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IT/Telecom Buyers’ Perspective
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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 servicesThe 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.
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
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