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2024 UCC Buyers Perspectives Updated Research Available
Customer Needs for Agility and Flexibility will Drive Continued Market Growth
17-May-2024
Global
Customer Research
KA19-01-00-00-00
TE_2024_720
Frost & Sullivan’s 2024 information technology decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations’ priorities:
• Top technical challenges for IT/telecom departments
• Top non-technical challenges for IT/telecom departments
• Current unified communications and collaboration (UCC) technology adoption rates
• Future UCC applications adoption plans
• Future UCC endpoint adoption plans
• Future UCC applications investment plans among current users
• Future UCC endpoint investment plans among current users
• UCC technology investment drivers
• Current and future support for evolving work styles
• Current and future use of office real estate
• Current and future UCC technology budgets
• UCC technology selection factors
• UCC provider selection factors
• UCC solution purchasing preferences
This analysis will be complemented by additional ITDM survey-based reports, which are planned to be published throughout this year, detailing trends in enterprise telephony, communications platform as a service (CPaaS), frontliner solutions, meeting rooms, office space utilization, and various verticals.
Author: Robert Arnold
Research Objectives
Research Methodology
Respondent Demographics
Respondent Demographics (continued)
Respondent Demographics (continued)
Respondent Demographics (continued)
Key Findings
IT/Telecom Departments Non-technical Challenges: Total
IT/Telecom Departments Technology Challenges: Total
APAC IT/Telecom Department Challenges
Europe IT/Telecom Department Challenges
LATAM IT/Telecom Department Challenges
North America IT/Telecom Department Challenges
IT/Telecom Department Challenges Analysis by Organization Size
UCC Software Adoption is Advancing Steadily
UCC Software Investment Plans Among Current Adopters
UCC Device Adoption
UCC Device Investment Plans Among Current Adopters
UCC Solution Adoption Analysis
Current Remote Work Status
Future Plans for Remote Work are Strong
Future Remote Work Plans in APAC
Future Remote Work Plans in Europe
Future Remote Work Plans in LATAM
Future Remote Work Plans in North America
Remote Work Prompts Changes to Office Space
APAC Changes to Office Space
Europe Changes to Office Space
LATAM Changes to Office Space
North America Changes to Office Space
Employee Satisfaction with Work Models
Work Style and Workspace Analysis
AI Deployment Challenges
AI Benefits
Importance of AI-powered Communications Features
AI Deployments Move Beyond Proof-of-Concept Stage
AI Adoption and Investment Analysis
Macro Conditions Impact on Investments
Macro Conditions Impact on Investments in APAC
Macro Conditions Impact on Investments in Europe
Macro Conditions Impact on Investments in LATAM
Macro Conditions Impact on Investments in North America
Macro Conditions Impact on Investments by Organization Size
Respondent Organization’s Annual Revenue
UCC Budgets are Healthy
UCC Budget Expectations Align with Investment Plans
UCC Budget Analysis
UCC Solution Investment Drivers
UCC Solution Selection Factors: Total
UCC Solution Selection Factors Ranked: Total
Importance of a Fully Integrated UCaaS Solution by Region
UCC Selection Factors: Providers
UCC Selection Factors: Technology
Preferred Channels to Source UCC Solutions
Purchase Factor Analysis
Growth Opportunities Fuel the Growth Pipeline Engine™
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
Benefits and Impacts of Growth Opportunities
Next Steps
Take the Next Step
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
Legal Disclaimer
List of Figures
- ITDM Survey Respondents by Region, Global, 2024
- ITDM Survey Respondents by Country, Global, 2024
- ITDM Survey Respondents by Industry Sector, Global, 2024
- ITDM Survey Respondents by Size of Organization, Global, 2024
- ITDM Survey Respondents by Department, Global, 2024
- ITDM Survey Respondents by Age, Global, 2024
- ITDM Survey Respondents by Position, Total, Global, 2024
- ITDM Survey Respondents by C-level Position, Global, 2024
- Significance of Non-technical Challenges for IT/Telecom Departments, Global 2024–2026
- Significance of Technical Challenges for IT/Telecom Departments, Global 2024–2026
- UCC Application Adoption Status, Global, 2024–2026
- UCC Applications Investment Plans Among Current Adopters, Global, 2024–2026
- UCC Device Adoption Status, Global, 2024–2026
- UUC Device Investment Plans Among Current Adopters, Global, 2024–2026
- Current Remote Work Status, Global, 2024
- Future Remote Work Status Plans, Global, by the End of 2026
- Future Remote Work Status Plans, APAC, by the End of 2026
- Future Remote Work Status Plans, Europe, by the End of 2026
- Future Remote Work Status Plans, LATAM, by the End of 2026
- Future Remote Work Status Plans, North America, by the End of 2026
- Office Space Changes as a Result of Evolving Work Models, Global, 2024
- Office Space Changes as a Result of Evolving Work Models, APAC, 2024
- Office Space Changes as a Result of Evolving Work Models, Europe, 2024
- Office Space Changes as a Result of Evolving Work Models, LATAM, 2024
- Office Space Changes as a Result of Evolving Work Models, North America, 2024
- ITDM Visibility into Employee Satisfaction with Current Work Models, Global, 2024
- Employee Satisfaction with Current Work Models, Global, 2024
- AI Deployment Challenges, Global, 2024
- Investment Drivers for AI-powered Communications Capabilities, Global, 2024
- AI Importance of Drivers for Investment AI-powered Communications Capabilities, Global, 2024–2026
- AI Deployment Status, Global, 2024
- Political and Macro-economic Conditions Effect on Digital Transformation Strategy and Investments, Global, 2024
- Political and Macro-economic Conditions Effect on Digital Transformation Strategy and Investments, Global, 2023
- Current Political and Macro-economic Conditions Effect on Digital Transformation Strategy and Investments, APAC, 2024
- Current Political and Macro-economic Conditions Effect on Digital Transformation Strategy and Investments, Europe, 2024
- Current Political and Macro-economic Conditions Effect on Digital Transformation Strategy and Investments, LATAM, 2024
- Current Political and Macro-economic Conditions Effect on Digital Transformation Strategy and Investments, North America, 2024
- Current Political and Macro-economic Conditions Effect on Digital Transformation Strategy and Investments, by Organization Size, Global, 2024
- Survey Respondent Organization’s Expected 2024 Annual Revenue, Global
- Percent of Revenue Allocated to Communications and Collaboration Budget, Global, 2023
- Expected Change in Communications and Collaboration Budget in 2024 versus 2023, Global
- Importance of UCC Solution Investment Drivers, Global, 2024–2026
- Importance of Factors in Communications and Collaboration Solution Selection, Global, 2024–2026
- Ranking of Factors in Communications and Collaboration Solution Selection, Global, 2024–2026
- Importance of a Fully Integrated UCC Solution that Includes Meetings and Messaging, by Region, 2024
- Importance of Factors in UCC Provider Selection, Global, 2024–2026
- Importance of Factors in UCC Technology Selection, Global, 2024–2026
- Preferred Channels to Source Communications and Collaboration Solutions, Global, 2024
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