{"id":12077,"date":"2009-03-11T03:36:25","date_gmt":"2009-03-11T03:36:25","guid":{"rendered":"https:\/\/www.sisinternational.com\/smb-communications-pain-study-white-paper-uncovering-the-hidden-cost-of-communications-barriers-and-latency\/"},"modified":"2026-01-26T17:41:35","modified_gmt":"2026-01-26T22:41:35","slug":"livre-blanc-dune-etude-sur-la-douleur-des-communications-des-pme-revelant-le-cout-cache-des-barrieres-et-de-la-latence-des-communications","status":"publish","type":"post","link":"https:\/\/www.sisinternational.com\/fr\/livre-blanc-dune-etude-sur-la-douleur-des-communications-des-pme-revelant-le-cout-cache-des-barrieres-et-de-la-latence-des-communications\/","title":{"rendered":"Livre blanc de l&#039;\u00e9tude sur la douleur li\u00e9e aux communications des PME"},"content":{"rendered":"<h2 class=\"wp-block-heading\">D\u00e9couvrir le co\u00fbt cach\u00e9 des barri\u00e8res de communication et de la latence<\/h2>\n\n\n\n<figure class=\"gb-block-image gb-block-image-9e5c712d\"><img loading=\"lazy\" decoding=\"async\" width=\"1456\" height=\"816\" class=\"gb-image gb-image-9e5c712d\" src=\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Strategy-consulting-15.jpg\" alt=\"\u00c9tudes de march\u00e9 et strat\u00e9gie internationales SIS\" title=\"Strategy consulting (15)\" srcset=\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Strategy-consulting-15.jpg 1456w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Strategy-consulting-15-300x168.jpg 300w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Strategy-consulting-15-1024x574.jpg 1024w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Strategy-consulting-15-768x430.jpg 768w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Strategy-consulting-15-18x10.jpg 18w\" sizes=\"auto, (max-width: 1456px) 100vw, 1456px\"><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity is-style-dots\"\/>\n\n\n\n<p>The following white paper outlines the findings of a study sponsored by Siemens Communications and prepared by SIS International Research. It discusses and quantifies the hidden cost of communications barriers and latency that small and medium-sized businesses in 8 different countries, across 8 different verticals, and up to 400 employees experience in their daily business activities.<\/p>\n\n\n\n<p>This white paper will demonstrate the inherent need for Siemens Enterprise Communications&#8217; SMB unified communications solutions.<\/p>\n\n\n\n<p><strong>R\u00e9sum\u00e9 ex\u00e9cutif<\/strong><\/p>\n\n\n\n<p>An SMB with 100 employees could be leaking a staggering $524,569 annually as a result of communications barriers and latency. Communications barriers and latency surrounding everyday business process and collaboration are referred to as, \u201ccommunications pain\u201d. Not addressing these everyday communications pains leads to increased operating costs, unsatisfied customers, and impaired competitive advantage. Siemens commissioned a study performed by <a href=\"https:\/\/www.sisinternational.com\/fr\/contacter-sis-etude-de-marche-internationale\/\" title=\"Contactez-nous\"  data-wpil-monitor-id=\"8820\">Recherche internationale SIS<\/a> to uncover the real costs to small and medium businesses (SMBs) around the globe.<\/p>\n\n\n\n<p><strong>Les principales conclusions de l\u2019\u00e9tude comprennent\u00a0:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>SMBs and LEs experience similar communications pain<\/li>\n\n\n\n<li>Communications barriers and latency are widespread<\/li>\n\n\n\n<li>Communications pain is costly for SMBs<\/li>\n\n\n\n<li>Addressing communications inefficiencies is a high priority for SMBs<\/li>\n\n\n\n<li>Evolving business environment is driving mobility among SMBs<\/li>\n\n\n\n<li>SMB mobility is driving the need for improved communications solutions<\/li>\n\n\n\n<li>Fragmented and varied technologies limit communication efficiency<\/li>\n\n\n\n<li>Unified communications is taking root with SMBs<\/li>\n<\/ul>\n\n\n\n<p><strong>Arri\u00e8re-plan<\/strong><\/p>\n\n\n\n<p>Siemens Enterprise Communications est un leader mondial des communications unifi\u00e9es. Ils ont command\u00e9 plusieurs \u00e9tudes sur le th\u00e8me des barri\u00e8res \u00e0 la communication, notamment celles r\u00e9alis\u00e9es par Forrester, SQM Research, BaseX Research, Aberdeen Research et Insignia Research.<\/p>\n\n\n\n<p>Unified communications (UC) and mobility are emerging solutions areas in SMB communications. The promise of UC is to make communications technology seamless, easy, and cost-effective via Internet Protocol. The promise of mobility will speed the nature of communications. Many large enterprises have been evaluating and adopting these technologies to improve business processes, reduce costs, and increase customer satisfaction.