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Research reveals need for organisations to modernise business communications to support

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Mitel has revealed the findings of its recent hybrid work survey, offering insights from 1,361 organisations across Australia, France, Germany, UK and the US. The results explore modern communications solutions and how these are vital for business success and takes a look at why organisations must invest more in modernisation to adequately support hybrid work.

Mitel, a global leader in business communications, has shared the findings of a business communications research survey conducted by analyst research firm, Techaisle, which unveils crucial insights into the wide-ranging needs of organisations seeking to modernise their business communications to support hybrid work. The research was conducted in the Australian, French, German, UK and US markets across industries that include construction, finance, healthcare, hospitality, manufacturing, IT, professional services, retail/wholesale, telecom, transportation and utilities.

The research, which includes trends, similarities and differences in attitudes regarding business communications in increasingly ‘hybrid-first’ work environments where organisations now permanently operate with a mix of on-site and remote workforce, found several critical common takeaways that apply across industries.

Organisations must invest more in modernising to support hybrid work

The survey found that, despite initial responses to the pandemic, organisations have a long way to go to support remote work adequately. UK organisations expect that 44% of their workforce will work from home 3–4 days a week on an ongoing basis and 20% will work from home exclusively. Yet just 8% of UK organisations reported having a hybrid-first mindset when making organisational and operational decisions. Under half (43%) of UK organisations possess only basic hybrid work capabilities when it comes to technology and tools that enable effective collaboration between remote and in-office employees. On the flip side, 75% of employees agree that better communication and collaboration tools help them do their job better. Yet just 33% of organisations in the UK reported having mature remote work practices with advanced communication and collaboration tools.

Organisations want to modernise through convenient, flexible UC solutions

Despite the early-stage support of consistent hybrid work practices and tools, an overwhelming 83% of UK organisations recognise their importance, believing that modern communications are vital to business success. But organisations don’t want just any solution. A large number (69%) of organisations surveyed want to invest in multi-purpose communication and collaboration technology rather than single-purpose, dedicated devices – effectively reinforcing the value of robust Unified Communications (UC) platforms. According to survey respondents, the right UC solutions allow for flexibility, include a breadth of features and integrate well with other technology solutions such as office suites, project management and CRM solutions, making them ideally suited for a hybrid work environment.

Organisations in the UK also want convenient ways to purchase modern UC solutions. When it comes to on-prem UC specifically, 38% of UK organisations prefer to purchase UC solutions as a capital expenditure (CapEx), while 35% prefer an operational expenditure model (OpEx). UC providers who offer flexible purchase models, including services by subscription, are better positioned to attract organisations wanting to modernise their communications.

A need to bridge the employer-employee divide by prioritising mental health and wellness

As ‘the Great Resignation’ continues to play out, 50% of employees in the UK expressed worry about work-life conflict compared with just 23% of employers. Further, 32% of employees cited concerns about loneliness while working remotely, while 27% of employers expressed the same concern. And while 50% of organisations reported having a continuous feedback and assessment process to gather employee feedback, 23% still do not have an employee feedback mechanism in place. While there is still much more to explore in closing this gap between employee and employer perceptions, Techaisle’s research suggests that increased investments in modern UC solutions can be a catalyst for more efficient work and seamless connections between employees, employers, and co-workers and help alleviate stress and fuel engagement.

“As Techaisle’s research finds, organisations are not investing sufficiently in hybrid and remote work tools and resources to effectively meet the needs of a rapidly evolving hybrid-first business environment,” said Anurag Agrawal, Founder and Chief Global Analyst at Techaisle. “The complexities of choice and deployment, economic uncertainties and the need to quickly adapt to changing conditions present enormous challenges for organisations seeking to modernise and equally enormous opportunities for unified communications providers to support customers in that process. Based on our research, providers who offer comprehensive customer life cycle management designed to evolve as their clients’ needs evolve have a winning strategy.”        

“Techaisle’s latest research underscores the urgent need for organisations to modernise their communications experiences in ways that will help employees and customers thrive in the era of hybrid work,” said Daren Finney, Senior Vice President, Global Channels at Mitel. “However, with the amount of persistent change organisations are facing and needs that vary greatly from one organisation to the next, it can be challenging to figure out how to successfully navigate the modernisation process. Mitel’s business strategy is rooted in comprehensive customer life cycle management that gives organisations of varying sizes and industries the choice, flexibility, future-proofing and support they need to win over employees and customers long term.”

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