Gartner Research

IT Key Metrics Data 2015: Key Infrastructure Measures: Wide-Area Voice Network Analysis: Multiyear

Published: 15 December 2014

ID: G00266074

Analyst(s): Disha Badlani , Linda Hall , Shreya Futela


This research contains high-level Wide-Area Voice Network cost efficiency and staff productivity ratios. Information provided in this report was collected between 2010 and 2014 from a global audience of CIOs and IT leaders.

Table Of Contents


  • Overview
    • IT Key Metrics Data Research Background
    • IT Key Metrics Data Key Infrastructure Measures Overview
    • Using This Research
    • Gartner IT Key Metrics Data Series
    • IT Key Metrics Data Source
  • Wide-Area Voice Network Analysis Framework
    • Non-personnel Costs
    • Personnel Costs/FTEs
  • Annual Wide-Area Voice Network Cost per Call Minute
  • Wide-Area Voice Network Cost Distribution
  • Salaries and Benefits Cost per Wide-Area Voice Network FTE
  • Wide-Area Voice Network FTE Distribution: Insourced Versus Contractor
  • Annual Call Minutes per Wide-Area Voice Network FTE
  • Conclusions
  • Appendix: Exploring Gartner's Prescriptive Benchmark Analytics Capabilities
    • Gartner Benchmark Analytics Select Case Studies

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