<\/p>\n\n\n\n<p>Unlike previous studies, this study was designed to explore and quantify communication difficulties experienced specifically by small to medium-sized businesses (SMBs) of up to 400 employees. This has allowed us to understand the pain points, delays, and costs experienced by SMBs. Further, we were able to uncover that, like large enterprises, SMBs are seeking solutions to communications latency and to improve communications for mobile employees.<\/p>\n\n\n\n<p><strong>Objectifs<\/strong><\/p>\n\n\n\n<p><span style=\"text-decoration: underline;\">Cette \u00e9tude est con\u00e7ue pour r\u00e9pondre \u00e0 quatre objectifs principaux\u00a0:<\/span><br>1. Comparez les probl\u00e8mes de communication entre les petites et moyennes entreprises et les grandes entreprises\u00a0;<br>2. Examiner les obstacles aux communications et la latence entourant l&#039;alignement des processus et la collaboration\u00a0;<br>3. Examiner l&#039;utilisation actuelle et l&#039;int\u00e9r\u00eat des technologies non traditionnelles par les PME\u00a0;<br>4. Comprendre comment les communications unifi\u00e9es peuvent aider les PME \u00e0 am\u00e9liorer leurs processus et leurs co\u00fbts gr\u00e2ce \u00e0 des communications am\u00e9lior\u00e9es.<\/p>\n\n\n\n<p><strong>M\u00e9thodologie<\/strong><\/p>\n\n\n\n<p>Telephone surveys of 513 respondents were conducted from September through November 2008. Contacts were managed to achieve balance across three key segments: employee size, industry vertical, and country.<\/p>\n\n\n\n<p>REMARQUE\u00a0: Les nombres utilis\u00e9s dans les figures, tableaux et diagrammes de ce livre blanc ont \u00e9t\u00e9 arrondis et peuvent ne pas toujours correspondre \u00e0 100%.<\/p>\n\n\n\n<p><strong>Profil des r\u00e9pondants<\/strong><\/p>\n\n\n\n<p>Les entreprises interrog\u00e9es \u00e9taient situ\u00e9es dans l&#039;un des huit pays de trois des principales zones \u00e9conomiques mondiales : les \u00c9tats-Unis, l&#039;Europe occidentale et trois des pays BRIC. Plus pr\u00e9cis\u00e9ment, les pays inclus dans l&#039;enqu\u00eate sont\u00a0: le Br\u00e9sil, la France, l&#039;Allemagne, l&#039;Inde, l&#039;Italie, la Russie, les \u00c9tats-Unis (US) et le Royaume-Uni (UK).<\/p>\n\n\n\n<p><span style=\"text-decoration: underline;\">Les entreprises identifi\u00e9es pour participer \u00e0 l&#039;enqu\u00eate appartiennent \u00e0 l&#039;un des huit secteurs verticaux\u00a0: <\/span>les communications, la finance, les soins de sant\u00e9, les assurances, la fabrication, les services professionnels aux entreprises, l&#039;immobilier et le commerce de gros ou de d\u00e9tail.<\/p>\n\n\n\n<p>For this study, Communications refers to a collection of communications-related professions including computer technology and hardware and software development. Similarly, Professional Business Services refers to a collection of professions, including accounting, consulting, and legal business services. Finally, care was taken to ensure respondents within the Healthcare vertical were employees of non-government healthcare-related businesses.<\/p>\n\n\n\n<p>All respondents were knowledge workers in small to medium-sized businesses of up to 400 employees. This document makes use of the terms \u201cknowledge worker\u201d and \u201cemployee\u201d. For this document, a knowledge worker is defined as an employee who primarily utilizes information\/knowledge to accomplish work tasks. Knowledge workers include resources that regularly leverage communications technology and are in roles such as management, information technology, customer service, and <a href=\"https:\/\/www.sisinternational.com\/fr\/solutions\/etude-de-marche-des-ventes-aux-entreprises-b2b\/\" title=\"\u00c9tude de march\u00e9 sur les ventes aux entreprises B2B\"  data-wpil-monitor-id=\"8826\">sales and marketing<\/a>. \u201cEmployee\u201d refers to all employees of an organization, regardless of their role or use of communications technology.<\/p>\n\n\n\n<p><strong>Taux de r\u00e9mun\u00e9ration<\/strong><\/p>\n\n\n\n<p>Les informations salariales ont \u00e9t\u00e9 recueillies sur www.salary.com pour les travailleurs du savoir dans chacun des huit secteurs verticaux dans chacun des huit pays examin\u00e9s. Les donn\u00e9es rapport\u00e9es par cette source n&#039;incluent pas le co\u00fbt des prestations, c&#039;est pourquoi un 30% standard a \u00e9t\u00e9 ajout\u00e9 pour tenir compte de ces co\u00fbts. Aux fins du pr\u00e9sent rapport, les taux de r\u00e9mun\u00e9ration sont indiqu\u00e9s en dollars am\u00e9ricains et bas\u00e9s sur les taux de change en vigueur au 1er d\u00e9cembre 2008.<\/p>\n\n\n\n<p><span style=\"font-size: 200%;\">Principales conclusions<\/span><\/p>\n\n\n\n<p>This study was <a href=\"https:\/\/www.sisinternational.com\/fr\/solutions\/solutions-de-recherche-qualitative-et-quantitative\/societes-de-conception-detudes-de-marche\/\" title=\"Soci\u00e9t\u00e9 de recherche en conception\"  data-wpil-monitor-id=\"8823\">designed to build upon research<\/a> and findings from a communications pain study conducted on behalf of Siemens Enterprise Communications by Insignia Research in 2007. <a href=\"https:\/\/www.sisinternational.com\/fr\/paque-de-paques-et-linevitable-lapin-en-chocolat\/\" title=\"\u00c9tude de march\u00e9 de P\u00e2ques\"  data-wpil-monitor-id=\"8822\">SIS International Research\u2019s<\/a> analysis of the Insignia data looked at the relative importance of the ten pain points across small to medium businesses (SMBs) and large enterprises (LEs). As shown in the table below, the cost in USD per knowledge worker per year was used to determine the relative ranking of pain points.