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   CIO en VO : les communications unifiées pas toujours si rentables que celaEdition du 20/08/2009 - par IDG News Service La mise en oeuvre de communications unifiées réunissant sur les mêmes infrastructures la VoIP, la ToIP et le trafic data, voire aussi les réseaux mobiles data et voix, vise avant tout à baisser les coûts de ces réseaux de manière significative. Mais le retour sur investissement n'est pas si idyllique que cela. Return on investment is a big but unfulfilled promise of unified communications. The well established potential for cost avoidances and lower operational budgets with UC don't necessarily pan out in practice, says Henry Dewing, an analyst with Forrester Research. "They're not deriving the benefits they expected," he says. Click here to find out more! His research finds that about half the respondents have no plans to deploy UC this year, about half saying they don't have the budget and about half saying they don't see the business value. "When you talk to end users, they want a 12-month return and a triple digit ROI," Dewing says, and that is not achievable in many cases. Establishing ROI is difficult for some businesses because IT directors that propose use of UC don't calculate a baseline cost of certain business functions before UC that they can compare to the costs after an implementation, he says. For example, Collette Vacations, a Pawtucket, R.I., business that sells travel packages got into UC for the functionality, not the savings so the company hasn't been tracking it religiously, says Bill Dziura, executive vice president of IT for the firm. Collette uses an Avaya-based UC system integrated with Microsoft's Office Communications Server. The system was installed at the end of 2007 as part of an upgrade from a 20-year-old Executone TDM phone system that included a rudimentary call center. The new system gives mobile workers access to the VoIP network via softphones in their laptops, access to presence information of other employees, voicemail accessible from their Exchange e-mail, and SharePoint collaboration and content management. All users have extension dialing, full presence via OCS, and conferencing that is used for training with features such as instant messaging so participants can communicate offline while someone else is speaking. Initially, the system was gathering less voice mail, but he attributes that to more callers opting to send e-mails or to instant-message agents. "The sales team has one phone number now," he says. Callers enter the agent's extension and if they're not there, it goes to their cell phone, house phone or is forwarded to their sales assistant. "We couldn't do that before," he says. Some of the UC features must save money, he just doesn't know how much. Agents can be deployed in different time zones so someone is available no matter when customers call, he says. Making some calls over Internet connections saves phone costs. The sales team is managed more effectively and with less travel via conferencing, he says.
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