This document describes a study performed to identify and quantify the time savings associated with implementing Applied Voice & Speech Technologies CallXpress® with unified messaging, and provides estimates of cost savings and payback period on the investment. The conclusions in this report are supported by time and motion studies and a review of other published reports. In addition to providing test lab results and other results indicating rapid cost-recovery, a chart is provided that calculates the savings a representative company might experience. This document demonstrates that CallXpress with unified messaging recovers some or all of the costs associated with implementation within the first year and offers significant cost savings well into the future.

Background

Unified messaging brings together a variety of message types in a single, easy-to-use interface. Unified messaging is typically referred to as the unification of two or more applications including voice mail, fax store-and-forward, and electronic mail in a single, easy to use system. CallXpress unified messaging provides access to all received messages — voice, fax, and e-mail—together, through either the telephone or computer. When traveling, a telephone might be the easiest way to access messages, although a laptop computer or Web browser could be used as well. When in the office, typically the e-mail interface is used to manage and access voice, fax and e-mail messages.

A Frost and Sullivan study published in 1999, indicated that companies implement computer telephony products for a variety of reasons. Cost-savings ranked number three in a list of reasons why companies implement these types of systems. Rated higher than cost savings were improved worker productivity and improved contact with existing/potential customers. So while it has been shown that there are other valid reasons to select and implement a unified messaging system, the purpose of this study is to quantify the cost savings associated with its common uses. AVST provides this study to support an organization's business case to justify the purchase of a unified messaging system.

AVST has found that many of their clients are combining their voice and data communications departments, and have reported that a unified approach saves a great deal of time and effort in supporting their users. AVST believes that consolidating voice and fax messages in the e-mail client is a logical approach, as many companies have an e-mail system that is already unified messaging-ready, such as the current releases of Microsoft Exchange® and Lotus Notes®. Current AVST users demanded an easier way to manage increasing volumes of communications. AVST users indicate they believe it is critical to keep their remote and traveling employees as well informed as those employees in their headquarters locations.

Other companies in this industry have conducted studies and published results indicating the value of unified messaging systems. These studies indicate substantial advantages. These studies, however, have typically relied solely on user surveys for their conclusions, which does not enable the potential purchaser to quantify actual business savings.

AVST's study has selected three communications challenges that are frequently reported by its client base, where unified messaging can provide solutions. This study identifies and documents the time required to perform these communications functions, first using the typical manual systems found in most offices and then using unified messaging systems and services. Using time and motion studies conducted in AVST's Usability Lab, this study details specific tasks performed both in an office environment and by mobile professionals.

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