<\/p>\n\n\n\n<p>Various communications barriers and latency surrounding process alignment and collaboration can be called communications pain. Coordinating communications between team members, juggling multiple means of communication, and handling unscheduled or low-priority communications that disrupt the flow of work are all types of communications pain experienced by SMBs. Individually and collectively, these various types of communication barriers are referred to as pain points.<\/p>\n\n\n\n<p><strong>Les PME et les GE connaissent des difficult\u00e9s de communication similaires<\/strong><br>While differences in productivity cost exist in absolute dollar terms and in the relative ranking of individual pain points between SMBs and LEs, the top five pain points are the same. Waiting for information, unwanted communications, inefficient coordination, barriers to collaboration, and customer complaints were the five most expensive pain points for both groups. Further, the cumulative annual cost of the status quo for these five pain points was not significantly different between SMBs at $35,196 and LEs at $36,443 per knowledge worker per year. This is based on the time spent addressing these pain points and an average hourly compensation rate of $37.<\/p>\n\n\n\n<p><strong>Les barri\u00e8res de communication et la latence sont r\u00e9pandues <\/strong><\/p>\n\n\n\n<p>In the 2008 study, SMB respondents were asked to tell us about their experience and that of their colleagues with each of the top five communications pain points. On average, 70% of respondents said they have experienced these pain points. The respondents also stated that they spend, on average, a total of 17.5 hours per week addressing them.<\/p>\n\n\n\n<p><strong>Coordination inefficace <\/strong><br>68% of respondents stated that they experience difficulty coordinating communications between team members, which affects a team\u2019s ability to respond quickly to time-sensitive customer requests. Further, they spend an average of 3.7 hours per week attempting to coordinate communications between team members, hindering a team\u2019s efficiency in moving towards goals and deadlines.<\/p>\n\n\n\n<p><strong>En attente d&#039;informations<\/strong><br>68% of all respondents experience work delays while waiting for information from others that they have attempted to reach live multiple times using multiple methods. The average delay is 3.5 hours per week per knowledge worker. This is a considerable amount of time to spend before making progress on a particular task, which could negatively affect critical business processes.<\/p>\n\n\n\n<p><strong>Communications ind\u00e9sirables <\/strong><br>Les communications ind\u00e9sirables, notamment les appels peu prioritaires et les messages vocaux, constituent le probl\u00e8me le plus fr\u00e9quemment rencontr\u00e9 par le groupe interrog\u00e9. 77% des personnes interrog\u00e9es ont d\u00e9clar\u00e9 consacrer deux heures ou plus par semaine \u00e0 traiter des communications ind\u00e9sirables. Ces interruptions cr\u00e9ent des distractions et perturbent le flux de travail, entra\u00eenant une baisse de productivit\u00e9 et des d\u00e9lais non respect\u00e9s.<br><strong><br>Les plaintes des clients<\/strong><br>74% de tous les r\u00e9pondants ont d\u00e9clar\u00e9 qu&#039;ils passaient en moyenne 3,3 heures par semaine \u00e0 traiter les commentaires n\u00e9gatifs ou les plaintes des clients, notamment parce que le client n&#039;\u00e9tait pas en mesure de les joindre \u00e0 temps. M\u00eame si une perte de productivit\u00e9 du 8% est en soi importante, le co\u00fbt r\u00e9el de l&#039;insatisfaction des clients est s\u00fbrement bien plus \u00e9lev\u00e9.<\/p>\n\n\n\n<p><strong>Obstacles \u00e0 la collaboration<\/strong><br>61% of respondents find difficulty in establishing collaboration sessions with colleagues. Further, they spend an average of 3.3 hours per week attempting to address issues of inaccessibility, or other communication-tool-based lack of full collaboration with colleagues.<\/p>\n\n\n\n<p>Consid\u00e9rez que 40% de la semaine de travail sont perdus \u00e0 cause de ces inefficacit\u00e9s de communication et que la majorit\u00e9 des personnes interrog\u00e9es occupent des postes en contact avec les clients et dans la prise de d\u00e9cision. L\u2019impact n\u00e9gatif sur les processus m\u00e9tier critiques, les nouveaux revenus et la satisfaction client devient douloureusement \u00e9vident.