Digital Transformation - the UC&C Approach

Bill Haskins – Sr. Analyst & Partner
Caroline Tingley – Research Associate
Digital Transformation – the UC&C Approach
Establishing a communications foundation for Digital Transformation
A Wainhouse Research eBook
Sponsored by:

This Wainhouse Research eBook investigates Unified Communications and Collaboration (UC&C) as an enabler of Digital
Transformation. We’re focusing on the broad, enterprise-wide impact that a well deployed, integrated, and expanded
UC&C experience delivers, and its ability to enable a larger Digital Transformation strategy.
How we researched: This eBook provides an objective, unbiased, and detailed overview of UC&C Transformation, backed by
the following research:
• In-Dept Interviews – with product teams, IT Decision Makers (ITDMs), and executives with experience transforming their
enterprises with the use of UC&C tools and solutions.
• Wainhouse Research Data – we reference data points from end-user and ITDM surveys, briefings with technology vendors,
and insight gained from enterprise consulting engagements.
Full disclosure: This eBook was sponsored by Tata Communications. However, this is an objective and unbiased overview, and
does not endorse any specific vendor’s product or service. We recommend the reader continue the discussion with their
partner of choice.
Topic Overview and Methodology

This eBook investigates UC&C as a Digital Transformation
enabler. Of course, Digital Transformation is a broad term
that may cause more confusion than solution in practice.
We think this definition provides a good starting point to the
discussion:
“Digital transformation is the integration of digital
technology into all areas of a business, fundamentally
changing how you operate and deliver value to
customers.”
Changing how you “operate and deliver value” is a key
element in this definition. Deploying digital technologies
without changing the way you operate, or your user and
customer experience, may change your cost model – but it
doesn’t transform your business.
The challenge for the average enterprise, in our
experience, is scope – if I’m going to ‘impact all aspects of
my business’, where do I start?
Digital Transformation Introduction and Definitions

Unified Communications and Collaboration (UC&C) refers
to solutions that “unify enterprise communications, including
messaging, audio, video, and meetings, into a consistent
user experience.” By design, these are digital platforms and
tightly integrated ecosystems that serve as the foundation
to a digital transformation strategy:
“UC&C transformation is the implementation of a digital
communications platform, connecting users, partners,
customers, and systems, to fundamentally change how you
communicate and collaborate as a business.”
Changing how teams “communicate and collaborate” is
often the primary objective, as most teams focus on their
internal user experience – enhanced messaging, integrated
audio, ubiquitous video, and increased collaboration.
When done right, however, UC&C will enable
transformation far beyond enhanced communications – by
establishing an intelligent, data-driven platform that will
automate cost from the business, digitize legacy workflows,
reinvent the customer experience, and ultimately transform
more of the business than you may realize.
UC&C Transformation The Foundation

The challenge with Digital Transformation’s broad scope hasn’t stopped some enterprises from proceeding head-long into a
transformation strategy. In practice, the strategy is often segmented and prioritized by areas of the business that will benefit most
from a new technology. Other times, the strategy is reactive, dictated by pressures to transform elements of the business. In both
cases, the enterprise can find itself updating parts and pieces, but not actually transforming much. In fact, a segmented strategy
may end up building barriers to a larger transformational opportunity, as conflicting technologies must be integrated, updated, or
replaced at a later date.
Transformation Drivers Reactive Risk
Competitive
Pressure
Competitive pressure often drives focus and investment into customer touch-points – updating websites,
mobile apps, and the contact center. However, updating your external services while neglecting your internal
solutions may not actually transform experience – you end up “looking digital, but acting analog”.
Aggressive Drive
to the Cloud
While the cloud certainly offers a host of transformation opportunities, some enterprises find themselves simply
moving services, without transforming anything. This may result in a transformed cost or support model, but
moving the same bits from your datacenter to a provider’s won’t transform your overall business.
Complex
Communications
If you’re like most enterprises, you support multiple PBXs (often from 2 or more different vendors), a range of
redundant meeting services, and more than one presence and messaging platform. The result: lost
productivity, a sub-par user experience, and excessive costs. Deploying a UC&C platform can help – but if
you’re simply consolidating communications on a standard platform, are you really transforming the business?
Aging
Infrastructure
Sometimes, that old PBX actually does catch on fire. Aging infrastructure can drive a surgical transformation
strategy, perhaps more-so than anything else. The risk is this can create a reactive transformation strategy –
and if the updated platform isn’t aligned with the big picture, you’ll likely be reacting again in the future.

