Research reveals modernisation needed for business communications

The research was conducted in the Australian, French, German, UK, and US markets across industries that include construction, finance, healthcare, hospitality, manufacturing, IT, professional services, retail/wholesale, telecom, transportation, and utilities.

Anurag Agrawal, Founder and Chief Global Analyst at Techaisle said, “as Techaisle’s research finds, organisations are not investing sufficiently in hybrid and remote work tools and resources to effectively meet the needs of a rapidly evolving hybrid-first business environment. The complexities of choice and deployment, economic uncertainties, and the need to quickly adapt to changing conditions present enormous challenges for organisations seeking to modernise and equally enormous opportunities for unified communications providers to support customers in that process. Based on our research, providers who offer comprehensive customer lifecycle management designed to evolve as their clients’ needs evolve have a winning strategy.”       

Support hybrid work

UK organisations expect that 44 per cent of their workforce will work from home 3-4 days a week on an ongoing basis, and 20 per cent will work from home exclusively. Yet just 8 per cent of UK organisations reported having a hybrid-first mindset when making organisational and operational decisions, and 43 per cent of UK organisations possess only basic hybrid work capabilities when it comes to technology and tools that enable effective collaboration between remote and in-office employees. On the flip side, 75 per cent of employees agree that better communication and collaboration tools help them do their job better. Yet just 33 per cent of organisations in the UK reported having mature remote work practices with advanced communication and collaboration tools.

Modernise with UC solutions

69 per cent of organisations surveyed want to invest in multi-purpose communication and collaboration technology rather than single-purpose, dedicated devices. According to survey respondents, the right UC solutions allow for flexibility, include a breadth of features, and integrate well with other technology solutions such as office suites, project management, and CRM solutions.

Organisations in the UK also want convenient ways to purchase modern UC solutions. When it comes to on-prem UC specifically, 38 per cent of UK organisations prefer to purchase UC solutions as a capital expenditure (CapEx), while 35 per cent prefer an operational expenditure model (OpEx). UC providers who offer flexible purchase models, including services by subscription, are better positioned to attract organisations wanting to modernise their communications.

Prioritising mental health and wellness

As ‘the Great Resignation’ continues to play out, 50 per cent of employees in the UK expressed worry about work-life conflict compared with just 23 per cent of employers. Further, 32 per cent of employees cited concerns about loneliness while working remotely, while 27 per cent of employers expressed the same concern. And while 50 er cent of organisations reported having a continuous feedback and assessment process to gather employee feedback, 23 per cent still do not have an employee feedback mechanism in place.

Daren Finney, Senior Vice President, Global Channels at Mitel added, “Techaisle’s latest research underscores the urgent need for organisations to modernise their communications experiences in ways that will help employees and customers thrive in the era of hybrid work. However, with the amount of persistent change organisations are facing and needs that vary greatly from one organisation to the next, it can be challenging to figure out how to successfully navigate the modernisation process. Mitel’s business strategy is rooted in comprehensive customer lifecycle management that gives organisations of varying sizes and industries the choice, flexibility, futureproofing, and support they need to win over employees and customers long term.”