<\/p>\n\n\n\n<p><span style=\"font-size: 200%;\">Les probl\u00e8mes de communication co\u00fbtent cher aux PME <\/span><\/p>\n\n\n\n<p>Le co\u00fbt cumul\u00e9 du statu quo d\u00fb aux pertes de productivit\u00e9 r\u00e9sultant des obstacles aux communications a \u00e9t\u00e9 estim\u00e9 \u00e0 $26 041 par travailleur du savoir et par an. Cela a \u00e9t\u00e9 calcul\u00e9 en prenant en compte le temps pass\u00e9 \u00e0 traiter chaque probl\u00e8me avec le taux de r\u00e9mun\u00e9ration des travailleurs du savoir dans chacun des pays et secteurs verticaux interrog\u00e9s.<\/p>\n\n\n\n<p>When one considers that the respondents further estimated that an average of 20% of all employees within their companies similarly experience these pain points, the cost of the status quo for an SMB would amount to $5,246 per year per employee, assuming that 100% of the time reported addressing these issues is unproductive. Thus, for example, an SMB with 100 employees could be leaking a staggering $524,569 annually as a result of inefficiencies in communication.<\/p>\n\n\n\n<p><strong>Rem\u00e9dier aux inefficacit\u00e9s des communications est une priorit\u00e9 \u00e9lev\u00e9e pour les PME<\/strong><br>Les personnes interrog\u00e9es ont \u00e9t\u00e9 interrog\u00e9es sur la priorit\u00e9 pour leur entreprise de disposer de solutions de communication am\u00e9lior\u00e9es qui permettraient de r\u00e9soudre chacun des probl\u00e8mes. Il a \u00e9t\u00e9 demand\u00e9 aux r\u00e9pondants d&#039;\u00e9valuer une \u00e9chelle de 1 \u00e0 5, 1 repr\u00e9sentant \u00ab\u00a0Pas du tout une priorit\u00e9\u00a0\u00bb et 5, \u00ab\u00a0Une priorit\u00e9 extr\u00eamement \u00e9lev\u00e9e\u00a0\u00bb.<\/p>\n\n\n\n<p>Overall, 41% of respondents stated that having a system to reduce the time spent addressing all of these pain points is a very high priority for their businesses. Figure 3 illustrates that even in countries where the time spent per week addressing these pain points and the resultant cost of the status quo are relatively low, the priority for a solution is high.<\/p>\n\n\n\n<p>Par exemple, les PME de Russie et du Br\u00e9sil d\u00e9clarent consacrer le moins de temps \u00e0 r\u00e9soudre ces probl\u00e8mes et avoir le co\u00fbt le plus bas du statu quo. Cependant, la priorit\u00e9 accord\u00e9e \u00e0 la r\u00e9solution de ces probl\u00e8mes est \u00e9gale ou sup\u00e9rieure \u00e0 la moyenne mondiale.<\/p>\n\n\n\n<p>Time spent per week addressing communications issues varies by vertical from about 14 hours in Finance to almost 20 hours in Healthcare and Manufacturing. This variation can be attributed, in part, to the fact that certain verticals are characterized by highly transactional businesses. The transactional nature of a business drives up the frequency and severity of communications needs.<\/p>\n\n\n\n<p>For example, Wholesale\/Retail Trade, a vertical characterized by a high volume of low-value transactions, reports above-average frequency and severity of pain points. Conversely, Finance and Professional Business Services report lower than average frequency and severity of pain points, as they are better characterized by a lower volume of higher-value transactions.<\/p>\n\n\n\n<p>M\u00eame si le temps consacr\u00e9 \u00e0 r\u00e9soudre les probl\u00e8mes et le co\u00fbt du statu quo varient selon les secteurs verticaux, la priorit\u00e9 pour rem\u00e9dier \u00e0 ces inefficacit\u00e9s de communication est, \u00e0 quelques exceptions pr\u00e8s, tr\u00e8s \u00e9lev\u00e9e et \u00e9troitement regroup\u00e9e autour de la moyenne mondiale de 41%.<\/p>\n\n\n\n<p>\u00c0 mesure que le nombre d\u2019employ\u00e9s d\u2019une PME augmente, l\u2019entreprise est plus susceptible d\u2019accorder une plus grande priorit\u00e9 \u00e0 la r\u00e9solution des inefficacit\u00e9s des communications. Il y a un point d\u2019inflexion clair \u00e0 20 salari\u00e9s. La priorit\u00e9 accord\u00e9e par les PME de plus de 20 salari\u00e9s est sup\u00e9rieure de plus de 43% \u00e0 celle des entreprises de moins de salari\u00e9s.<\/p>\n\n\n\n<p>This correlation stands to reason as the utility of communications solutions increases exponentially with the number of users in the network. Causally, the time spent per week by knowledge workers in companies with over 20 employees is more than 50% higher than that of companies with fewer than 20 employees.<\/p>\n\n\n\n<p><strong>L\u2019\u00e9volution de l\u2019environnement commercial favorise la mobilit\u00e9<\/strong><br>L\u2019environnement des affaires \u00e0 l\u2019\u00e8re de l\u2019information continue d\u2019\u00e9voluer. \u00c0 mesure que cette \u00e9volution se produit, les entreprises\u00a0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Service customers over broader geographic areas;<\/li>\n\n\n\n<li>Must provide more information, better service, and improved collaboration;<\/li>\n\n\n\n<li>Must reduce response times and deliver goods, services, and information faster.