UC&C Transformation:
Reality Check
Establishing your vision is
critical to a successful UC&C
transformation. However, your
vision needs to align with
reality in order to solve the
right problems, improve your
customer’s experience, and
transform your business.
Understanding your current
reality is therefore a key to
establishing your
transformative vision.

Consolidating communications to a unified platform has
been a key objective for organizations. However, most
enterprises are still a long way from a fully unified
communications environment. Complexity, cost, shifting
priorities, and internal politics often combine to serve as
barriers, resulting in partially deployed solutions and low
user adoption rates.
Before we dig into best practices, benefits, and UC&C
transformation opportunities, we’ll describe the typical
communications environment in a mid-to-large enterprise
– based on our enterprise consulting engagements,
interviews with IT decision makers, and enterprise end-user
surveys.
Transformation Reality Today’s Enterprise Environment

Locations – Increasingly multinational, with core sites
in one or more regions and satellite offices across the
globe. Expansion driven by international acquisitions,
global customer opportunities, and distributed
partner engagements.
Users – Tech Saavy: while most users resist change, they
are increasingly tech-savvy, if not opinionated. Many
voice a positive relationship with IT, but equal frustration
with their communication tools. “I have better technology
on my personal phone than at work!”
Platform Fragmentation – most IT teams find themselves supporting
an increasingly complex communications environment, supporting multiple
PBX vendors, disparate messaging solutions, and often 5 or more different
meeting platforms. This fragmentation is driven by long depreciation cycles,
mergers and acquisitions, slow migrations to new solutions, and users
bringing their own apps into the enterprise.
Personal Devices – most users still receive a desk phone, using it as
their primary device. However, most also bounce between their desk
phone, cell phone, and PC for business communications. Driven by old
habits, for both IT and end users.
Early
Adopter
Wait
And See
Comfortably
Complacent
Result: High costs - providing a global-but-consistent
voice and collaboration experience is difficult, and
expensive. Some teams revert to Mobile-Only
in hard to reach locations. Teams tend to
collaborate regionally, instead of globally.
Result: Adaptable yet
resistant to change, &
vocal in the process.
Complaints and issues
with new or outdated
tech drain IT resources.
Result: new solutions must live
seamlessly across all devices. When
they don’t, users rely on their desk
phone, decreasing adoption of the
new service.
Result: increased security risk as sensitive information
is stored across various platforms. Also a primary
barrier to UC&C transformation, driving platform
debates, complex integration plans, and expanding
training plans for users who are often reliant on the
unique solutions they have grown accustomed to.
Transformation Reality Today’s Enterprise Environment
? ?
?
?

We’ve identified five stages of the UC&C lifecycle, mapping the common stages of UC&C deployment and adoption within the average enterprise. The
Lifecycle identifies the current level of enterprise UC&C adoption and serves as a mechanism for planning and roadmap activities.
Our research shows that the average enterprise is still a long way from a fully unified communications environment. Most have deployed initial IP-based
communications (Enhanced stage), and many have deployed integration between multiple communication and collaboration platforms (Integrated
stage) – but the average enterprise falls between a 40% and 50% adoption rate for their UC&C solutions, relying on separate telephony and meeting
solutions instead.
The final Transformed stage of the UC&C lifecycle requires a fully deployed and adopted UC&C environment – without which, the benefits of integration,
automation, and intelligent communications are relegated to those users who have access to the UC&C platform.
Transformation Reality Today’s Enterprise UC&C Adoption
The initial stage of the
Lifecycle is the Silo’d
stage – identifying
organizations that have
not yet deployed IP
communications, and
that leverage inde-
pendent, disconnected
collaboration solutions.
As the enterprise adds
IP communications, it
moves into the
Enhanced stage – a
stage that includes the
deployment of VoIP
and enterprise-class IM
and presence
platforms.
The Integrated stage
includes enterprises that
have integrated their
independent
communications
platforms – think room
to desktop video, and
integrated audio and
web conferencing.
The Unified stage
describes those
enterprises that have
consolidated IM /
presence, audio, video,
and web collaboration
services into a fully
unified platform – for all
employees.
The final stage identifies
the Transformed
enterprise – those that
have completed their
UC migration, and
successfully integrated
UC into existing business
process and key
workflows.
Enterprise UC Lifecycle – Adoption Curve

Key Steps & Best Practices
“Every journey begins with a
single step” – a traditional
phrase that applies directly to
the UC&C transformation
journey.
Experienced leaders point to a
common set of key steps and
best practices as detailed in
this section.

