NETSCOUT Research Finds 97% of Enterprises Experienced Major UCaaS-Related Outages in 2023
Outages Can Cost up to
One significant finding is that nearly all enterprises (97%) experienced at least one major UCaaS incident or outage in 2023, lasting at least a few hours and affecting broad functionality, with 64% of respondents estimating associated losses of at least
Additional findings include:
- Enterprises with remote sites like branch offices, warehouses, factories, satellite campuses, healthcare clinics, and retail locations are more heavily impacted by increased complexity, with more than 75% of help desk tickets requiring at least a few hours to resolve.
- AI features are important to IT decision-makers when selecting new UCaaS platforms, especially AI prioritization of messages by urgency, AI-editing for spelling/grammar, and AI-generated text summaries of voice messages/calls.
- 51% of enterprises experienced at least four major UCaaS-related outages in the past year.
- UCaaS platforms were responsible for most help desk tickets among 37% of those surveyed, with 55% of respondents stating that it typically takes their IT organization a few hours to resolve issues.
- UCaaS platforms represent a significant percentage of overall SaaS adoption, with most organizations (59%) now supporting at least six or more UCaaS tools and applications and 10 or more SaaS tools and applications.
- 76% of companies increased the number of SaaS tools and applications they used over the past year.
“When essential platforms experience widespread and persistent outages, the disruption interrupts critical business operations and can lead to substantial financial losses,” said
Using NETSCOUT nGenius Enterprise Performance Management, IT organizations can standardize operations around a single platform, foster greater productivity, address remote site blind spots, and minimize time to resolution as issues arise.
Between January and
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