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Understanding the Business Impact of a Poor UC System

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Are your customers hanging up on you? Is employee productivity impacted due to Unified Communications network issues? Let's talk about understanding the business impact of a poor Unified Communications system.


According to a survey conducted by Webtorials, an IT research organization, about 72% of enterprises have either partially or fully deployed Unified Communications solutions. About 71% of enterprises have deployed a VoIP network. The VoIP Services Market is expected to reach USD 136.7 Billion by 2020, growing at a CAGR of 9.7% from 2014 to 2020. This presents a significant growth opportunity for service providers. Over the last few years Unified Communications has really taken off resulting in its widespread adoption.

UC is absolutely crucial in ensuring employee productivity. Whether it’s a patient attempting to communicate to a nurse or a salesman pitching his company’s offerings to a prospect, UC is mission critical.  The cost of a poor unified communications system could result in huge costs for an enterprise. According to a TRAC Research survey, about 48% of organizations typically spend over 60 minutes per incident diagnosing network problems and organizations lose $72,000 on average for every minute of network downtime.

For service providers, poor call quality could result in higher churn, higher costs (due to penalties/refunds or costs involved in reacting to UC issues) as well as adverse impact to sales due to negative reviews.

Using a 24x7 UC monitoring and troubleshooting solution is therefore vital to an enterprise’s or service provider’s operations. IT can achieve the following benefits by deploying a UC network monitoring solution:

  • Increased return on UC investment
  • Improved overall network performance that is optimized for UC
  • Reduced operating costs
  • Reduced time to resolution

In my next blog, I’ll discuss top 5 most common call quality issues and how Prime Collaboration Assurance can help you resolve those issues.


Cisco’s portfolio of UC solutions includes a 24x7 UC network management solution. Cisco Prime Collaboration is a single integrated solution for provisioning Unified Communications services, monitoring/troubleshooting Unified Communications network as well as enabling resource optimization and capacity planning initiatives based on reliable insights obtained over the long term. Cisco Prime Collaboration offers real-time monitoring and troubleshooting of Cisco TelePresence solutions and the entire Cisco Unified Communications system, including Cisco Unified Communications Manager, Cisco Unity Connection and Cisco Unified Contact Center Enterprise. The solution expedites operator resolution of service quality issues before they affect end users and helps avoid system and service outages for a greater end user qualify of experience.


Cisco Prime Collaboration also provides historical reporting of key performance indicators and enables IT network managers to analyze trends for capacity planning, resource optimization, and quality of service. The solution helps track collaboration technology adoption rates in the network and provides metrics to help analyze how users are actually using the collaboration endpoints daily. It also can show status and rollout progress of a collaboration network deployment.


Learn more about Prime Collaboration.

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