Let’s establish perhaps the most critical point up front:
“UC&C Transformation is a journey, not a specific
action.”
You should expect an increase in benefits as you take
action, but your journey will continue on, past specific
milestones and achievements. Each UC&C journey is also
unique to the enterprise taking it, and specific steps,
details, and solutions will be driven by the organization’s
vision for transformation, available resources, and business
environment.
In our experience, however, there are many milestones
and best practices that are common to a transformative
UC&C environment. We’ll dig into these findings next.
Transformation Journey Moving from fragments to platforms

1
2
3
4
Transformation Journey Planning for Success
Align the Executive Team
A successful transformation must start at the top – it
requires support and alignment across all functions.
Your executives must be committed to this journey –
prepared to fund it & tackle obstacles as they arise.
Best Practice: establish a C-level champion and a
cross-functional executive committee responsible for
success. Plan to adopt from the top down.
Establish your Business Vision
Before you consider specific technologies and solutions, it is
critical to document the transformative change you are
driving for. Consider what your company is aspiring to, step
back, and think big: “engage every employee”, “eliminate
information silos”, and “reinvent the customer experience”.
Best Practice: establishing your business vision can be as
difficult as it is critical to your success – consider engaging
an experienced partner at this early stage. Once
established, document your vision, gain executive
consensus, and validate alignment throughout your journey.
Establish Target Business Outcomes
How will you measure your success? When achieved,
your target business outcomes will deliver on your
vision. In the context of UC&C transformation, think
“cost savings targets”, “project timeframes”,
“adoption metrics”, “increased margins”, and
“customer satisfaction”.
Best Practice: ensure your target outcomes are
measurable and closely aligned to your vision. Use
them to validate you are on track, and adjust course
when necessary
Engage the Right Partners
UC&C transformation requires a broad range of expertise,
across data center, network, platform, user experience,
deployment, adoption, and support – you may need more
than one to deliver on your vision.
Best Practice: engage your partners early in the project,
and possibly in stages. Find a team to help establish your
vision and technology strategy, and can recommend
implementation, hosting, and support partners to match.

Assess your readiness
With a focus on the network, devices, and process.
Leverage the right tools and partners to evaluate your
network early in the process – and be prepared to
remediate.
Best Practice: select a performance management
solution that supports the initial assessment and
ongoing monitoring of your UC&C environment. Once
deployed, conduct regular assessments to proactively
identify and eliminate issues.
5
6
7
8
Transformation Journey Planning for Success
Build from the Ground Up
Key to your success: deploy your services on a network you
trust – and never use a live customer experience to
validate network readiness. Build out your network to
support your target experience, including global voice
access, managed networks, and your internet edge. Most
enterprises leverage a cloud partner who can manage,
monitor, and support the UC&C service.
Best Practice: the right network and hosting partner will
meet both short and long-term technology requirements –
ensure they align with both ends of your vision.
Establish your Technology Roadmap
Only Now it’s time to identify your target UC&C solution, in
close alignment with your vision, target outcomes, and user
requirements. Most enterprises take a stepwise, multi-year
approach – targeting a platform for consolidation, and
interim solutions that will solve short-term needs while
moving users towards the target platform.
Best Practice: the right solution will drive a transformed
communication experience while aligning with your larger
enterprise ecosystem – easy to integrate, support, and train
your users on.
Engage your Users
Up front, document how your users communicate and
collaborate today, the tools they rely on, and the gaps
in their current communications environment. Persona
mapping is a critical step – identify user groups by
common requirements and align your UC&C solutions
and devices accordingly.
Best Practice: create a plan for user adoption that
includes quantified success metrics, training, and
communication plans. Establish champions to assist
with rollout, support, and training activities.

Use Cases and
Opportunities
The decision to transform your
communications environment
should only be done with the
expectation of delivering a
range of benefits – to your end
users, your IT team, and the
enterprise in general.
This section provides a series of
“day in the life” use cases,
detailing the immediate
benefits and long-term
opportunities delivered by a
UC&C experience.

