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ABSTRACT
This study investigates the benefits of unified communications (UC) system for a small and medium-sized enterprise in Taiwan.This case study explores the UC system from interviews with staff in the information department of the case company,and using the the Technology-Organization-Environment framework. A questionnaire developed based on balanced scorecard was used to collect data from employees who have used the UC system. Results indicate that the case company has benefited substantially from its adoption of a UC system.The benefits include improved efficiency of communications between the organization and employees; improved communications with upstream/downstream clients and suppliers; reduced expenses for video conferencing facilities.The study recognized the UC system has become an important instrument of communications in the company.
Keywords: Unified Communications System, Technology-Organization-Environment Framework, Balanced Scorecard
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1. INTRODUCTION
Many businesses have adopted a unified communications (UC) system in pursuit of better work efficiency of employees and higher competitiveness of the organization. There are three benefits of adopting a UC system, including reduced cost of communications, reduced loss of employee attendances, and more uniformed operation of branches.This study uses an optoelectronic firm in Taiwan's Hsinchu Science Park as an example and the Technology-Organization-Environment (TOE) framework proposed by Tornatzky and Fleischer [22] as the theoretical foundation to investigate the benefits of adopting Lync, a UC system developed by Microsoft. A questionnaire developed based on Balanced Scorecard is also used to measure the benefits of adopting this UC system for employees of this company. Sawalqaetal.[18] also analyses the state of implementation of the balanced scorecard (BSC) among medium and large industrial companies.
2. LITERATURE REVIEW
2.1 Unified Communications System
Unified communications (UC) is the integration of various tools of interpersonal or messaging communications into one platform for more efficient exchange of communications. Based on collaboration, videoconferencing, and virtualization technologies, UC allows businesses to make use of their resources widely distributed around the world to meet specific needs of customers, plans or activities. Hsin-hung Chen, Product Manager at Cisco Systems Inc., mentioned that UC is the integration of various individual communication services, including voice, fax, Email, instant messaging, meeting, graphic exchange, and video conferencing. Li-cheng Lu, General Manager at Polycom Inc. in Taiwan, mentioned that despite the absence of a more...