2016 SURVEY REPORT Unified Communications and Collaboration
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1 2016 SURVEY REPORT Unified Communications and Collaboration
2 EXECUTIVE SUMMARY About the survey This survey was conducted to understand the state of Unified Communications & Collaboration products and services in the marketplace. Specifically, we were looking to: Explore how organizations are deploying communications and collaboration solutions today Understand the drivers of new unified communications and collaboration (UC&C) technology purchases Gauge the importance of the cloud in UC&C today, and in the future Uncover the challenges and benefits of moving to the cloud and of adopting a UCaaS (Unified Communications as a Service) model Which of the following best describes your position at your company? Consultant CEO / Board Member Who responded The survey was sent to VP, director, manager and C-level employees at companies representing a wide variety of industries, including finance and insurance, healthcare, manufacturing, government, retail and telecommunications. Respondents worked at companies averaging between ,000 employees. Key takeaways Companies are aware of the strategic value of communications and collaboration technology. They expect these solutions to contribute to the efficiency and productivity of their organizations internally, and ultimately improve their competitive position in the marketplace. There are a variety of deployment methods for UC&C solutions, including on premise systems, cloud and hybrid platforms. However, a large percentage of companies report using standalone products. While VoIP is the most widely deployed UC&C solution today, the most desirable future capabilities include content sharing, mobility and conferencing solutions. C-Level / VP Director The move to the cloud and managed services is being driven by a high desire for service, support and availability. Manager / Team Lead 2016 SURVEY REPORT 2
3 SECTION I Why to buy: Top 3 goals for communications & collaboration technology decisions Companies have come to expect a lot from their technology decisions. Communications and collaboration are no exception as organizations look to these solutions to keep them at the forefront of their industries. Survey respondents ranked operational efficiency, employee productivity, and cost savings as their top goals when making a communications and collaboration purchase decision. Lower priority was supporting external stakeholders or addressing BYOD concerns. The top reason for making a collaboration technology decision was improving operational efficiency and workflows What are the top business goals you have when making a collaboration technology desicion? (choose top 3) Improving operational efficiency and workflows Improving employee productivity Cutting ongoing costs, reducing capital expenditures Supporting employee collaboration Making our organization more agile and responsive to customer and market trends Supporting a mobile/virtual workforce Facilitating better communication with external stakeholders Cost cutting came in third at 47% Getting in front of (bring your own device) BYOD trends SURVEY REPORT 3
4 SECTION II Key capabilities for communications & collaboration solutions Communications and collaboration used to be buzzwords, but today are true drivers to achieving business goals. But, while technology investments have never been more important, they have also become more complex. Collaboration now means giving internal stakeholders the tools they need to securely work together in new ways, and across locations. Companies expect their UC&C solutions to support mobility, video/web conferencing, instant messaging and to integrate with other business critical solutions. Top 3 needs 1. Giving users new/multiple ways to communicate/work 2. Mobile connectivity 3. Integrating business apps to collaboration platform 43% will focus more budget on conferencing solutions. In terms of collaboration, which of these capabilities are the most important? (please choose top 3) Keeping mobile users connected from anywhere Giving users new ways to communicate, including video and web conferencing Integrating business specific applications to your collaboration platform Detecting devices when they connect to your network One to many communications services Connecting with other businesses or organizations Call center services SURVEY REPORT 4
5 SECTION III Feature set: What s being used today and plans for tomorrow Simple voice communications systems have become outdated and cannot support companies demands for collaboration. Today s modern communications are IP-based, offering scalability and flexibility, plus integration with other services. Survey respondents support this trend toward IP, with the large majority using IP voice communications. In the next year, conferencing and content sharing are also highly desirable. Today s top features: 1. VoIP is the leading communications solution; used by 69% of respondents. 2. /Voice Mail Integration: 61% 3. Mobile integration: 40% Which communications & collaboration solutions will you invest in next year? VoIP Video conferencing /voic integration Instant Messaging Web conferencing Audio conferencing Mobile connectivity for voice and messaging services Content sharing Call center capabilities Presence indication SURVEY REPORT 5
