Importance of Top Management Support in the Adoption of Unified Communication and Collaboration, a Pakistan Telco's Study

Abstract

The way how we communicate is changing for the better. The globally IT transformation has forced enterprises to re-evaluate the way they do business. The businesses have implemented new and efficient systems that are cost-saving, such as Unified Communication and Collaboration (UCC&C). Thus, the purpose of this research is to investigate the role of unified theory of acceptance and use of technology (UTAUT) in Unified communication and collaboration (UCC&C) adoption context. The main variable was Intention to adopt with five elements namely performance expectancy, effort expectancy, social influence, facilitating conditions and top management support. A quantitative approach based survey was conducted to collect the data from 400 UCC&C software active users of well known telecom companies in Pakistan. The result of this study indicates that, UTAUT model provided a good theoretical foundation in technology adoption investigation. Findings confirmed that all five predictors (performance expectancy, effort expectancy, social influence, facilitating condition and top management support) were significant and had significant amount of variance in predicting user’s intention to adopt unified communication and collaboration technologies. The managerial implications, limitations and recommendations for the future are discussed