NETSCOUT Research Finds 97% of Enterprises Experienced Major UCaaS-Related Outages in 2023
April 09 2024 - 8:05AM
Business Wire
Outages Can Cost up to $1,000,000 or More in
Lost Sales and Productivity
NETSCOUT SYSTEMS, INC. (NASDAQ: NTCT), a leading provider of
performance management, cybersecurity, and DDoS protection
solutions, today released research that analyzes the challenges IT
teams face in monitoring and troubleshooting Unified Communications
as a Service (UCaaS) tools as the need to support more Software as
a Service (SaaS) applications grows.
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
$10,000 in sales and productivity. Forty-seven percent of
enterprises with annual revenue over $10 billion estimated losses
of $100,000 to one million dollars or more.
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 Michael Szabados,
chief operating officer, NETSCOUT. “As IT teams continue to face
visibility issues, especially in large enterprises with multiple
remote sites where in-person troubleshooting isn’t practical, they
need independent monitoring solutions that simplify operations,
quickly identify the root causes of performance problems, and limit
the impact of expensive outages to keep employees online and the
business running smoothly.”
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 February 2024, the survey was conducted
among 300 IT decision-makers in the United States and Canada. Visit
our website to download a PDF of the research findings or to learn
more about our UCaaS solutions.
About NETSCOUT
NETSCOUT SYSTEMS, INC. (NASDAQ: NTCT) protects the connected
world from cyberattacks and performance and availability
disruptions through its unique visibility platform and solutions
powered by its pioneering deep packet inspection at scale
technology. NETSCOUT serves the world’s largest enterprises,
service providers, and public sector organizations. Learn more at
www.netscout.com or follow @NETSCOUT on LinkedIn, X, or
Facebook.
©2024 NETSCOUT SYSTEMS, INC. All rights reserved. NETSCOUT, the
NETSCOUT logo, Guardians of the Connected World, Visibility Without
Borders, Adaptive Service Intelligence, Arbor, ATLAS, Cyber Threat
Horizon, InfiniStream, nGenius, nGeniusONE, Omnis, and TrueCall are
registered trademarks or trademarks of NETSCOUT SYSTEMS, INC.,
and/or its subsidiaries and/or affiliates in the USA and/or other
countries. Third-party trademarks mentioned are the property of
their respective owners.
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Chris Lucas NETSCOUT Systems, Inc. +1 978-614-4124
chris.lucas@netscout.com
Chris Shattuck Finn Partners for NETSCOUT +1 404 502 6755
NETSCOUT-US@FinnPartners.com
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