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Industry Research : NETSCOUT Research Reveals that 75% of Enterprises Plan to Grow the Use of UC and Collaboration Platforms in 2023

#contactcenterworld, @netscout

NETSCOUT SYSTEMS, INC. (NASDAQ: NTCT), a provider of performance management, cybersecurity, and DDoS protection solutions, released new research highlighting the ongoing importance of unified communication and collaboration (UC&C) platforms to the post-pandemic future of hybrid work.

In its third annual survey of 300 IT decision-makers at organizations with over $1 billion in revenue, NETSCOUT found that the vast majority (69%) increased the number of UC&C tools used, with 75% expected to support more platforms over the next 12 months. The need to take advantage of new features and functions (89%) or better support employee collaboration (67%) was cited most often in driving these decisions.

A majority (60%) of respondents say collaboration platforms, applications, and tools are critical to their organization’s current work environment, compared with 49% last year – a more than 20% increase year-over-year.

Additional findings from the research include:

Most enterprise-level organizations support 1-4 unified communication and collaboration tools and applications. Over one-third support 5-9 tools and applications, while 15% use ten or more.

Microsoft Teams and Zoom remain the most commonly used platforms by 86% and 78% of those surveyed, respectively. Respondents were more likely to say that their organizations previously used Webex, Slack, or Google Meet.

52% said that multiple platforms used across different departments/teams in their organization negatively impacted their ability to respond to UC&C-related challenges.

29% of companies stated that UC&C-related issues continue to make up most IT help desk requests.

54% report that it still takes a few hours to resolve UC&C-related issues.

Only 23% are using an independent tool leveraging packet analysis to monitor the performance and experience of remote workers.

Finally, examining the importance of UC&C platforms within call centers for the first time, this year’s survey found that 86% of enterprises are operating remote or hybrid call centers. However, over 70% of IT leaders feel that call quality, dropped calls, delayed connection times, and troubleshooting are challenging for their organization due to the remote work of contact center employees.

"Hybrid work models have added complexity to the UC&C platforms used by large enterprises and call centers," said Michael Szabados, chief operating officer, NETSCOUT. "They have become reliant on these platforms to keep their businesses running. To keep ahead of these challenges, NETSCOUT continually invests in its solutions to address complexity and provide visibility across multiple platforms to ensure the best quality user experience."

The survey was conducted in November 2022 among 300 IT decision-makers in the United States and Canada.

#contactcenterworld, @netscout

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Netscout:
Company LogoNetScout Systems, Inc. is a provider of integrated computer network performance management products. NetScout products include packet Sniffer and nGenius packet flow recorder.
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Today's Tip of the Day - Quantity, Quality, Cost

Read today's tip or listen to it on podcast.

Published: Friday, February 3, 2023

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2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

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VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

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InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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