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The State of North American Business Customer Adoption of IPT and VOIP: Page 3 of 4

Suppliers and service providers hold the key to stimulating enterprise customer adoption of CPE and Hosted systems
April 01, 2008

  • WAN VOIP ADOPTION TRENDS

    WAN VOIP deployments vary by size and are consistent with a number of the trends we’ve seen with IP telephony. Since most companies that employ IP videoconferencing do so to facilitate collaboration between employees who are not co-located, it is fitting that its adoption trends closely correlate with WAN VOIP. Specifically, in this survey we learned that:

  • Enterprise VOIP spending levels are unchanged. In 2007, 47% of North American enterprises planned to increase their year-over-year spending on WAN VOIP services— consistent with 2006’s spending levels. Planned spending increases with company size-- 41% of large enterprises said they’d increase spending, as would 49% of Global 200 companies. The biggest spenders are companies in the manufacturing and retail/wholesale industries – in each case, more than 50% of the companies in each sector planed to increase spending on VOIP.
  • Enterprise deployments correlate with size. Compared to the North American average of 17%, current and near-term WAN VOIP deployments increase with size. For instance, 22% of large businesses were in the process of rolling out VOIP, compared with 28% of Global 200 companies. On IP videoconferencing, the sense of urgency increases with size—5% of large businesses and 11% of Global 2000 companies said implementation of IP videoconferencing was a critical priority in 2007. Twenty percent of North American enterprises have deployed IP videoconferencing; most importantly, current or planned use of this technology consistently increases with company size. (see Figure 3)

    FIGURE 3: Adoption Of And Interest In Site-To-Site WAN VoIP and IP VideoConferencing Increases With Size

    (percentages may not total 100 because of rounding)
    Base: 348 technology decision-makers at North American enterprises
    Source: Forrester Research Enterprise Network And Telecommunications Survey, North America And Europe, Q1 2007
  • Manufacturing and business services firms are strong WAN VOIP adopters. Different industries have greater prominence at each stage of adoption—as for current adopters, companies in the manufacturing and business services sectors exceed the North American average. Companies in the utilities and finance and insurance sectors outpace their peers in rolling out this service. And enterprises in the retail/wholesale and finance and insurance sectors are most aggressively evaluating WAN VOIP. (see Figure 4)

    FIGURE 4: Enterprise Adoption Of/Interest In Hosted VoIP/Site-To-Site WAN VoIP Varies By Industry

    “At what stage is your company in the adoption of hosted VoIP and site-to-site WAN VoIP?”


    Figure 4a: HOSTED VOIP

    Figure 4b: SITE-TO-SITE VOIP

    Base: 348 technology decision-makers at North American enterprises
    Source: Forrester Research Enterprise Network And Telecommunications Survey, North America And Europe, Q1 2007
  • Financial services, utilities and the public sector lead IP videoconferencing adoption. Among North American enterprises, companies in the finance and insurance sector are the greatest current adopters, and those in the public sector are most aggressive in rolling out this technology.
  • Use of managed VOIP services is unchanged from 2006. Overall year-over-year adoption trends were flat; 2007’s levels are consistent with IPT CPE—6% of North American enterprises already use managed VOIP services, 8% were ‘very interested’ and 25% were ‘somewhat interested’. As for current users, size doesn‘t matter, but industry does—with 12% of manufacturers and 11% of utilities as the heaviest current users. For those who indicated they were ‘very interested’ in using managed VOIP services, companies in the media, utilities, and finance and insurance sectors express the most interest—at 11%, 14% and 13% respectively.

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