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Adoption of Advanced UCC Tools is Rising as Businesses Pursue Digital Transformation and Address Shifting Workforce Requirements
19-Feb-2020
Latin America
Customer Research
K3F1-01-00-00-00
TE03928-LA-CR_24144
The overall research objective is to measure the current use and future decision-making behavior toward unified communications and other workforce technologies around the globe, specifically: desktop, room-based and huddle room video conferencing; audio conferencing; web conferencing; IP telephony; team collaboration tools (e.g., Slack); unified communications (UC) clients; consumer messaging and calling services (e.g., Skype, Google, WhatsApp, WeChat); headsets; and unified messaging.
Frost & Sullivan aims to:
• Understand the IT-related challenges organizations face today
• 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
The data were collected using an online survey of 1,067 global IT/telecom decision makers and influencers during the July-August 2019 period.
Key Features
- IT staff, C-level leaders and department heads are most commonly involved in enterprise digital solution purchase decisions.
- Those same roles are also most consistently involved in driving solutions adoption within their organizations.
- A consumer-like experience is deemed “very influential” in communications and collaboration solution purchase decisions.
- Half of decision-maker respondents “often” consider diverse workforce demographics, compared to 27 percent that “always” consider workforce demographics, in purchase decisions.
- Only 15 percent of respondents view their organizations as part of the late majority or laggards with respect to adoption of new enterprise digital technologies.
- A majority of organizations expect the number of private offices, huddle rooms and mid-to-large conference rooms to increase in the next three years.
- Desktop communications and collaboration tools, wireless enterprise voice devices, video endpoints, and collaboration-equipped huddle spaces rank among the top investments aimed at increasing office productivity.
- The top drivers for investing in communications and collaboration solutions in the next two years include improving teamwork, information management and customer experiences.
- Top investment restraints across most technologies include: cost, lack of perceived value and integration complexity.
- Organizations are almost equally split on whether they have deployed single-vendor vs multi-vendor solutions. Hybrid (cloud and premises-based) architectures will continue to account for a considerable share of customer communications environments.
- Leveraging artificial intelligence (AI) to enhance communications is a very relevant or somewhat relevant topic for nearly 80 percent of organizations.
- Security concerns and job displacement are top concerns associated with leveraging AI to enhance communications.
- The top four decision-making factors across numerous technologies include: security, ease of use, reliability, and features.
- The top four investments for enterprise digital solutions in 2020 include: big data analytics, web and video conferencing, group video conferencing, and marketing automation.
Author: Elka Popova
Research Objectives
Survey Methodology
Countries Where Survey Respondents’ IT/Telecom Assets are Situated
Survey Respondents by Company Size
Survey Respondent Roles in Technology Purchase Decisions
Survey Respondents by Industry Sector
Survey Respondents by Job Title
Summary of Major Findings
Summary of Major Findings (continued)
Roles Involved in Technology Purchase Decisions
Roles Driving Technology Adoption
Importance of Consumer-like Experiences
Importance of Application Support on Mobile Devices
Workforce Demographic Considerations in Purchase Decisions
Position on the Adoption Curve of New Technologies
Open Office and Small Meeting Space Adoption
Office Configuration Expectations in Three Years
Top Investment Plans to Support Productive Offices
Top Drivers for Technology Investments
Communications and Collaboration Technologies Currently Deployed
Conferencing Technologies Currently Deployed
How Technology is Deployed
Frequency of Technology Use
How Technology is Deployed
Benefits of Communication and Collaboration Deployment
Top Restraints to Desktop Video and Web Conferencing Investment
Top Restraints to Conference Room-based Video Conferencing Investment
Top Restraints to Huddle Room Video Conferencing (Meant for Small Rooms of Up to 4–6 People Investment
Top Restraints to Audio Conferencing Investment
Top Restraints to IP Telephony Investment
Top Restraints to Team Collaboration Tools (e.g., Slack, Microsoft Teams) Investment
Top Restraints to Desktop or Mobile Voice or UC Client Investment
Top Restraints to Consumer Messaging and Calling Services (e.g., Skype, Google) Investment
Top Restraints to Headset Investment
Top Restraints to Webinar Investment
Current Communications Environments
Plans for Communications Solutions in Two Years
Status of Microsoft Skype for Business and Teams Deployment
Relevance of Using AI to Enhance Communications
Benefits of Using AI to Enhance Communications
Risks of Using AI to Enhance Communications
Current Video and Web Conferencing Deployments
Satisfaction with Cloud Video and Web Conferencing Solutions
Top Factors in Cloud Video and Web Conferencing Selection
Satisfaction with Team Collaboration Tools
Top Factors in Team Collaboration Tool Selection
Perceptions of Team Collaboration Tool Providers
Satisfaction with Room-based Video Conferencing Devices
Top Factors Affecting Room-based Video Conferencing Device Purchases
Total Annual Revenues
Revenue Growth
Profit Margins
Top Investments for 2020 Enterprise Digital Solution Budgets
Conclusion
Legal Disclaimer
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
The Frost & Sullivan Story
Value Proposition—Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
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Key Features
- IT staff, C-level leaders and department heads are most commonly involved in enterprise digital solution purchase decisions.
- Those same roles are also most consistently involved in driving solutions adoption within their organizations.
- A consumer-like experience is deemed “very influential” in communications and collaboration solution purchase decisions.
- Half of decision-maker respondents “often” consider diverse workforce demographics, compared to 27 percent that “always” consider workforce demographics, in purchase decisions.
- Only 15 percent of respondents view their organizations as part of the late majority or laggards with respect to adoption of new enterprise digital technologies.
- A majority of organizations expect the number of private offices, huddle rooms and mid-to-large conference rooms to increase in the next three years.
- Desktop communications and collaboration tools, wireless enterprise voice devices, video endpoints, and collaboration-equipped huddle spaces rank among the top investments aimed at increasing office productivity.
- The top drivers for investing in communications and collaboration solutions in the next two years include improving teamwork, information management and customer experiences.
- Top investment restraints across most technologies include: cost, lack of perceived value and integration complexity.
- Organizations are almost equally split on whether they have deployed single-vendor vs multi-vendor solutions. Hybrid (cloud and premises-based) architectures will continue to account for a considerable share of customer communications environments.
- Leveraging artificial intelligence (AI) to enhance communications is a very relevant or somewhat relevant topic for nearly 80 percent of organizations.
- Security concerns and job displacement are top concerns associated with leveraging AI to enhance communications.
- The top four decision-making factors across numerous technologies include: security, ease of use, reliability, and features.
- The top four investments for enterprise digital solutions in 2020 include: big data analytics, web and video conferencing, group video conferencing, and marketing automation.
Author: Elka Popova
| Deliverable Type | Customer Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Elka Popova |
| Industries | Telecom |
| WIP Number | K3F1-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9528-C1,9535-C3,9717-C3,9A59-C1,9705-C1,9A5B-C1,9610,9656,9724 |
End-User Priorities in Communications and Collaboration Investments, 2019
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