6 SECTION IV How UC&C solutions are adopted and deployed Communications and collaboration solutions have clearly become mainstream, with over 90% of respondents offering some sort of collaborations services. Nearly one-third of respondents are using cloud-based unified collaboration and communications whether on premise, in the cloud or as a hybrid deployment. 28% of respondents are using either a complete cloud-based or hybrid solution. How are you delivering communications/collaboration services today? We use standalone products for some collaboration services Our communications platform offers some collaboration services We have a complete on-premise unified communications solution We have a complete hybrid unified communications solution We have a complete cloud-based unified communications solution We don t provide collaboration services We use a traditional Centrex telephone system from our phone carrier (please specify) Users bring their own services and applications into the workplace SURVEY REPORT 6
7 SECTION V The move to the cloud The cloud is clearly top of mind in most industries, and more and more companies are migrating to cloud-based communications services. According to survey respondents, a relatively small portion of their communications & collaboration services are being delivered via the cloud today. However, companies plan to move the majority of communications and collaboration services services to the cloud, starting immediately and continuing over the course of the next two years. 87% of the companies surveyed have collaboration and communications services deployed via the cloud with plans to increase the percentage of services they re deploying in the near future. What percentage of your communications & collaboration tools will you deploy via the cloud over the next 2 years? 50-75% % 25-50% We don t have any coud-based communications services 0-25% SURVEY REPORT 7
8 SECTION VI UC&C options: Managed or DIY? Unified Communications as a Service (UCaaS) is of growing interest for companies who are looking for an easy way to buy, deploy and scale their communications offerings. Survey respondents supported this theory, identifying significant upsides to choosing a hosted service as a deployment option. According to the survey, the main benefits revolved around service and availability. 56% of respondents stated that 24/7/365 service was a key benefit to choosing UCaaS What do you think are the upsides of managed Unified Communications as a Service (UCaaS)? (Check all that apply) 24/7/365 support Single point of contact for all service needs Can handle disaster response Proactive monitoring Better performance / service level agreements (SLAs) Access to extra capacity Faster response/lower wait times 51% ranked single point of contact as an upside Access to temporary IT expertise Stronger security SURVEY REPORT 8
9 SECTION VII The vendor/solutions decision: Considerations & concerns When considering the move to a UCaaS solution, respondents identified their most important attributes. Managing costs was a major consideration both in terms of reducing investment and gaining access to a flexible pricing structure. Almost equal in importance was the need to meet specific company requirements around security and integration with existing applications, and having access to available and knowledgeable IT staff. Respondents had set expectations around their vendor considerations as well. Brand strength and reputation and technology innovation topped the list, and integration continued to play a significant role. Top 5 attributes of a UCaaS Solution: 1. Flexible pay as you need it pricing structure: 35% 2. Reduction of CAPEX and investments: 33% 3. Ability to meet security requirements: 32% 4. Availability and expertise of IT Staff: 31% 5. Ability to integrate with existing technologies: 30% What are the most important attributes in a UCaaS vendor? (please choose top 3) Flexible cost structure pay for the services you need Reduced capital expenditures/investments Can meet security/compliance needs Increased availability and efficiency of IT staff Ability to integrate with existing technologies Scalability to add new users/locations Single vendor accountability Availability/SLAs Ability to support cloud, premise, and hybrid services Carrier agnostic Customization options Simplified data center with less spent on space, power, and cooling SURVEY REPORT 9
10 SECTION VII CONTINUED Concerns about moving to a UCaaS vendor were varied, but mainly focused on service and support. Cost took a back seat to making sure a vendor could meet their needs and keep their systems up and running during deployment. Top 3 concerns about Deploying a UCaaS 1. Disruption of Service: 51% 2. Integration of existing technology: 48% 3. Management/prediction of monthly costs: 46% While the considerations and concerns exist, respondents seem more open to the possibility of choosing UCaaS as a deployment option in the future. Companies are 38% more likely to deploy UCaaS services this year then they were last year. About NWN NWN helps customers solve business problems with proven, relevant IT solutions and services. We keep pace with our customers evolving technology needs, expanding our expertise into new and exciting solutions and applications. Learn more at To learn more about transforming the way your organization collaborates with a cost-efficient, scalable, and supportive communication solution, contact NWN or at [ ] SURVEY REPORT 10
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