Desk” support to mobile employees is given or planned to be given by 45 percent of enterprise organizations, in addition to other resources
  • Mobile security is leading concern of IT; 71% want to authenticate with Active Directory
  • Mobile access because of mobile OS capabilities is limited by 60 percent of respondents
  • MDM usage in 2013 to reach 60 percent
  • Despite increase in mobile usage demands, IT staffing will not increase for most organizations

While employees will exploit tables in using work-related mobile applications, the consumers will more likely rely more on smartphones for all their communications contacts. This will definitely change the traditional Call/Contact Center to support mobile customers. Traditionally “Help Desk” would support organization employees for their desktop needs and now that’s extended to mobile employees. For consumers however, this technology support to support their mobile interactions with application software is becoming an even greater demand. This puts pressure on organizations to support all leading mobile devices as the market is getting more and more saturated. This year will be the year of major advances in UC-enabled mobile communications. ComputerTalk can walk you through it, contact us here or request a demo.


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About the Author

Martin Borowski

Here's a word about me...

I'm an art director here at ComputerTalk. I'm an expert in User Experience (UX), branding and identity, website planning and development, social media management and search engine optimization . I understand the capabilities and limitations and advantages of online media.

Follow me on twitter at @uxchamp