Enterprise Communications End User Analysis

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It includes interviews with 165 end users who are purchase decision makers of financial, banking and insurance companies. The analysis is broken out by small, medium and large businesses. It provides customer technology priorities, technology concerns and perceptions of who is best in class with regard to customer service, product training, innovation, scalability, openness and integration, customized industry solution, customized business size solution, etc. The technologies covered include IP telephony, instant messaging, unified messaging, presence management, audio conferencing, web conferencing and video conferencing. The study also includes analysis of hosted IP telephony providers as well as equipment vendors.

Table of Contents

Enterprise Communications End User Analysis, Analysis of Customer Needs in the Financial Services IndustryIntroductionTable of ContentsMotivation for StudyStudy Objectives; Conceptual Flow & MethodologySummary of Major FindingsOverall Industry: Plans/Drivers/RestraintsPlans for Move to IP TelephonyDrivers & RestraintsCurrent User AnalysisHosted or CPE?Hosted IP Telephony Vendor & Hosted IP Telephony Satisfaction LevelsIP PBX Vendors & IP PBX Satisfaction RatingsEvaluation of IP Telephony Features and FunctionsImportance of Features & FunctionsConcerns about Functions (Messaging; Conferencing; Presence Management)Future Spending PlansExpected Increases or DecreasesFrost & Sullivan AwardsBest Customer ServiceBest Return on InvestmentMost InnovativeBest Financial Industry-Focused SolutionMost Secure SolutionMost ScalableMost Open & Best Integration CapabilitiesMost Effective Product TrainingBest Business-Size Focused SolutionNext StepsNew Questions Raised from this StudyFuture Direction of Frost & Sullivan Research




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