Company unified communications (UC) projects should focus on increasing business agility, rather than reducing costs, says analyst Gartner.
A Gartner survey of 300 organisations showed that early adopters of UC cited improvements in employee collaboration, productivity and customer service as the top three benefits after deploying UC.
The survey showed that although it remained important, lower total cost of ownership was the least-mentioned benefit.
By contrast, lower total cost of ownership and lower equipment costs were the top two expectations of UC among companies that have yet to deploy it.
"It is evident that there is a significant difference between the expectations of UC and its actual benefits. We recommend that organisations build a business case based on enabling mobility and agility rather than on reducing IT department costs," said Steve Blood, an analyst at Gartner.