SHARE



ABOUT THE AUTHOR


Melanie Turek
Melanie Turek is Vice President, Research at Frost & Sullivan. She is a renowned expert in unified communications, collaboration, social...
Read Full Bio >>
SHARE



Melanie Turek | February 05, 2013 |

 
   

Truly Unified Communications and Collaboration Technologies Still Not Mainstream

Truly Unified Communications and Collaboration Technologies Still Not Mainstream Those who have deployed advanced UC&C generally expect usage to increase or stay the same over the next year, while a large portion of non-users report no plans to adopt new tools in the next year.

Those who have deployed advanced UC&C generally expect usage to increase or stay the same over the next year, while a large portion of non-users report no plans to adopt new tools in the next year.

According to Frost & Sullivan's 2012 IT Decision Makers' View of the Enterprise Communications Evolution survey, awareness and usage of various communications and collaboration tools is increasing. The C-level executives who participated in the survey report the highest level of awareness and usage for instant messaging and conferencing (including audio, video, and web). Despite the industry spotlight on enterprise mobility, mobile extension applications rank only average among the tools listed in terms of awareness, organization use, and personal use by decision makers.

Enterprise social media tools and shared team spaces are likewise getting a lot of attention in the industry. But these applications also rank in the middle of the pack in terms of awareness and usage.

Organizations that have deployed advanced communications and collaboration tools generally expect usage to increase or stay the same over the next year, while a large portion of non-users report no plans to adopt new tools in the next year, mainly because they have other technology investment priorities or believe the new tools have limited value.

Overall, communications and collaboration tools are meeting organizations' expectations--with the exception of enterprise social media tools, which most users have not integrated with formal marketing, market research, and other traditional customer acquisition and retention programs.

Indeed, most of the CXOs in the survey said that although they currently manage a complex mix of UC&C products from a variety of vendors--and although they also hope to simplify that situation in the near future--very few have actual plans for integration, either across the applications themselves or with broader business software or processes.

Among the leading UC&C solutions providers, AT&T tops the list as most generally and primarily used. However, Skype earned top honors in reported customer satisfaction (although while 31% of survey respondents generally use Skype, only 6% list Skype as their primary provider).

The financial services sector is the leading adopter of unified messaging and visual voicemail, perhaps due to regulatory mandates. Surprisingly, penetration of unified communications clients is deepest within the hospitality vertical. Also somewhat surprisingly, enterprise social media tools have had their greatest traction within the public sector.

Adoption of video conferencing tools was highest in hospitality and the public sector--a departure from conventional wisdom, which suggests healthcare and education would rank among the greatest adopters of visual collaboration tools.

Plans for future deployment of UC&C solutions do not vary significantly by company size, but larger organizations have plans to deploy them more actively. Smaller companies are more hesitant, likely due to budget constraints and/or lesser requirements for advanced communications tools.





COMMENTS



Enterprise Connect Orlando 2017
March 27-30 | Orlando, FL
Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Special Offer - Save $200 Off Advance Rates

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

March 8, 2017

Enterprise IT's ability to innovate is critical to the success of the business -- 80% of CIOs agree. But the CIO role has never been more challenging than it is today, with rising operational respo

March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.