Beth Schultz
Beth Schultz is editor of No Jitter and program co-chair for Enterprise Connect. Beth has more than two decades of...
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Beth Schultz | November 23, 2016 |


The Rise of Cloud Comms: Insight from No Jitter Research

The Rise of Cloud Comms: Insight from No Jitter Research Our second-annual Cloud Communications Survey charts growing interest in a variety of service types.

Our second-annual Cloud Communications Survey charts growing interest in a variety of service types.

As Eric Krapf, GM and program co-chair for Enterprise Connect, wrote a month or so ago in a No Jitter post, the time is now for enterprises to make a decision about how they might best take advantage of cloud communications. He pointed out that legacy communications vendors have all articulated their strategies and technology plans for facilitating a move to the cloud, and that many enterprises are well on their way to cloud adoption.

You might read into this that ignoring the cloud could well lead to a competitive fail -- if not this year or next, then over the longer term.

Before you dismiss that as hyperbole, consider this finding from No Jitter Research's 2016 Cloud Communications Survey: More than half of the 255 enterprise respondents -- 55% -- said they believe the benefits of moving to the cloud are either clearly identifiable or underestimated. That, to me, is a fairly positive sign of the overall positive attitude about cloud communications.

Click inside for No Jitter's 2016 Cloud Communications Survey results

And they're liking the cloud for a variety of reasons, including reduced total cost of ownership compared to on-premises solutions (24%); the agility to add features, functions, and/or users quickly in response to business needs (19%); and system resiliency/disaster recovery (14%). Scalability and the ability to address a lack of adequate in-house staffing ranked as compelling reasons for 11% of respondents, while the advantage of opex pricing fell just below that mark (7%).

Besides the ever-popular cloud-delivered audio, video, and Web conferencing services, four cloud services types popped up as gaining in appeal, compared to 2015 survey results, for enterprises: mobile apps, PBX/call control, ACD/contact center, and communications APIs. In addition, two-thirds of enterprise respondents indicated their organizations are using UC cloud services -- meaning instant messaging/presence, conferencing, and voice and video calling. (Note that we did not break out UC as a distinct category in the 2015 survey, so a year-to-year comparison is not available for that application type).

The 2016 results show continued sunny skies ahead for cloud PBX, team collaboration and other mobile application services, UC, and contact center in the cloud, with enterprise respondents indicating bringing on these additional functions in 2017. Here's a quick snapshot:

Cloud PBX - Slightly more than one-tenth of enterprise respondents said their organizations would be adding cloud PBX services within the next 12 months. Given that year-over-year comparisons show a rise from 20% to 28% of enterprises indicating they are using cloud PBX services, this 2017 forecast will continue the growth trend.

Team Collaboration/Mobile Apps - Use of team collaboration and other cloud-based mobile communications applications jumped 8% from 2015 to 2016. The upward trend should continue, with 16% of this year's enterprise respondents indicating that within the next 12 months their organizations would be adding mobile apps to the list of cloud communications services they use.

UC - One-third of this year's respondents said they are using cloud-based UC services, with an additional 20% signaling they would be doing so within the next 12 months.

Contact Center - The growth in cloud contact center use was only a slight 2% from 2015 to 2016, but 10% of this year's enterprise respondents indicated their organizations would be bringing on cloud contact center services in the next 12 months.

As results such as the growth in these four areas show, the move to the cloud for communications is steadily progressing. Are you ready for what that means for your IT organization in particular, the enterprise as a whole, and the industry in which it operates? You'd best be!

Check out additional results from No Jitter's 2016 Cloud Communications Survey here, and join us at Enterprise Connect 2017, March 27 to 30 in Orlando, for an in-depth exploration of cloud communications. See what sessions we have planned for our Cloud Communications track here, and register today with code NOJITTER to receive $300 off an Entire Event pass or a free Expo Plus pass.

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