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Communications and Collaboration Investment Priorities
IT/Telecom Buyers’ Perspective
18-Feb-2021
Europe
Customer Research
K5F0-01-00-00-00
TE03999-EU-CR_25261
$4,950.00
Special Price $3,712.50 save 25 %
This study provides the data collected through an online survey of 1,129 IT and telecom decision makers across customer size segments, industries and world regions. The survey was conducted in November-December 2020. Respondents were qualified as follows:
• IT/telecom decision maker in organizations with 10+ employees
• Having knowledge on communications and collaboration services
The overall research objective is to measure the current use and future decision-making behavior toward communications and collaboration solutions across industry verticals, customer segments, job roles and geographic regions. More specifically, this study provides data on adoption drivers and restraints, deployment plans, perceived benefits and concerns, and allocated budgets with regard to the following technologies and tools: enterprise telephony, video conferencing, team collaboration, instant messaging and presence, mobile apps, artificial intelligence (AI), big data and analytics, customer experience management, and other transformative technologies.
Research Scope
- Understand the IT-related challenges organizations face today
- Monitor the status of digital transformation
- Assess the current and future use of business communications technologies
- Evaluate factors that drive investments in communications technologies
- Gauge IT and communications trends
- Appraise available IT budgets
- Discover opportunities in different regions, verticals, and business size
Key Features
Dealing with COVID-19 challenges (43%) far outranks other business goals in 2020 and 2021, a marked departure from previous data ranking customer experience and satisfaction at the top of the list, followed by operational efficiencies. Addressing security concerns, multi-vendor systems integration, and ensuring network reliability continue to dominate IT challenges, most likely exacerbated by rushed or delayed technology deployments during the pandemic. Understandably, COVID-19-related challenges (55%) are identified as the largest hurdle to the adoption of transformative technologies.
Product management and customer care (both at 37%) represent the top departments identified for digital transformation. Customer satisfaction (43%) is the top metric businesses use to measure digital transformation success. IT/telecom staff (48%) are still the main champion for digital solution adoption; however, department heads (43%) now play an important role as well.
The rise in remote work (66%) and concerns about employee and customer safety (65%) rank the highest among challenges created by the pandemic. Government, professional services, banking and finance organizations were most impacted by the rise in remote work, whereas the hospitality industry saw the largest decline in employee morale.
COVID-19 accelerated technology investments for more (46%) businesses than it slowed down (28%), whereas video conferencing (48%) ranked as the top technology businesses adopted to support remote workers. Adapting to new work modes (34%) and accelerating digital customer engagement (32%) represent key digital transformation objectives driven by COVID-19. Cloud applications (29%) will be the main focus in post-pandemic investments. In the next two years, cyber security (50%) will represent a key technology focal area.
Author: Elka Popova
Research Objectives
Research Methodology
Sample Distribution—Country
Respondent Profile—Decision-Making Authority
Respondent Profile—Familiarity with IT Budget
Respondent Profile—Involvement in IT/Telecom-Related Purchases
Organization Profile—Industry Segments
Organization Profile—Size of Organization
2019 Organization Revenue
Estimated Change in Organization Revenue 2020
Summary of Key Findings
Summary of Key Findings (continued)
Summary of Key Findings (continued)
Key Business Goals
Top IT-Related Challenges
Current Stage of Digital Transformation Strategy
Hurdles to Purchasing Transformative Technologies
Priority Departments for Digital Transformation Investment
Digital Transformation Success measurement
Departments Driving the Adoption of Digital Solutions
Impact of COVID-19 on the Organization
Top Industries for Increased Remote Work due to Covid-19
Top Industries with Low Employee Morale due to Covid-19
Top it Challenges in Supporting Remote work
Covid-19 Impact on Technology Investments
Covid-19 Impact on Digital Transformation Objectives
Covid-19 Impact on Technology to Monitor Office Safety
Covid-19 Impact on Technologies for Remote Workers
Covid-19 Impact on Physical Office Space and Real Estate
Technology Prioritization Post Covid-19
Organization Focus Post Covid-19
