2012 Unified Communications and Collaboration Study

Key Trends and Future Effects

Conducted across the IDG Enterprise brands: CIO, Computerworld, CSO, InfoWorld, ITworld & Network World

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

Unified Communications and Collaboration

Purpose and Methodology

Survey Sample
Field Work Total Respondents Margin of Error Audience Base Feb. 14, 2012 Mar. 6, 2012 1,105 +/- 2.9% CIO, Computerworld, CSO, Network World, InfoWorld and ITworld sites and email

Survey Method
Collection Number of Questions Online Questionnaire 22 (incl. demographics)

Survey Goal
To gain a better understanding of current and future Unified Communications and Collaboration (UC&C) investments.

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

Unified Communications & Collaboration (UC&C) Solutions Definition

A broad umbrella of technologies that are all accessible through common user interfaces on desktop and mobile devices using voice or tactile controls. Technologies may include:
Advanced telephony calling and management Unified messaging (UM) (email, fax, and voice messaging combined) Web conferencing, audio conferencing, and videoconferencing Instant messaging (IM) Pervasive presence management and awareness Mobility, collaboration, business voice over IP (VoIP) services, communications-enabled business processes (CEBPs), and contact center

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

Enterprise Org. Early Adopters of UC&C

59%
Of those deploying, enterprise organizations are more likely
than SMBs to be currently using or planning to implement/upgrade UC&C solutions within the next year.

44%

36%
29%

35%

26%

Currently using
<1000 1000+

Planning to implement or upgrade Planning to implement or upgrade in within 1 year 1-3 years
<1000 1000+

Q. Is your organization currently using or planning to implement or upgrade unified communications and collaboration (UC&C) solutions?
Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

Consumerization Strongest Accelerator

Industries most likely to view consumer devices as driving faster adoption of UC&C:

Yes 62%
<1000

Yes 74%
1000+

High tech
Financial services Health care

74%
73% 72%

Q. Has the influx of consumer devices such as smartphones and tablets accelerated plans for unified communications and collaboration (UC&C solutions and services investments at your organization?
Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

Productivity Seen As Primary Benefit

Increased productivity Increased flexibility for employees Faster response time/delivery of information Improved external customer service Reduced travel costs Faster decision-making Better-informed decision-making
19% 17% 16% 7% 7% 30% 28% 39% 42%

61%

More innovation
Improved employee morale Reduction in carbon footprint

Q. Which of the following are the primary drivers for unified communications and collaboration (UC&C) investments at your organization? (Please select up to three).
Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

Cost Poses Greatest Challenge

Cost/funding Integration with existing infrastructure Lack of experience/skill sets Security/privacy Network bandwidth limitations Extending UC&C solutions to mobile workers Commitment/buy-in from stakeholders Integration with consumer devices Application performance problems Ensuring access to data within the UC&C environment 33% 31% 27% 24% 22% 21% 20% 18%
None of the above/Other 7% Q. Which of the following are the greatest challenges when it comes to implementing unified communications and collaboration solutions?
Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

54% 47%

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

Investments Imminent: Next 12 Months

Enterprise IP Telephony (e.g. IP PBX IP telephone VoIP) Collaborative Applications (e.g. email instant communication applications, enterprise social software) Videoconferencing Equipment Enterprise Mobility UC&C Services (e.g. consulting/integration/maintenance)
37%
47% 35% 40% 34% 24% 26% 3% 8% 3% 5% 60% 51% 56% 47% 56%

CRM and contact center applications

None of the Above Not Sure

90%

of total respondents have UC&C-related investments planned within the next 12 months

1,000+
Q.

<1,000

In which of the following areas is your organization planning to invest within the next 12 months to support unified communications and collaboration (UC&C) initiatives?
Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

Outsourcing Takes a Back Seat to Private Models

51% Private, On-Premise
22% Hybrid 9% Hosted 8%
Managed

58%
expect these models to free up IT staff.

5%
4%

Not sure

None

Q. Which of the following best describes your organizations primary unified communications and collaboration (UC&C) model? [If managed, hosted or hybrid or hosted] Have or do you anticipate hosted (cloud-based) unified communications and collaboration (UC&C) solutions will potentially free up IT staff to focus their expertise on other IT projects within your organization?
Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

But Moving In the Opposite Direction?

59% 52% 40%

Companies with longer planning horizons are more likely to favor hybrid models.

27% 20% 21% 8% 10% 5% Managed

Currently Using

8%

11%

9%

Private On-Premise

Hosted
Planning <12 Mos

Hybrid
Planning 1-3 Yrs

Q. Which of the following best describes your organizations primary unified communications and collaboration (UC&C) model?
Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

Security, Ease of Use Top Vendor Requirements

Ability to meet security requirements Ease of use Low total cost of ownership Integration into existing infrastructure Support and services Ease of ongoing management and maintenance Appropriate level of scalability Experience in building and running UC&C solutions Data availability within the UC&C environment Easy to understand pricing model Avoiding vendor lock in Offers same quality of in-office experience to mobile workers Innovative solutions Solution will not require specialized IT skills Experience in my organization's industry

47% 39% 33% 32% 31% 26% 21% 20% 19% 18% 46% 46% 48% 53% 53% 46% 43% 48%

35% 48%

13% 2% 10%1% 19% 16% 17% 1% 3% 2%

16% 1% 21% 26% 29% 27% 2% 5% 6% 4%

16%
14% 13% 11% 9%

35%
43% 42% 36% 30% 34%

34%
35% 35% 37%

10%
6% 7% 12% 24%

Critical

Very Important

Somewhat Important

Not Important

Q. Please rate the following factors when evaluating unified communications & collaboration (UC&C) vendors for your organization.
Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

10

Learn More
To view the full results please contact Bob Melk, SVP, Group Publisher & CMO of IDG Enterprise at bmelk@idgenterprise.com.

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012

METHODOLOGY

RESULTS

CONCLUSION

DEMOGRAPHICS

11