Businesses are wasting as much as half a million dollars a year on UC admin tasks, according to research.
A report commissioned by Kurmi found that MACDs (moves, adds, changes, deletes) are responsible for a large portion of wasted time and money, with 90 percent of UCC practitioners revealing they spend between $100,000 and $500,000 managing them every year.
Pascal Moindrot, COO, Kurmi Software, said: “The shift towards hybrid working combined with the convergence of UC and business collaboration apps means that UCC is now seen as a platform that fundamentally improves productivity”
“As our impact report has found, however, the challenge for organizations managing this at scale is that provisioning users across multiple apps and communications platforms is both costly and labour intensive.”
“There is clear consensus that automation provides a solution, but with only five percent describing their MACD process as automated today, we expect this number to change significantly as organizations seek to keep pace with growing user flux.”
All respondents said they spend time assessing their UCC for inefficiencies. A majority of 78 percent make reducing cost their number one priority, followed by time savings, the team’s ability to multitask, and employee satisfaction.
Respondents said half of their time was spent on their organisation’s UC platform to deal with end-user MACDs.
Automation is the answer, according to most UCC practitioners and managers. In fact, 99 percent of respondents said they are already making moves to implement automation within the next 12 months. With only five percent of the companies in question having completed their automation setup, numbers suggest a tidal wave in demand for automated services is imminent.
“Automation is needed because UCC processes are simply too inefficient today”, Pulse and Kurmi Software said.
“Most UCC practitioners and managers are embracing automation as critical to managing increasing end users and new collaboration technologies.”
MACDs are just part of the problem for UCC managers. The top five difficulties (from most to least) were fraud, backlog requests, lack of rules for UCC user management, former employees having access to MACDs, and lack of self-service capabilities
The report goes on to list some of the ways automation can help, including with backlogs of support tickets, onboarding speeds, MACD errors.
