Half of all helpdesk tickets relate to UC&C issues

2021-12-21 04:00

UC&C-related helpdesk tickets are rising, representing a growing strain on IT and employee productivity.

Among 43% of the organizations surveyed, over half of all helpdesk tickets relate to UC&C issues.

93% of senior IT leaders say they are concerned technical challenges with UC&C platforms, including tools like Microsoft Teams, Zoom, Slack, Cisco Webex, and Google Meet, may temporarily impact productivity within their organizations.

Additional findings 56% of UC&C helpdesk tickets take a few hours to resolve, and one-in-four organizations troubleshoot multiple UC&C-related tickets per day.

IT professionals using tools, applications, and software to pinpoint potential network issues or security problems impacting UC&C applications have doubled year over year.

"The research shows that while UC&C platforms remain critical for organizations, growing pains continue." said Michael Szabados, COO, NETSCOUT. "Employees remain plagued with technical challenges that limit their productivity even as IT teams are under additional strain to diagnose and resolve these issues in a timely fashion. Organizations need intelligent, packet-based monitoring solutions that allows IT teams to see performance problems across complex hybrid work environments to better triage, support, and quickly extinguish root causes."

News URL

https://www.helpnetsecurity.com/2021/12/21/use-ucc-platforms/