Staff issues with unified communications and collaboration (UC&C) tools are responsible for over 50% of all helpdesk tickets at many large companies, according to research.
Cyber security and service assurance vendor NETSCOUT questioned 300 IT decision makers in the US and Canada at companies with more than US$1bn in revenue, and found that 93 percent have increased their use of UC&C platforms since the start of the pandemic.
But again, 93 percent are concerned that “technical challenges are impacting productivity”.
Among 43 percent of the organisations surveyed, over half of all helpdesk tickets relate to UC&C issues.
Device configuration, screen sharing challenges and maintenance/updates are the most common UC&C tickets received by IT. In addition, about one-third of organisations frequently get reports of poor video quality, delays, poor audio quality and the inability to log into UCaaS services.
“The research shows that while UC&C platforms remain critical for organisations, growing pains continue,” said Michael Szabados, chief operating officer at NETSCOUT.
