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June 04, 2009

INNUA Study Finds Unified Communications Capabilities Vital to User Satisfaction

By Shireen Dee, TMCnet Contributor

The International Nortel Networks Users Association (INNUA), an user-driven association serving Nortel (News - Alert) users worldwide, recently unveiled the results of its annual survey of 500+ Nortel customers spread globally, and these highlight the vital link between business importance and user satisfaction that the majority of customers are realizing with Unified Communications (News - Alert) (UC) deployments.
The major attributes driving these deployments include increased productivity, enhanced effective employee mobility, improved customer service and a consistent user experience, which also contribute greatly to user satisfaction.
“INNUA is continuing to poll our members to ensure we know their business requirements in order to provide their direct feedback to Nortel – that’s what sets us apart as a user-focused association,” said Steve Ford, president of INNUA.
“The correlation between satisfaction and importance shows that the users of the Unified Communications are happy with the aspects that are most critical to their specific business needs. UC is delivering the advertised results that enterprises need to drive competitive advantage. The results of the study are particularly valuable for benchmarking why companies deploy UC and indicating how Nortel can continue to refine its offerings and expertise in this space to better serve the needs of our members,” he added.
The survey has been titled Unified Communications: Holding Its Own in Tough Economic Times, and is commissioned by INNUA with INSIGHT 100 Inc and conducted by industry analyst Webtorials, and has a feedback blog.
Based on surveyed respondents 61 percent of the respondents have either deployed UC or are on the path of doing so in the next two years. The critical factors identified by respondents for deploying UC include increased collaboration and productivity among employees, customers and suppliers as said by 51 percent, improved customer service – 41 percent, increased employee mobility – 40 percent and reduced costs 35 percent opined. 
“Unified Communications solutions provide the foundation businesses require to have a competitive edge in this challenging environment. This study reaffirms our knowledge and insight of the plans as well as the needs of our members and the larger marketplace,” said Cindy Phillips, president, INSIGHT 100 Inc.
The International Nortel Networks Users Association (INNUA) is an international, user-driven association serving Nortel users worldwide, with nearly 5000 members and 70 chapters to educate and inform telecommunications and IT professionals.
The INSIGHT 100 user group is a forum of members having installed Nortel SL-100/CS2100 switching products and includes education, government, healthcare, financial and commercial institutions.

Shireen Dee is a contributing editor for TMCnet. To read more of Shireen's articles, please visit her columnist page.

Edited by Jessica Kostek

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