Transformation Benefits Results and Opportunities
As analysts, we’re continuously surprised at the range of benefits that a fully transformed enterprise achieves.
Some are easily identified and often included somewhere in the project’s roadmap and business case. Others,
however, are uncovered through the course of the deployment, or based on actual use of the new platform.
More importantly, when UC&C is done right – deployed on the right network, delivered to all users, and fully
adopted – it can serve as a platform for enterprise-wide digital transformation. While the UC&C industry has
historically focused on the immediate benefits, we want to expand the conversation to these larger
transformation opportunities.
Rather than deliver the standard “benefits and opportunities punch list”, we’ll use a series of persona-driven use
cases to explore the transformed experience. For this discussion, we’ve created Deltech, a fictional mid-sized,
high-tech enterprise. We’ll walk through yesterday’s pre-UC&C challenges, today’s UC&C benefits, and
tomorrow’s transformation opportunities from the perspective of three key personas: Tim the IT manager, Dave
the field sales rep, and Mary, Deltech’s CEO.

A Day in the Life – IT Manager Yesterday’s Challenge
Tim is an IT manager at Deltech. Before he implemented a standard UC&C
solution, he described his role as a ‘Fire Fighter’ – “find the fire, put it out, find
the next one – lather, rinse, repeat!” Tim spent most of his time working
through a trouble ticket backlog, leaving little time to think about strategic,
long-term solutions.
Tim is a “Power Collaborator” – spending 5+ hours on conference calls every
day, meeting with his team and other Deltech resources. His desk phone is
constantly connected, while he multitasks in email, his ticketing app, and
monitoring systems.
Tim’s primary challenge is Deltech’s complex environment. With PBXs from 4
different vendors, 8 different meeting services, an outdated video solution,
and an aging network, Tim’s team is constantly looking for the source of user
issues. Managing the user lifecycle requires manual process across many of
his systems, and his budget is tight – headcount, access, licensing,
maintenance, and troubleshooting are all constant sources of pain.
Tim’s biggest concern, however, is data leakage. Security is Deltech’s
number one priority, and Tim stays up at night wondering what corporate
data is being shared and stored across this fragmented environment. Legal
discovery and user data requests take a lot of time, and he often wonders
what he’s missed.
?
!
!?

A Day in the Life – Field Salesperson Today’s Benefits
Deltech’s CEO made the decision to deploy a UC&C platform, and Tim’s team
did it right – engaging their network provider to host the platform, updating
their network to support VoIP and video, and consolidating all messaging,
telephony, and collaboration services to the new solution.
The new platform delivered Tim a range of immediate benefits, starting at his
budget - moving off the old PBXs meant no more expensive TDM circuits,
replaced by VoIP and SIP trunks. Maintenance costs were reduced as he
consolidated aging voice and network infrastructure to his partner’s cloud.
And as he moved meetings to the new UC&C solution, Deltech saved a
bundle in conferencing costs.
Tim spends less time troubleshooting as his partner supports the new platform,
and new performance monitoring software has reduced the number of issues
and resolution time. Admin is much easier now, as he adds, changes, and
deletes users on one platform – and much of this is automated, thanks to
integration with Deltech’s existing directory services. Tim’s security concerns are
minimized, as his users are sharing data on a platform he monitors and controls.
But Tim’s biggest benefit, if you ask him, is the user experience. He is delivering
a cutting-edge solution to his users, with audio, video, collaboration, and team
messaging – across PCs, mobile devices, and the conference room. His partner
keeps the platform current, and new features are delivered much faster than
was possible in the old, fragmented environment. He’s moved from “problem
child” to “office hero” as a result – a welcome change from Tim’s chair!
A Day in the Life – IT Manager Today’s Benefits
  

This is just the beginning for Tim, however. His team is planning to leverage
their UC&C platform to transform much more than their communications
experience. For example, Tim is transforming his team’s success metrics by
combining UC&C usage, adoption, and quality-of-experience data.
These objective success metrics will help focus his efforts on the things
that matter most to the business – increased adoption, effective
utilization, and less ‘fire fighting’.
Tim’s developer team is also integrating their software tools into the new
platform. By adding a few bots to the mix, the team can automate their
software review cycle, even automating the code commit process based
on one-click approval.
Integration with system monitoring software will enable automated alerts,
complete with issue details and user impact, within Tim’s mobile UC&C
app. With some additional tweaks, the UC&C platform can also create
auto-triage meetings, proactively connecting the right team for the most
critical issues.
Tim is also looking at advanced AI solutions – combining communications,
content and identity data. Now an AI service can identify experts based
on a simple query: “Who knows the most about the latest video
technology” is no longer an extended email thread – the system just
replies, “It’s Tim – click here to connect.”
A Day in the Life – IT Manager Tomorrow’s Transformation
 Call
Moved
Tim’s To Do’s
CX Apps
New Headsets
Golf