<\/li>\n<\/ul>\n\n\n\n<p>Les petites et moyennes entreprises ne sont pas \u00e0 l\u2019abri de ces r\u00e9alit\u00e9s commerciales. En cons\u00e9quence, les employ\u00e9s des PME doivent \u00eatre accessibles, qu&#039;ils soient \u00e0 leur bureau au travail, qu&#039;ils travaillent au bureau, en r\u00e9union, sur la route ou qu&#039;ils travaillent \u00e0 domicile.<\/p>\n\n\n\n<p><strong>La forte mobilit\u00e9 des PME entra\u00eene le besoin de solutions de communication am\u00e9lior\u00e9es<\/strong><\/p>\n\n\n\n<p>Les employ\u00e9s des PME sont tr\u00e8s mobiles, avec plus de 501\u00a0TP3T de personnes interrog\u00e9es s&#039;identifiant comme travailleurs mobiles. De plus, 48% de ces r\u00e9pondants effectuent plus d&#039;un type de travail mobile.<\/p>\n\n\n\n<p>Overall, 76% of all mobile SMB respondents are on the road a lot, going out to meet clients, drumming up business, or talking to vendors. These mobile workers are road warriors. 64% are office roamers who are hardly at their desks; constantly roaming around the office for meetings or talking with colleagues. Finally, 27% work from home either occasionally or 100% of the time.<\/p>\n\n\n\n<p>In reviewing the survey results aggregated by country, two key clusters emerge. It appears that the underlying state of economic and infrastructure development of a country has a significant impact on the necessity and ability to enable a mobile workforce. Thus, the developed economies in Western Europe and the US exhibit higher levels of mobility relative to the emerging economies of <a href=\"https:\/\/www.sisinternational.com\/fr\/competence\/etude-de-marche-brique\/\" title=\"\u00c9tude de march\u00e9 BRIC (Br\u00e9sil, Russie, Inde et Chine)\"  data-wpil-monitor-id=\"8824\">Brazil and Russia<\/a>.<\/p>\n\n\n\n<p>Alors que l&#039;Inde est traditionnellement consid\u00e9r\u00e9e comme une \u00e9conomie \u00e9mergente, l&#039;accent mis par le pays sur le d\u00e9veloppement d&#039;une \u00e9conomie de l&#039;information a acc\u00e9l\u00e9r\u00e9 son utilisation d&#039;une main-d&#039;\u0153uvre mobile. De cette mani\u00e8re, l\u2019Inde se comporte davantage comme les pays d\u00e9velopp\u00e9s.<\/p>\n\n\n\n<p>In the aggregate, respondents estimated that 20% of their company employees are road warriors; 19% are office roamers, and 15% find occasion to work from home. Typically, this relationship holds within individual countries as well, with road warriors and office roamers being more prevalent than home workers.<\/p>\n\n\n\n<p>Les personnes interrog\u00e9es ont \u00e9t\u00e9 interrog\u00e9es sur la priorit\u00e9 pour leur entreprise de disposer de solutions de communication am\u00e9lior\u00e9es pour chacun des trois types de travailleurs mobiles, sur une \u00e9chelle de 1 \u00e0 5, 1 repr\u00e9sentant \u00ab\u00a0Pas du tout une priorit\u00e9\u00a0\u00bb et 5 repr\u00e9sentant \u00ab\u00a0Une priorit\u00e9 extr\u00eamement \u00e9lev\u00e9e\u00a0\u00bb.<\/p>\n\n\n\n<p>\u00c0 quelques exceptions pr\u00e8s, m\u00eame dans les pays o\u00f9 le pourcentage de travailleurs mobiles d&#039;un type particulier \u00e0 l&#039;\u00e9chelle de l&#039;entreprise est faible, les PME accordent une priorit\u00e9 \u00e9lev\u00e9e, voire tr\u00e8s \u00e9lev\u00e9e, \u00e0 l&#039;am\u00e9lioration des communications pour ces travailleurs mobiles.<\/p>\n\n\n\n<p><strong>Les technologies fragment\u00e9es et vari\u00e9es limitent l\u2019efficacit\u00e9 des communications <\/strong><br>Les PME utilisent de plus en plus les technologies de communication pour am\u00e9liorer leur productivit\u00e9 et innover. En outre, ils cherchent \u00e0 tirer parti des solutions permettant le travail mobile. Nous avons demand\u00e9 aux PME de nous indiquer les types de technologies de communication qu&#039;elles utilisent actuellement dans leur entreprise. Nous avons trouv\u00e9 que:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>60% of SMBs surveyed currently use a contact center system to receive, route, queue, and respond to large volumes of phone calls, emails, faxes, and instant messages;<\/li>\n\n\n\n<li>79% of all SMBs surveyed use a traditional PBX;<\/li>\n\n\n\n<li>41% of SMBs surveyed currently use VoIP;<\/li>\n\n\n\n<li>47% of all SMBs surveyed stated that their companies utilize social networking for business activities such as sales, marketing, and recruiting; and<\/li>\n\n\n\n<li>49% of respondents cite the need for wireless internet access for work.<\/li>\n<\/ul>\n\n\n\n<p>De plus, les PME utilisent Internet pour accomplir diverses t\u00e2ches. Parmi les t\u00e2ches sur lesquelles nous avons pos\u00e9 des questions, les services de messagerie instantan\u00e9e, de vid\u00e9oconf\u00e9rence et de t\u00e9l\u00e9copie \u00e9taient les plus r\u00e9pandus. La messagerie instantan\u00e9e est clairement le leader avec 73% de tous les r\u00e9pondants utilisant Internet pour la messagerie instantan\u00e9e, tandis que 56% utilisent Internet pour les services de vid\u00e9oconf\u00e9rence et de fax.<\/p>\n\n\n\n<p>Compte tenu de toutes les technologies d\u00e9ploy\u00e9es par les PME, on pourrait s\u2019attendre \u00e0 ce que la communication et la collaboration soient tr\u00e8s efficaces. Cependant, comme le montre cette \u00e9tude, d\u2019importantes inefficacit\u00e9s persistent.