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An analyst briefing presentation delivered by analysts Rob Arnold and Melanie Turek of Frost & Sullivan's Unified Communications & Collaboration practice.
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Enterprise Communications in 2011:Buyers Reveal their Top Priorities
Rob Arnold, Senior Industry AnalystMelanie Turek, Industry Director
Unified Communications & Collaboration
North America Information & Communication Technologies
Frost & Sullivan’s Growth Consulting can assist with your growth strategies
2
Agenda
Year 2010 Highlights• Hot Topics • Notable events
End User Survey• 2010 North America Communications & Collaboration Products and
Services• Mapping Hot Topics to Survey Results
• Mobility, UC, Conferencing, Video, Social Media, Collaboration, Best of Breed vs. Single Source Solutions
• Drivers and Restraints
Frost & Sullivan Conclusions and Forecasts
3
2010 UC&C Market Highlights
4
UC&C Hot Topics in 2010
Hot Topics • UC&C markets are exciting again• Cloud, CaaS/Hosted UC, mobility, tablets, video, virtualization, enterprise social
networking, CEBP, multi-vendor interoperability
Notable Events• Cloud: Microsoft 365, Cisco HCS, Oracle Sparc, Juniper, SAP, Amazon• Mobility: Android, iPhone• Tablets: iPad, Cisco, Avaya, many others • UC: Lync launch, Lotus Foundations Reach• Social Networking: Siemens Enterprise, ALU/Genesys, Cisco• Consolidation: Avaya-NT, Cisco-Tandberg • Interop: UFIC creation, telepresence, Avaya, Alcatel-Lucent, others• Video: Polycom, LifeSize, RADVISION, Vidyo, others• CEBP: Siemens OpenScape Fusion, InIn IPA• Virtualization: Mitel, Aastra, Siemens Enterprise, others
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End User Survey Scope
Demographics of Survey Participants
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End User Survey Scope
2010 North America Communications & Collaboration Products and Services
200 companies across US & Canada
Company Size: • 21% have 500+ employees• 79% have less than 500 staff
Industries:• Healthcare, Financial Services, Hospitality, IT/Telecom, Retail, Public Sector
• Each approx 16.5% of total
Budget allocation: • Half of participants say IT budget (servers, storage, networking) <30% of total expenditure • Half of participants say UC&C budget is <20% of total expenditure
Status of deploying UC: • 30% have already; 28% in process; 4% planning/evaluating; 18% have no plans
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End User Survey Scope (Cont’d)
CEO48%
CFO7%
COO5%
CTO5%
CIO20%
CMO2%
VP/Manager of IT/Telecom
13%
Survey Participant Titles/Roles
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End User Survey Scope (Cont’d)
Survey Participants with Large Focus on UC Strategy
21%
12%
28%
14% 15%
12%
Healthcare FinancialServices
Hospitality IT/Telecom Retail PublicSector
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End User Survey Scope (Cont’d)
0%
10%
20%
30%
40%
50%
60%
Survey Question:Which of the following communications and collaboration products or services are currently used within your organization (by employees)?
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End User Survey
Mapping Marketing & Development Trends to End User Feedback
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UC Clients and IM
UC Client 62% use extensively company-wide,
33% mainly by senior management
IM71% use extensively company-wide,
23% mainly by senior management
90+% think IM and UC clients are important, use meets expectations & will increase/maintain usage next year
Top benefit: improve collab across dispersed teams
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Mobility
Mobility is HUGE
70% use mobile extension extensively across company
91% say mobile extension is important • both large and small/mid accounts• highest rating in retail; lowest in IT/telecom
All sectors plan to increase mobile extension use or maintain capacity in next 12 months
• Drivers: work/life balance, customer service, collab across distributed teams
94% plan to expand or maintain current use of cell/mobile phones
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Conferencing
Use Importance 12 month plan Top Driver
Audio 65% extensive company-wide
32% mainly senior management
60% very
34% somewhat
51% increase use
42% maintain use
Reduce cost
Web 65% extensive
30% mainly senior management
60% very
33% somewhat
52% increase use
40% maintain use
Improve work/life balance
Video 54% extensive
40% mainly senior management
62% very
35% somewhat
49% increase use
45% maintain use
Accelerate decision making
Tele-Presence
67% extensive
27% mainly senior management
58% very
38% somewhat
54% increase
40% maintain
Environmental goals
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Interoperability
Survey Question:How would you describe your communications infrastructure today (from a
communications software point of view)? Large Accounts Small/Mid
Multi-vendor & not integrated 48% 50%Tightly integrated multi-vendor 45% 25%End-to-end single-vendor 7% 26%
Survey Question:How would you describe your communications infrastructure in 24 months (from a
communications software point of view)? Large Accounts Small/Mid
Multi-vendor & not integrated 29% 42%Tightly integrated multi-vendor 60% 30%End-to-end single-vendor 12% 28%
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Virtualization
Adoption Status
• 32% have virtualized solutions; 25% are in process; 14% considering; 5% planning to deploy in next 12 months; 18% have no plans
• Highest penetration in financial services, hospitality, IT/telecom sectors
• Lowest in retail and public sectors
• 56% claim their virtualization administrator has influence on deployment; 26% have no such employee
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CaaS, Hosted UC&C
44% of surveyed companies use hosted services
Hosted Trends:
• 73% said hosted services utilization increased in past 12 months
• 76% anticipate utilization to increase in the next year
• 40% are likely to implement; 13% likely will not implement in next 12 months
Top 5 Hosted Drivers:1) Greater flexibility for growth/downsizing2) Eliminate cost, hassle of multivendor integration3) Lower TCO compared to CPE4) Faster access to advanced capabilities5) Re-assign current IT/telecom staff to other tasks
Top 5 Hosted Restraints:1) Prefer to maintain full control2) Significant investments in CPE3) Too costly4) Security concerns5) Existing IT staff better understands needs
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CEBP
Survey question:
What is the status of integrating UC&C capabilities into business process software such as CRM, ERP, HR apps?
