More multi-skilled workers are needed in order to ensure
the benefits of
unified communications (UC) are realised according to a survey
by Psytechnics, a provider of voice and video performance
management solutions for IT operations.
The survey of 100 network and applications professionals found
that even though as enterprises expand their
rollout of VoIP, and ultimately UC to embrace the cost savings
and manageability of
converged IP-based communications, there are questions as to
whether there is a sufficient workforce to facilitate the boom.
Nearly three quarters believe that UC requires an IT operations
workforce that is knowledgeable in both networks and voice and
video applications. However, 60% of UC specialists do not believe
that there are enough skilled technical staff to deal with the
expected demand in UC deployments.
Just over a quarter of the survey (26%) was split as to whether
technical expertise in networks or applications is more
relevant.
Psytechnics says that the survey confirms what many in
enterprises and Managed Service Providers have been saying behind
the scenes: namely that IP-based converged services including VoIP
and UC are more difficult to get right in practice than previously
thought.
Commenting on the results Psytechnics CEO Anthony Finbow said,
“The results of our survey should act as a wake-up call for those
in the industry and enterprises who are relying more and more on
IP-based communications. Many have found VoIP performance
management to be more difficult than expected, but voice is just
the tip of the iceberg and with more applications like video
conferencing coming into play towards a full UC rollout, it is
vitally important that the quality of the user experience is
managed. Employing the right experience management tools will help
to offset staff costs and skills shortages, but it’s up to the
communications industry to ensure enterprises are fully equipped to
reliably operate what will be a multi vendor unified communications
environment.”