<\/p>\n\n\n\n<p>These technologies have indeed improved the communications capabilities of these organizations. However, the proliferation of varied and fragmented communications technologies has created the need for users to contend with multiple devices, tools, and applications. Therefore, rather than improving efficiencies in communication and collaboration, these fragmented communication solutions have become a barrier to effective communication and collaboration. The need for a unified communications solution is apparent.<\/p>\n\n\n\n<p><strong><br>Les communications unifi\u00e9es prennent racine aupr\u00e8s des PME<\/strong><br>Il a \u00e9t\u00e9 demand\u00e9 aux personnes interrog\u00e9es dans quelle mesure elles connaissaient le terme \u00ab communications unifi\u00e9es \u00bb. 83% de tous les r\u00e9pondants ont d\u00e9clar\u00e9 avoir au moins entendu parler des communications unifi\u00e9es.<\/p>\n\n\n\n<p>En g\u00e9n\u00e9ral, la familiarit\u00e9 avec les communications unifi\u00e9es augmente avec la taille de l&#039;entreprise. Ainsi, alors que 78% des personnes interrog\u00e9es dans les entreprises de moins de 20 salari\u00e9s d\u00e9clarent en avoir au moins entendu parler, les salari\u00e9s des entreprises de 300 \u00e0 400 salari\u00e9s ont en moyenne 85%.<\/p>\n\n\n\n<p>Les personnes interrog\u00e9es dans les \u00e9conomies d\u00e9velopp\u00e9es ont indiqu\u00e9 \u00eatre plus familiaris\u00e9es avec les communications unifi\u00e9es. Les personnes interrog\u00e9es au Br\u00e9sil et en Russie \u00e9taient les moins familiaris\u00e9es avec les communications unifi\u00e9es, avec 371\u00a0TP3T de personnes interrog\u00e9es dans chaque pays d\u00e9clarant ne pas conna\u00eetre ou ne pas conna\u00eetre le terme \u00ab\u00a0communications unifi\u00e9es\u00a0\u00bb.<\/p>\n\n\n\n<p>Les travailleurs du secteur des communications ont signal\u00e9 certains des niveaux de connaissance les plus \u00e9lev\u00e9s, 56% d\u00e9clarant qu&#039;ils connaissaient assez ou tr\u00e8s bien le terme. En revanche, les r\u00e9pondants du secteur financier pr\u00e9sentent en moyenne les niveaux de m\u00e9connaissance les plus \u00e9lev\u00e9s des communications unifi\u00e9es. Il n\u2019est pas surprenant que les personnes interrog\u00e9es occupant des fonctions li\u00e9es \u00e0 la technologie aient signal\u00e9 des niveaux plus \u00e9lev\u00e9s de familiarit\u00e9 avec les communications unifi\u00e9es.<\/p>\n\n\n\n<p>62% of respondents were able to name at least one unified communications provider. Of those Cisco, Microsoft, and Siemens were the most frequently top of mind. Within the developed economies, <a href=\"https:\/\/www.sisinternational.com\/fr\/societe-mondiale-de-recherche-quantitative-de-marche-de-premier-plan\/\" title=\"Soci\u00e9t\u00e9 mondiale de recherche quantitative sur le march\u00e9 de premier plan\"  data-wpil-monitor-id=\"8827\">global providers are most frequently top<\/a> of mind. However, in the emerging economies of India, Russia, and Brazil, regional players are more frequently top of mind.<\/p>\n\n\n\n<p>Il a \u00e9galement \u00e9t\u00e9 demand\u00e9 aux personnes interrog\u00e9es si leur entreprise utilisait actuellement un produit de communications unifi\u00e9es. 41% de tous les r\u00e9pondants \u00e0 l&#039;enqu\u00eate ont d\u00e9clar\u00e9 que leur entreprise utilise actuellement un produit de communications unifi\u00e9es. Microsoft, Siemens et IBM d\u00e9tiennent la part la plus \u00e9lev\u00e9e parmi les utilisateurs actuels de communications unifi\u00e9es.<\/p>\n\n\n\n<p>There is a clear correlation between employee size and current utilization of UC. Further, there is a significant jump in the use of unified communications products by SMBs with more than 20 employees and, again, for SMBs with more than 300 employees. Thus, only 20% of SMBs with fewer than 20 employees currently use UC while 53% of SMBs with over 300 employees do.<\/p>\n\n\n\n<p>Selon les pays, il existe aujourd&#039;hui des variations significatives dans l&#039;utilisation des produits de communications unifi\u00e9es. Il existe un foss\u00e9 \u00e9vident entre les \u00e9conomies \u00e9mergentes de l\u2019Inde, de la Russie et du Br\u00e9sil et les \u00e9conomies plus matures des \u00c9tats-Unis et de l\u2019Europe. Avec une moyenne de 53%, l&#039;utilisation des communications unifi\u00e9es dans les \u00e9conomies les plus d\u00e9velopp\u00e9es est plus de deux fois sup\u00e9rieure \u00e0 celle des \u00e9conomies \u00e9mergentes.<\/p>\n\n\n\n<p>En examinant l&#039;utilisation des produits de communications unifi\u00e9es par secteur vertical, les communications apparaissent comme le secteur avec le niveau d&#039;utilisation actuel le plus \u00e9lev\u00e9 avec 55% de ces PME. Les PME financi\u00e8res rapportent le chiffre le plus bas, soit 27%.