• 29% of total have • 24% in process, 18%
considering, 21% not planning• Highest penetration in
healthcare, financial services, IT/telecom sectors; lowest in retail and public sector
CRM/ HR/ ERPapps
Line of Business software
UC&C
CEBP
CEBP = Communications-Enabled Business Processes
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Social Media & Teamspaces
Large and Small/Mid customers use & view social media tools consistently
• 67.5% use extensively• Top driver: improve customer service• Top restraint: lack of user training
Team spaces usage & perception similar among Small/Mid and large accounts
• Used extensively by 60%, 33% mostly by senior management• Top driver: Increase collab across distributed teams; • Top restraint: implementation difficulty
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Frost & Sullivan Conclusions
Mapping Trends to End User Feedback and Forecasts
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Frost & Sullivan UC&C Conclusions
Macro FindingsApprox half of businesses surveyed expect budgets to stay the same in next several years.
Nearly half expected budgets to increase. Very few expect further cuts/decrease.
Businesses intend to invest in UC&C solutions to:• Reduce cost compared to current capabilities• Improve collaboration• Increase productivity• Improve work/life balance• Enhance mobility • Reduce travel
Survey participants indicated that they intend to increase their spending across all of these technologies starting in 2011.
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Frost & Sullivan UC&C Conclusions
Tablets in the enterprise• Used mostly for work & in the office space will reach 600K in 2010
• This is almost 5% estimated of total tablet shipment in 2010
IP PBX market share• Avaya will retake #1 market share position for IP PBX lines shipped worldwide
• Avaya approx 7 million vs. approx 5.6 million for Cisco
Interoperability and support• Customers expect more tightly integrated multivendor solutions as well as to deploy more
single vendor solutions• This will allow greater reliance on in-house staff for support
CEBP• Recent research indicates immature market, with solutions ill-defined• Lack of uniform definition makes measuring adoption extremely difficult• Customers interviewed have mostly small & pilot projects
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Frost & Sullivan UC&C Forecasts
Audio Conferencing • World tabletop endpoints revenue CAGR (2009-2015): 16.9%• World installed endpoints revenue CAGR (2009-2014): 11.2%• World bridges revenue CAGR (2010-2016): 11.2%• North America services revenue CAGR (2009-2016): 2.6%
World Web Conferencing and Collaboration Market • $1.70B market in 2009 forecast to reach $4.12B by 2014• 5 Year CAGR of 19.4%. (includes web conferencing hosted services, on-premise web
conferencing, web events, and remote support markets)
World Videoconferencing Systems and Services • $2.25B market in 2009 forecast to reach $5B by 2014 • 5 Year CAGR of 17.4%
North America Enterprise Telephony Implementation & Management Services• revenue CAGR (2009-2016): 1.8%
World IP Desktop Phone revenue CAGR (2009-2016): 2.1%
World IP Telephony Line revenue CAGR (2009-2016): 3.5%
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Appendix
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Next Steps
Request a proposal for our Growth Partnership Services or Growth Consulting Services to support you and your team to accelerate the growth of your company. ([email protected]) 1-877-GoFrost (1-877-463-7678)
Join us at our annual Growth, Innovation, and Leadership (GIL) 2011: Silicon Valley conference, September 11-14, 2011, Fairmont Hotel, San Jose, CA (www.gil-global.com)
Register for the next Chairman’s Series on Growth Dec 20, 2010, Driving Innovation: The What, Why & How of Visions and
Benchmarks(http://www.frost.com/growth)
Register for Frost & Sullivan’s Growth Opportunity Newsletters and keep abreast of innovative growth opportunities(www.frost.com/news)
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For Additional Information
Jake WengroffCorporate Communications(210) [email protected] @JakeWengroff
Craig HaysDirector of SalesInformation & Comm Technologies(210) [email protected]
Melanie TurekIndustry Director(970) [email protected] @melanieturek
Rob ArnoldSenior Industry Analyst(770) [email protected] @rwa_ca