304:
Weekly
business emails
received on
average *
A Day in the Life – Field Salesperson Yesterday’s Challenge
Dave is a field sales rep for Deltech. He describes his work as “herding cats on
both ends – customers on one side, my business on the other…”
By nature, Dave is always mobile, working at customer sites, hotels, and in
transit. He is the epitome of the “Mobile Power Collaborator” – always on the
phone, in conference calls, and constantly checking his email for orders and
updates.
Without a consolidated UC&C service, Dave spent a lot of time reading email,
playing phone tag, and suffering from “conferencing fatigue”. Dave hops
around between 10 different conferencing services, depending on the team
he’s working with. He’s always hunting for passcodes and trying to figure out
how to join conferences on unfamiliar platforms – and is frequently late to his
meetings as a result.
Dave’s biggest challenge, however, is getting custom orders fulfilled – every
time a customer needs something unique, the approval process seems to take
forever. Emails are sent for approval, busy managers are slow to respond, and
Dave ends up chasing the request until it’s complete – sometimes missing his
quota when things stretch on too long.
36 times:
the average an
employee checks
their email
per hour.
16 minutes:
Spent refocusing
after handling
incoming
emails
!! !
* * * * * * * * #
* * * * * * * * #
* * * * * * * * #
* * * * * * * * #
* Source: Atlassian, https://www.atlassian.com/time-wasting-at-work-infographic

A Day in the Life – Field Salesperson Today’s Benefits
After Deltech deployed a UC&C solution, things changed. Dave now
sees when his support resources are available and sends a quick IM
when he needs an answer or update – spending less time reading email
as a result. This also gives Dave faster access to real-time information
than before, making him a more effective salesperson – faster quote-to-
cash is a key benefit.
His new mobile app also makes joining conferences a snap – “click to
join” has replaced “hunting for conference details”. Consistency is the
name of the game, and users like Dave quickly become experts in the
new collaboration solution. Less time spent figuring out the tools means
more time doing business – another welcome benefit.
Dave is also becoming a data junky. Previously, he used so many
solutions that he really had no idea how often he was communicating
with each customer. However, his new UC&C platform keeps track of
each interaction, across IM, phone calls, and meetings. Knowing which
clients have gone the longest without a touch-base helps focus his daily
contact list.
Video is another welcome addition, now available on Dave’s mobile
device and laptop. Quick customer updates and team check-ins no
longer require him to be on site, and his mileage is cut considerably. Less
time on the road = more time for closing deals (and maybe a few extra
customer dinners…)

A Day in the Life – Field Salesperson Tomorrow’s Transformation
Moving forward, the sales team is looking to transform several manual
workflows. Integration between Deltech’s UC&C platform and the internal
ordering system enables auto-approval via IM – the system notifies the right
manager when they are available, embedding a click-to-approve link in
the message. No more email ping-pong means less time wasted chasing
approvals and faster quote-to-cash cycles.
Integration with Deltech’s CRM system will also reduce the time Dave
spends finding new contact details, as he is flagged when new prospects
are added to the system – delivering the client’s background, opportunity,
and phone numbers directly to his mobile UC&C client. One click call and
conference, and a new deal is in progress.
Of course, data and analytics pose a huge transformation opportunity for
the sales team. Combining communication patterns with CRM sales data,
Dave’s manager can begin benchmarking her team – identifying the most
effective team members based on sales results, analyzing their
communication habits, and coaching the rest of the team accordingly.
Come to find out, Dave’s use of video and internal messaging has set a
high bar – and now the rest of the team can follow his lead…