<\/p>\n\n\n\n<p>Les PME reconnaissent l&#039;utilit\u00e9 des produits de communications unifi\u00e9es et connaissent assez bien la technologie et les fournisseurs actuels. L&#039;utilisation des produits UC gagne du terrain parmi les PME, mais pr\u00e8s de 601\u00a0TP3\u00a0T\u00a0PME n&#039;utilisent pas actuellement de solution UC. Cela repr\u00e9sente une opportunit\u00e9 de croissance significative pour la p\u00e9n\u00e9tration des communications unifi\u00e9es.<\/p>\n\n\n\n<p><span style=\"font-size: 200%;\">Conclusions<\/span><\/p>\n\n\n\n<p>Les obstacles aux communications et la latence sont r\u00e9pandus parmi les PME. En moyenne, 701\u00a0TP3T des personnes interrog\u00e9es ont d\u00e9clar\u00e9 avoir rencontr\u00e9 les cinq points douloureux. Les r\u00e9pondants ont \u00e9galement d\u00e9clar\u00e9 qu&#039;ils passaient en moyenne 17,5 heures par semaine \u00e0 s&#039;adresser \u00e0 eux.<\/p>\n\n\n\n<p>Les difficult\u00e9s de communication co\u00fbtent cher aux PME. Le co\u00fbt cumul\u00e9 du statu quo d\u00fb aux pertes de productivit\u00e9 r\u00e9sultant des obstacles aux communications a \u00e9t\u00e9 estim\u00e9 \u00e0 $26 041 par travailleur du savoir et par an.<\/p>\n\n\n\n<p>Further, the respondents estimated that an average of 20% of all employees within their companies similarly experience these pain points. Given this, the cost of the status quo for an SMB would amount to $5,246 per year per employee, assuming that 100% of the time reported addressing these issues is unproductive. Thus, for example, an SMB with 100 employees could be leaking a staggering $524,569 annually as a result of inefficiencies in communication.<\/p>\n\n\n\n<p>Addressing communications inefficiencies is a high priority for SMBs. Overall, 41% of respondents stated that having a system to reduce the time spent addressing all of these pain points is a very high priority for their businesses. Even in countries and verticals where the time spent per week addressing these pain points and the resultant costs of the status quo are relatively low, the priority for a solution is high.<\/p>\n\n\n\n<p>\u00c0 mesure que le nombre d\u2019employ\u00e9s d\u2019une PME augmente, l\u2019entreprise est plus susceptible d\u2019accorder une plus grande priorit\u00e9 \u00e0 la r\u00e9solution des inefficacit\u00e9s des communications. Cela va de soi puisque l\u2019utilit\u00e9 des solutions de communication augmente de fa\u00e7on exponentielle avec le nombre d\u2019utilisateurs du r\u00e9seau.<\/p>\n\n\n\n<p>La nature \u00e9volutive des entreprises rend n\u00e9cessaire la mobilit\u00e9. \u00c0 mesure que l\u2019environnement des affaires devient plus complexe, les entreprises doivent prendre des mesures pour rester comp\u00e9titives. Ces actions consistent notamment \u00e0 servir les clients dans des zones g\u00e9ographiques plus larges, \u00e0 fournir davantage d&#039;informations, un meilleur service et une collaboration am\u00e9lior\u00e9e, ainsi qu&#039;\u00e0 r\u00e9duire les temps de r\u00e9ponse pour fournir plus rapidement des biens, des services et des informations.<\/p>\n\n\n\n<p>Les petites et moyennes entreprises ne sont pas \u00e0 l\u2019abri de ces r\u00e9alit\u00e9s commerciales. En cons\u00e9quence, les employ\u00e9s des PME doivent \u00eatre accessibles, qu&#039;ils soient \u00e0 leur bureau au travail, qu&#039;ils travaillent au bureau, en r\u00e9union, sur la route ou qu&#039;ils travaillent \u00e0 domicile.<\/p>\n\n\n\n<p>Les employ\u00e9s des PME sont tr\u00e8s mobiles, avec plus de 501\u00a0TP3T de personnes interrog\u00e9es s&#039;identifiant comme travailleurs mobiles. De plus, 48% de ces r\u00e9pondants effectuent plus d&#039;un type de travail mobile. Ces niveaux \u00e9lev\u00e9s de mobilit\u00e9 entra\u00eenent le besoin de solutions de communication am\u00e9lior\u00e9es. \u00c0 quelques exceptions pr\u00e8s, m\u00eame dans les pays o\u00f9 le pourcentage de travailleurs mobiles d&#039;un type particulier \u00e0 l&#039;\u00e9chelle de l&#039;entreprise est faible, les PME accordent une priorit\u00e9 \u00e9lev\u00e9e, voire tr\u00e8s \u00e9lev\u00e9e, \u00e0 l&#039;am\u00e9lioration des communications pour ces travailleurs mobiles.<\/p>\n\n\n\n<p>Les PME utilisent de plus en plus les technologies de communication pour am\u00e9liorer leur productivit\u00e9 et innover. Le d\u00e9ploiement de technologies vari\u00e9es a am\u00e9lior\u00e9 les capacit\u00e9s de communication des organisations. Cependant, la prolif\u00e9ration de technologies de communication vari\u00e9es et fragment\u00e9es a cr\u00e9\u00e9 la n\u00e9cessit\u00e9 pour les utilisateurs de faire face \u00e0 de multiples appareils, outils et applications, permettant ainsi la persistance d&#039;importantes inefficacit\u00e9s de communication. La n\u00e9cessit\u00e9 d\u2019une solution de communications unifi\u00e9es est \u00e9vidente.<\/p>\n\n\n\n<p>Les communications unifi\u00e9es prennent racine dans le segment des PME. Les PME reconnaissent l&#039;utilit\u00e9 des produits de communications unifi\u00e9es et connaissent assez bien la technologie et les fournisseurs actuels.