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

Key Trends and Future Effects

2012 Unified Communications and Collaboration Study

Unified Communications and Collaboration

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

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

Purpose and Methodology

1

Survey Sample

Field Work Feb. 14, 2012 –

Mar. 6, 2012

Total Respondents 1,105

Margin of Error +/- 2.9%

Audience Base CIO, Computerworld, CSO,

Network World, InfoWorld

and ITworld sites and email

Survey Method

Survey Goal

To gain a better understanding of current and

future Unified Communications and Collaboration

(UC&C) investments.

Collection Online Questionnaire

Number of

Questions

22 (incl. demographics)

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

2

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

Unified Communications & Collaboration (UC&C) Solutions Definition

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

3

Enterprise Org. Early Adopters of UC&C

Q. Is your organization currently using or planning to implement or upgrade unified communications and collaboration (UC&C) solutions?

29%

35% 36%

26%

Planning to implement or upgradewithin 1 year

Planning to implement or upgrade in1-3 years

<1000 1000+

44%

59%

Currently using

<1000 1000+

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.

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

4

Consumerization Strongest Accelerator

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?

<1000

Industries most likely to view

consumer devices as driving

faster adoption of UC&C:

High tech 74%

Financial services 73%

Health care 72%

Yes 62%

Yes 74%

1000+

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

5

7%

7%

16%

17%

19%

28%

30%

39%

42%

61%

Reduction in carbon footprint

Improved employee morale

More innovation

Better-informed decision-making

Faster decision-making

Reduced travel costs

Improved external customer service

Faster response time/delivery of information

Increased flexibility for employees

Increased productivity

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).

Productivity Seen As Primary Benefit

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

Q. Which of the following are the greatest challenges when it comes to implementing unified communications and collaboration solutions?

Cost Poses Greatest Challenge

None of the above/Other – 7%

18%

20%

21%

22%

24%

27%

31%

33%

47%

54%

Ensuring access to data within the UC&C environment

Application performance problems

Integration with consumer devices

Commitment/buy-in from stakeholders

Extending UC&C solutions to mobile workers

Network bandwidth limitations

Security/privacy

Lack of experience/skill sets

Integration with existing infrastructure

Cost/funding

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

7

Investments Imminent: Next 12 Months

Q. 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?

5%

8%

26%

34%

35%

37%

47%

51%

3%

3%

24%

40%

47%

56%

56%

60%

Not Sure

None of the Above

CRM and contact center applications

UC&C Services (e.g. consulting/integration/maintenance)

Enterprise Mobility

Videoconferencing Equipment

Collaborative Applications (e.g. email instantcommunication applications, enterprise social software)

Enterprise IP Telephony (e.g. IP PBX IP telephone VoIP)

1,000+ <1,000

90% of total respondents have

UC&C-related investments

planned within the next 12 months

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

8

Outsourcing Takes a Back Seat to Private Models

Q. Which of the following best describes your organization’s 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?

Private, On-Premise

Hybrid

Hosted

Managed

Not sure

None

51%

22%

9%

8%

4%

5%

58%

expect these

models to free up

IT staff.

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

9

…But Moving In the Opposite Direction?

59%

8% 8%

20%

52%

10% 11%

21%

40%

5% 9%

27%

Private On-Premise Managed Hosted Hybrid

Currently Using Planning <12 Mos Planning 1-3 Yrs

Q. Which of the following best describes your organization’s primary unified communications and collaboration (UC&C) model?

Companies with longer

planning horizons are

more likely to favor

hybrid models.

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

10

Security, Ease of Use Top Vendor Requirements

Q. Please rate the following factors when evaluating unified communications & collaboration (UC&C) vendors for your organization.

9%

11%

13%

14%

16%

18%

19%

20%

21%

26%

31%

32%

33%

39%

47%

30%

36%

42%

43%

35%

48%

43%

46%

53%

53%

48%

46%

46%

48%

35%

34%

37%

35%

35%

34%

27%

29%

26%

21%

16%

17%

16%

19%

10%

13%

24%

12%

7%

6%

10%

4%

6%

5%

2%

1%

2%

3%

1%

1%

2%

Experience in my organization's industry

Solution will not require specialized IT skills

Innovative solutions

Offers same quality of in-office experience to mobile workers

Avoiding vendor lock in

Easy to understand pricing model

Data availability within the UC&C environment

Experience in building and running UC&C solutions

Appropriate level of scalability

Ease of ongoing management and maintenance

Support and services

Integration into existing infrastructure

Low total cost of ownership

Ease of use

Ability to meet security requirements

Critical Very Important Somewhat Important Not Important

Source: IDG Enterprise Unified Communications and Collaboration Study, March 2012 • METHODOLOGY • DEMOGRAPHICS • RESULTS • CONCLUSION

11

To view the full results please contact Bob Melk, SVP, Group Publisher & CMO

of IDG Enterprise at bmelk@idgenterprise.com.

Learn More