As CEO, Mary is responsible for every team member, each customer’s
experience, and Deltech’s bottom line. She’s the “Big Cheese” above all
else – making decisions and directing resources are her primary
responsibilities.
Mary fits into the “Key Executive” persona. Deltech ensures their key
executives have the best collaboration devices – cutting-edge mobility,
video-enabled desk phones, expensive laptops, and the latest video
hardware in each executive conference room.
Despite her shiny devices, Mary relied on traditional solutions before moving
to a UC&C platform. Email was her primary mode of communication, and
information often travelled in a serial chain – flowing from customers,
through each level of the business, to her executive team, and finally
landing on her desk.
Mary felt that her team was stuck in a boardroom silo, reviewing staff input,
evaluating finances, and making decisions – and the process was too slow.
She was concerned about employee engagement as many users felt
disconnected from the business.
Keeping up with the competition, however, was Mary’s primary concern.
Her hi-tech competitors were moving at a blinding pace – delivering
product updates, expanding their ecommerce, and engaging new
partners faster than Deltech could keep up.
A Day in the Life – CEO Yesterday’s Challenge
Executives
Managers
Engineers
Customer
Service
Mary
CEO

A Day in the Life – Field Salesperson Today’s BenefitsA Day in the Life – CEO Today’s Benefits
Mary knew a successful UC&C implementation would require full
adoption – this meant time spent training, learning, and
changing how Deltech employees interacted. She decided to
lead by example, requiring her executive team to champion the
solution, lead the rollout, and adapt to the new service first.
Her approach delivered immediate benefits. With her team as
the early adopters, users found they could get quick answers
with a simple IM – much faster than waiting for an email
response. At first, this generated a lot of IMs – but Mary’s team
became “presence experts”, creating virtual “office hours” and
marking themselves “available” when they had time to respond.
Information began flowing from the bottom up at a faster pace,
shortening decision timeframes. Greater access to the executive
team resulted in more engaged employees.
With an updated network and a single platform to manage,
Mary’s IT team delivered a consistent video experience – the
team now meets face-to-face from the boardroom, their home
offices, and on the road. While travel costs were reduced as a
result, her executives also spent more time with employees,
customers, and their families. Happy executives, engaged users,
and delighted clients were exactly what Mary was shooting for.
Mary
CEO

A Day in the Life – CEO Tomorrow’s
Transformation
Mary
CEO
Target Customer
Of course, Mary has her sights set on the bigger picture, starting at
her customer’s experience. She plans to extend the UC&C
experience into her contact center to start. As Deltech agents
receive calls, they will have immediate access to the rest of the
organization through their UC&C platform – getting real-time answers
from tier 2 and 3 support, engaging sales faster, and bringing key
resources into calls based on their availability.
Her next step is to extend the UC&C platform directly into the
customer portal – integrating chat, voice, and video into her sales
and support websites. Key customers may even get their own
customized support portal, connecting them directly to their account
and support teams (when they are available, of course), completely
bypassing the contact center – a big differentiator for Deltech!
Mary also sees an opportunity to transform her supply chain
management process, by “communication-enabling” inventory,
purchase, and shipping workflows. With advanced IoT integration, a
range of sensors and management systems will send detailed
messages with approval links from the factory to the right Deltech
resources – when and where they are available. Add an army of
intelligent bots, and Mary thinks much of Deltech’s manual process
can be automated – with managers reviewing, rather than
approving, action that has already been taken.

About Tata Communications
Tata Communications’ UCaaS services, including
Cisco Powered solutions and Microsoft-based
cloud solutions, simplify your users’ collaboration
experience while relieving them of complex UC
management tasks.
Our innovative solutions in SD-WAN, UC, and
Mobility help deliver an integrated experience
across access and collaboration that the
customer expects.
Click here to learn more and continue the digital
transformation discussion.

Wainhouse Research, www.wainhouse.com, is an independent analyst firm that focuses on critical issues in Unified Communications and
Collaboration (UC&C). The company conducts multi-client and custom research studies, consults with end users on key implementation issues,
publishes white papers and market statistics, and delivers public and private seminars as well as speaker presentations at industry group meetings.
Bill Haskins is a Senior Analyst at Wainhouse Research with a strategic focus on unified communications products and services. Bill
has over 15 years of experience supporting, delivering, and designing converged Collaboration services in a global
communications environment. He has authored multiple white papers and articles detailing the keys to a successful UCC
implementation and delivered various UCC presentations, highlighting his experience integrating Collaboration solutions into
business process and enterprise applications. He can be reached at bhaskins@wainhouse.com.
About Wainhouse Research
About the Authors
The information contained herein has been obtained from sources believed to be reliable. Wainhouse Research shall have no liability for errors, omissions or inadequacies in the information contained herein
or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.
Caroline Tingley is a Research Associate at Wainhouse Research. Caroline works on both qualitative and quantitative studies for
Wainhouse with a specialty focus on consumer insight.

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