<\/p>\n\n\n\n<p>Usage of UC products is gaining traction among SMBs, however, nearly 60% of SMBs do not currently employ a UC solution. This represents significant growth opportunity for UC penetration.<\/p>\n\n\n\n<p><span style=\"font-size: 200%;\">\u00c0 propos de la recherche internationale SIS<\/span><\/p>\n\n\n\n<p>SIS International <a href=\"https:\/\/www.sisinternational.com\/fr\/couverture\/les-ameriques\/couverture-des-etats-unis\/etude-de-marche-au-tennessee\/\" title=\"\u00c9tude de march\u00e9 au Tennessee\"  data-wpil-monitor-id=\"6179\">Research is a global research firm specializing in market<\/a> research and market intelligence. Established in 1982, the <a href=\"https:\/\/www.sisinternational.com\/fr\/sis-global-coverage\/\" title=\"sis global coverage\"  data-wpil-monitor-id=\"6587\">SIS global coverage<\/a> spans over 120 countries in Europe, North America, Latin America, Asia and the Middle East.<\/p>\n\n\n\n<p>Our core competency lies in the strategic analysis of global trends, market segmentation and <a href=\"https:\/\/www.sisinternational.com\/fr\/envisager-le-moyen-orient-pour-les-etudes-de-marche\/\" title=\"Recherche sur l\u2019entr\u00e9e sur le march\u00e9 du Moyen-Orient\"  data-wpil-monitor-id=\"8821\">emerging<\/a> markets opportunities. Our sector coverage includes B2B, Consumer, Pharmaceuticals, Technology, Transportation, and the Service and Education sector.<\/p>\n\n\n\n<p><span style=\"font-size: 200%;\">\u00c0 propos de Siemens Enterprise Communications<\/span><\/p>\n\n\n\n<p>Siemens Enterprise Communications is a joint venture between the private equity firm The Gores Group, a leading private equity firm, and Siemens AG. The joint venture incorporates Siemens Enterprise Communications GmbH &amp; Co. KG, its worldwide affiliates, and the businesses of Enterasys Networks and SER Solutions, creating a new leader in enterprise communications &#8211; strong in unified communications, contact centers and secure networks. More than 14,000 employees worldwide follow an Open Communications approach, providing enterprise communications and data networking solutions for enterprises of all sizes. This enables business processes to be more productive, faster, and more <a href=\"https:\/\/www.sisinternational.com\/fr\/competence\/les-industries\/etude-de-marche-sur-la-securite-des-reseaux\/\" title=\"\u00c9tude de march\u00e9 sur la s\u00e9curit\u00e9 des r\u00e9seaux\"  data-wpil-monitor-id=\"8825\">secure within any network<\/a> or information technology infrastructure. In fiscal 2007 Siemens Enterprise Communications generated revenues of approximately 3.2 billion Euros.<\/p>\n\n\n\n<p>Pour plus d&#039;informations sur Siemens Enterprise Communications, veuillez visiter www.siemens.com\/open<\/p>\n\n\n\n<p><span style=\"font-size: 200%;\">\u00c0 propos d&#039;OpenScape Office<\/span><\/p>\n\n\n\n<p>OpenScape Office is a unified communications application suite built from the ground, up to address the problems of needless communication costs, overload, and latency for small and medium-sized businesses.<\/p>\n\n\n\n<p>SMBs using OpenScape Office show dramatic savings in the areas of third-party conferencing services, mobile phone service fees, and travel costs. In the areas of business agility, faster decision-making, and task execution result in accelerated customer response times, sales cycles, and time-to-market. Improvement in just one of these areas can mean increased revenues and a clear competitive advantage for SMBs of all sizes in any industry.<\/p>\n\n\n\n<p>What makes OpenScape Office unique is its cost-saving advantages through UC, intuitive user interfaces, easy integration with existing business applications like Microsoft Outlook, and tailored contact center specifically designed for SMBs.<\/p>\n\n\n\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>La communication unifi\u00e9e peut augmenter les performances et la productivit\u00e9 de votre entreprise.<\/p>","protected":false},"author":1,"featured_media":62541,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[295],"tags":[],"class_list":["post-12077","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-b2b","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50"],"_links":{"self":[{"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/posts\/12077","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/comments?post=12077"}],"version-history":[{"count":7,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/posts\/12077\/revisions"}],"predecessor-version":[{"id":81481,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/posts\/12077\/revisions\/81481"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/media\/62541"}],"wp:attachment":[{"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/media?parent=12077"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/categories?post=12077"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.sisinternational.com\/fr\/wp-json\/wp\/v2\/tags?post=12077"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}