2024 Study Highlights the Impact of Poor Employee Collaboration on Business Success
A recent study by Forrester Consulting, commissioned by Vonage, reveals the significant impact of poor internal collaboration on business performance. 49% of respondents reported that poor collaboration negatively affected customer experience, while 40% noted reduced employee productivity. The study highlights that businesses are seeking integrated communications solutions to improve efficiency, enhance customer experiences, and reduce costs.
Key findings include:
- 38% of businesses lost customers due to ineffective internal collaboration
- 53% aim to improve operational efficiency and productivity
- 48% seek to reduce costs
- 45% state current collaboration tools require more time and money to maintain
The study suggests that cloud-based solutions like UCaaS and CCaaS can help businesses overcome these challenges by providing multiple communication channels under a single vendor platform.
Un recente studio condotto da Forrester Consulting, commissionato da Vonage, rivela l'impatto significativo della scarsa collaborazione interna sulle performance aziendali. Il 49% dei rispondenti ha riportato che una cattiva collaborazione ha avuto un effetto negativo sull'esperienza del cliente, mentre il 40% ha notato una riduzione della produttività dei dipendenti. Lo studio sottolinea che le aziende cercano soluzioni di comunicazione integrate per migliorare l'efficienza, migliorare l'esperienza dei clienti e ridurre i costi.
I risultati principali includono:
- Il 38% delle aziende ha perso clienti a causa di una collaborazione interna inefficace
- Il 53% mira a migliorare l'efficienza operativa e la produttività
- Il 48% cerca di ridurre i costi
- Il 45% afferma che gli attuali strumenti di collaborazione richiedono più tempo e denaro per la manutenzione
Lo studio suggerisce che soluzioni basate sul cloud come UCaaS e CCaaS possono aiutare le aziende a superare queste sfide fornendo più canali di comunicazione sotto un'unica piattaforma fornitrice.
Un estudio reciente de Forrester Consulting, encargado por Vonage, revela el impacto significativo de la mala colaboración interna en el rendimiento empresarial. El 49% de los encuestados informó que la mala colaboración afectó negativamente la experiencia del cliente, mientras que el 40% notó una reducción en la productividad de los empleados. El estudio destaca que las empresas están buscando soluciones de comunicación integradas para mejorar la eficiencia, enriquecer la experiencia del cliente y reducir costos.
Los hallazgos clave incluyen:
- El 38% de las empresas perdió clientes debido a una colaboración interna ineficaz
- El 53% busca mejorar la eficiencia operativa y la productividad
- El 48% busca reducir costos
- El 45% afirma que las herramientas de colaboración actuales requieren más tiempo y dinero para su mantenimiento
El estudio sugiere que las soluciones basadas en la nube, como UCaaS y CCaaS, pueden ayudar a las empresas a superar estos desafíos al proporcionar múltiples canales de comunicación bajo una sola plataforma de proveedor.
Forrester Consulting이 Vonage의 의뢰로 실시한 최근 연구에 따르면, 내부 협업 부족이 비즈니스 성과에 미치는 심각한 영향을 보여줍니다. 응답자의 49%가 협업 부족이 고객 경험에 부정적인 영향을 미쳤다고 보고했습니다, 반면 40%는 직원 생산성 감소를 언급했습니다. 이 연구는 기업들이 효율성을 높이고 고객 경험을 향상시키며 비용을 줄이기 위해 통합 커뮤니케이션 솔루션을 모색하고 있음을 강조합니다.
주요 발견 사항은 다음과 같습니다:
- 38%의 기업이 비효율적인 내부 협업으로 고객을 잃었습니다
- 53%는 운영 효율성과 생산성을 향상시키려 합니다
- 48%는 비용 절감을 원합니다
- 45%는 현재의 협업 도구가 유지 관리에 더 많은 시간과 비용이 필요하다고 말합니다
이 연구는 UCaaS와 CCaaS와 같은 클라우드 기반 솔루션이 여러 커뮤니케이션 채널을 단일 공급업체 플랫폼에서 제공하여 기업이 이러한 문제를 극복하는 데 도움을 줄 수 있다고 제안합니다.
Une étude récente de Forrester Consulting, commandée par Vonage, révèle l'impact significatif d'une mauvaise collaboration interne sur les performances des entreprises. 49 % des répondants ont indiqué que la mauvaise collaboration avait un effet négatif sur l'expérience client, tandis que 40 % ont noté une baisse de la productivité des employés. L'étude souligne que les entreprises recherchent des solutions de communication intégrées pour améliorer l'efficacité, enrichir l'expérience client et réduire les coûts.
Les principaux résultats incluent :
- 38 % des entreprises ont perdu des clients en raison d'une collaboration interne inefficace
- 53 % visent à améliorer l'efficacité opérationnelle et la productivité
- 48 % cherchent à réduire les coûts
- 45 % affirment que les outils de collaboration actuels nécessitent plus de temps et d'argent pour leur maintenance
L'étude suggère que des solutions basées sur le cloud, comme UCaaS et CCaaS, peuvent aider les entreprises à surmonter ces défis en fournissant plusieurs canaux de communication sous une seule plateforme fournisseur.