Current Work from Home Status
Workplace Evolution over the Next Year
Carpeted Offices Within Organizations
Future Office Space Expectations
Future Investment in Open Offices
Future Investment Prioritization
Future Deployment “In The Cloud”
Cloud or Cloud Communications Provider Selection
Use of Communications and Collaboration Tools
Communications and Collaboration Tools Deployment
Communications and Collaboration Investment Drivers
Factors Determining not to Invest in or Use Communications and Collaboration
Communications and Collaboration Environments
Technologies Used in Meeting Rooms Today
Video Technologies Used in Huddle/ Small Meeting Rooms Today
Video Technologies Used in Mid/Large Meeting Rooms Today
Solutions—Video Conferencing Solutions
Top Factors for Room Video Conferencing Device Purchases
Features Lacking in Room Video Conferencing Devices
Top Reasons For AI Investments
Importance of AI To Enhance Enterprise Communications and Contact Center
Anticipated Benefits of Using AI to Enhance Business Communications and Contact Center Capabilities
Risks of Using AI
Top Purchase Factors in Selecting Big Data Analytics Solutions
Features Lacking in Big Data Analytics Solutions
Number of Mobile Apps Provided to Employees
Plans to Introduce Additional Mobile Apps
Worker Categories Equipped with Mobile Apps
Tactics to Encourage Mobile App Usage
Unauthorized Mobile App Usage
Top Reasons for Providing Mobile Apps to Employees
Top Reasons for not Providing Apps to Employees
Importance of Mobile App Use
Company Support for BYOD
Support for Personally-owned Mobile Devices
Support for Mobile Operating Systems
Expectations for BYOD Implementation
Usage of Mobile Devices
Preferred Strategic Partner for Mobile Apps
Top Potential Benefit of 5G Connectivity
Awareness of 5G Network Slicing Capabilities
Mobile App Deployment Preferences
Mobile App Partner Selection Criteria
Value of Integrated Web Portals To Track Mobile Resources
Communications and Collaboration Investment Factors
Covid-19 Impact on Revenue 2020
Estimated Change in IT/Telecom Budgets in 2021
Percent of Revenue Allocated To IT/Telecom Budgets
Conclusion
Growth Opportunities
Your Next Steps
Why Frost, Why Now?
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
Legal Disclaimer
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Research Scope
- Understand the IT-related challenges organizations face today
- Monitor the status of digital transformation
- Assess the current and future use of business communications technologies
- Evaluate factors that drive investments in communications technologies
- Gauge IT and communications trends
- Appraise available IT budgets
- Discover opportunities in different regions, verticals, and business size
Key Features
Dealing with COVID-19 challenges (43%) far outranks other business goals in 2020 and 2021, a marked departure from previous data ranking customer experience and satisfaction at the top of the list, followed by operational efficiencies. Addressing security concerns, multi-vendor systems integration, and ensuring network reliability continue to dominate IT challenges, most likely exacerbated by rushed or delayed technology deployments during the pandemic. Understandably, COVID-19-related challenges (55%) are identified as the largest hurdle to the adoption of transformative technologies.
Product management and customer care (both at 37%) represent the top departments identified for digital transformation. Customer satisfaction (43%) is the top metric businesses use to measure digital transformation success. IT/telecom staff (48%) are still the main champion for digital solution adoption; however, department heads (43%) now play an important role as well.
The rise in remote work (66%) and concerns about employee and customer safety (65%) rank the highest among challenges created by the pandemic. Government, professional services, banking and finance organizations were most impacted by the rise in remote work, whereas the hospitality industry saw the largest decline in employee morale.
COVID-19 accelerated technology investments for more (46%) businesses than it slowed down (28%), whereas video conferencing (48%) ranked as the top technology businesses adopted to support remote workers. Adapting to new work modes (34%) and accelerating digital customer engagement (32%) represent key digital transformation objectives driven by COVID-19. Cloud applications (29%) will be the main focus in post-pandemic investments. In the next two years, cyber security (50%) will represent a key technology focal area.
Author: Elka Popova
| Deliverable Type | Customer Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Elka Popova |
| Industries | Telecom |
| WIP Number | K5F0-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9528-C1,9535-C3,9717-C3,9A59-C1,9705-C1,9A5B-C1,9610,9656,9655,9724 |