UK workers widely use unapproved tools, Mitel warns

Mitel has published UK research showing widespread use of non-approved workplace communication tools, highlighting a gap between the systems organisations provide and the tools employees actually use.

Its State of Workforce Communication report found that 71% of UK workers use non-approved communication tools for work-related purposes. Meanwhile, 93% of IT decision makers said the practice increases the risk of data exposure, compliance breaches, cyber security threats, and loss of visibility and control.

The findings are based on a Vanson Bourne survey of 500 UK respondents, part of a wider study of 2,000 people across the UK, US, Canada, Germany, and France. Respondents included IT decision makers, desk workers, and frontline workers at organisations with 500 or more employees in sectors including healthcare, manufacturing, financial services, and the public sector.

Workers also reported frustration with the tools available to them. Some 71% said they feel pressured to make communication systems work even when those systems are not designed for their needs, while 61% said they waste time switching between tools.

Employees are often dealing with an average of seven separate tools to complete routine tasks. That fragmentation appears to have practical effects on day-to-day operations, particularly for staff in time-sensitive roles.

More than half of workers said fragmented communication causes delays in completing tasks or responding to situations. Among frontline workers, 58% reported delays, 42% said communication problems affect quality of service, and 28% said they create safety risks for customers, patients, or staff.

The survey also found a mismatch between management views and employee experience. While 94% of IT leaders said communication tools are integral to everyday business operations, only 30% of workers described those tools as highly effective.

The divide was also reflected in how different groups are supported. Some 88% of UK IT leaders acknowledged that some parts of the workforce are better served by communication tools than others, suggesting uneven support across office-based and frontline teams.

AI concerns

The report linked communication issues to broader uncertainty around artificial intelligence at work. While 51% of workers said they regularly use AI tools, only 37% said they feel very comfortable using them in their day-to-day work.

Seven in ten workers said their organisation does not adequately support AI use. The study also found that half of workers turn to non-approved AI tools, raising employer concerns about governance and oversight.

IT leaders reported several worries tied to AI adoption. Some 77% cited incorrect or misleading outputs as a concern, 75% pointed to regulatory or compliance issues, and 72% highlighted questions over how data is stored, used, and protected.

Eric Hanson, Chief Marketing Officer at Mitel, said the data suggests many businesses are investing in technology without resolving how it fits into day-to-day work.

"Organisations are making significant investments in AI, communication infrastructure, and modernisation. Yet more than half of employees report that these tools fall short at the moments that matter most. The challenge is not a lack of technology, but a lack of alignment with the realities of work. In fast-moving, high-pressure, and increasingly mobile environments, communication must be immediate, reliable and context-appropriate - or it risks breaking down precisely when it is needed most. What also emerges from this study is a simple but critical insight: control and employee experience are not competing priorities, but deeply interconnected ones. Closing the experience gap is now essential to reclaiming control and ensuring that communication investments translate into real-world performance and impact," Hanson said.

Voice channel

Despite the spread of messaging platforms and digital collaboration tools, voice remains the most trusted option in urgent situations. Nearly eight in ten workers, or 79%, said they rely on voice communication when rapid action and immediate alignment are required.

Healthcare workers stood out in particular, with 56% taking a voice-first approach during urgent situations. The finding suggests that in higher-pressure environments, direct, real-time communication still plays a central role.

The research also looked at technology infrastructure. It found that 85% of IT decision makers already rely on hybrid infrastructure for communication tools, while 90% said that model provides the flexibility and control they need without creating unmanageable complexity.

Luiz Domingos, Chief Technology Officer at Mitel, said organisations still face a sizeable gap between ambition and execution.

"While there is broad alignment between IT leaders and employees on the need to evolve workforce communication, this research underscores how far most organisations remain from achieving that objective. They must address foundational challenges while navigating increasing technical complexity, heightened security requirements, and ongoing modernisation efforts. These dynamics highlight the need for more practical, user-centered approaches-particularly solutions that are seamlessly integrated into everyday workflows across roles and work environments to ultimately drive performance and business outcomes," Domingos said.