Eine aktuelle Studie von Forrester Consulting, beauftragt von Vonage, zeigt die erheblichen Auswirkungen von mangelhafter interner Zusammenarbeit auf die Unternehmensleistung. 49% der Befragten berichteten, dass schlechte Zusammenarbeit die Kundenerfahrung negativ beeinflusst hat, während 40% eine verringerte Mitarbeiterproduktivität feststellten. Die Studie hebt hervor, dass Unternehmen integrierte Kommunikationslösungen suchen, um die Effizienz zu steigern, die Kundenerfahrungen zu verbessern und die Kosten zu senken.
Wichtige Ergebnisse sind:
- 38% der Unternehmen haben aufgrund ineffektiver interner Zusammenarbeit Kunden verloren
- 53% streben an, die betriebliche Effizienz und Produktivität zu verbessern
- 48% möchten die Kosten senken
- 45% geben an, dass die aktuellen Zusammenarbeitstools mehr Zeit und Geld für die Pflege benötigen
Die Studie legt nahe, dass cloudbasierte Lösungen wie UCaaS und CCaaS Unternehmen helfen können, diese Herausforderungen zu bewältigen, indem sie mehrere Kommunikationskanäle unter einer einzigen Anbieterplattform bereitstellen.
- Vonage's Forrester study identifies market demand for integrated communication solutions
- 53% of businesses aim to improve operational efficiency and productivity
- Cloud-based solutions like UCaaS and CCaaS offer potential for improved collaboration and cost savings
- 49% of businesses report poor collaboration negatively impacting customer experience
- 40% of respondents note reduced employee productivity due to poor internal collaboration
- 38% of businesses lost customers due to ineffective internal collaboration
- 45% state current collaboration tools require more time and money than expected
Insights
This study highlights a critical issue in business operations: poor internal collaboration significantly impacts customer experience, productivity and profitability. The data shows that
For Ericsson (ERIC), which owns Vonage, this presents both a challenge and an opportunity. The market demand for integrated communications solutions is clear, with
However, the study also reveals that
Investors should watch for Ericsson's ability to capitalize on this market need through Vonage's solutions, potentially driving growth in their enterprise communications segment.
The study underscores a significant shift in the enterprise communications landscape. With
For Ericsson (ERIC), Vonage's parent company, this presents a strategic opportunity. The demand for unified UCaaS and CCaaS solutions aligns perfectly with Vonage's product offerings, particularly Vonage Fusion. This could potentially drive increased adoption and revenue growth in Ericsson's enterprise segment.
However, the market is competitive and success will depend on Ericsson's ability to differentiate Vonage's solutions. The emphasis on single-vendor platforms for reliability, security and cost-effectiveness could give Ericsson an edge, leveraging its telecommunications expertise alongside Vonage's cloud communications capabilities.
Investors should monitor Ericsson's execution in this space, as it could significantly impact the company's future growth trajectory and market position in enterprise communications.
Business leaders share insight into what they need to better communicate and collaborate internally and externally
According to the findings, when asked how poor internal collaboration experiences impact their business:
49% of respondents found that it has negatively impacted their customer experience40% say it has reduced employee productivity38% reported that ineffective internal collaboration actually costs them business.
When asked about business goals,
This new data serves as a wake-up call for organizations to reevaluate their collaboration strategies and invest in resources that will strengthen internal teamwork and communication. Fostering a culture of open communication and utilizing integrated collaboration and communications technologies is crucial to enhance employee engagement and drive business objectives.
The study notes that solutions do exist on the market today, but it's crucial for businesses to find the right partner with the right solutions. Organizations can turn to cloud-based communication solutions, like Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). These offerings provide access to multiple communications channels such as voice, video, chat and SMS, to increase productivity and customer experience, all under a single vendor platform.
As decision-makers are searching for more cost-effective and better-performing solutions to upgrade their current siloed capabilities, there is both an appetite and intent to connect their UCaaS and CCaaS solutions.
"The landscape of work is evolving, and companies must recognize that seamless collaboration is no longer a luxury but a necessity to thrive in today's competitive market," stated Joy Corso, Chief Marketing Officer for Vonage. "Businesses are looking for communications solutions to enable better collaboration, productivity, and internal and external engagement."
Corso continues, "Unfortunately, we've found that
Businesses can read the full results of the Forrester Consulting study for more insights and take an interactive quiz on how to unlock the value of combined communications.
Source: Have your UCaaS/CCaaS Cake, And Eat It, Too; Combine Core Technologies To Unlock Better Value, Security, and Quality of Communications - A Forrester Consulting Thought Leadership paper commissioned by Vonage, June 2024
About Vonage
Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage's fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.
Vonage is headquartered in
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SOURCE Vonage
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