Benefits of UC are Clear ... But How Do You Measure Them?

IDC Research Manager for VoIP William Stofega hit a key point in this recent article in Business Technology Quarterly. "The benefits of unified communications are clear - you communicate more efficiently, stay in closer contact with customers and key members of your organization, and hopefully sell more products. But enterprises must take the time to measure the gains in productivity that a UC deployment brings to the table."

We couldn't agree more. It's a refrain we hear often enough that it's in the User BIll of Rights and, currently, in the roadmap for Streamline.

But the question remains: what's the best way to measure the gains in productivity?  Measuring decreases in "human latency" when UC gets the right people collaborating and making decisions more quickly? Improved response time to customers (which may be another way to measure the same thing)?  We hope our next chat with Will will help us codify what the best measurement strategy might be. 

If you have some ideas, we'd love to hear your comments.