An interesting report by independent consulting firm, Forrester Research. This was commissioned by Cisco but neither Cisco nor its products were not mentioned to survey respondents.
Here is an exerpt from the executive summary telling you what is covered:
This report looks closely at three vertical industries and measures how unified communications improve work processes within each industry. Although specific work activities within these industries were evaluated, work processes and potential benefits for unified communications map across multiple industries. These surveys uncovered several findings that reveal businesses overlook several opportunities to drive greater efficiencies and improve employee productivity. Unified communications is not about replacing existing applications; it is about improving the functionality of existing applications through the use of Session Initiation Protocol (SIP), which enables businesses to connect quickly to the intended party for actionable results.
Surveys conducted by Forrester Research to knowledgeable employees within healthcare, retail, and banking industries endeavored to discover communication shortfalls and to determine how these problems could be improved with unified communications. Survey respondents were not provided with specific vendor or product information. They responded based on a general explanation on how unified communications would function in their business environment and improve connectivity among workers. All survey participants had first hand knowledge of the business processes identified for their respective industry. Forrester interviewed over 100 employees for each vertical market and customized its questions to reflect defined business processes.
Are you finding the same difficulties in your communications? If you are a unified communications customers, have you found the same benefits. Anyone in the healthcare, retail, and banking industries want to comment?
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