Conclusion: Building a business case for Unified Communications is currently more of an art than a science. Traditional Return on Investment (ROI) models are now inapplicable unless arbitrary values are placed on intangible benefits. However, the difficulty of building a business case for UC does not mean that there is none – just that we need to view (and measure) UC’s benefits in accordance with the stage of maturity of the technology’s adoption. Paradoxically, as UC evolves past its current human-to-human model over the next decade, we will be able to switch back to using formal ROI models.

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Joseph Sweeney

About The Advisor

Joseph Sweeney

Dr. Joseph Sweeney is an IBRS advisor specialising in the areas of workforce transformation and the future of work, including; workplace strategies, end-user computing, collaboration, workflow and low code development, data-driven strategies, policy, and organisational cultural change. He is the author of IBRS’s Digital Workspaces methodology. Dr Sweeney has a particular focus on Microsoft, Google, AWS, VMWare, and Citrix. He often assists organisations in rationalising their licensing spend while increasing workforce engagement. He is also deeply engaged in the education sector. Joseph was awarded the University of Newcastle Medal in 2007 for his studies in Education, and his doctorate, granted in 2015, was based on research into Australia’s educational ICT policies for student device deployments.