Top Trends in UCC: An End User Perspective

May 27, 2016

Our most recent survey of IT decision makers revealed some interesting trends in the enterprise communications space. Here, some high-level findings; I will dig deeper into specifics in the weeks to come:

  • Smart phones are the most common UCC endpoints in use today; web conferencing is the most common UCC tool. But in three years, tablets could very well be the leading technology to be deployed in the enterprise.
  • Instant messaging (IM) is given to the largest number of employees, by a wide margin. It’s followed by conferencing and consumer social media. Smart phones and headsets are most likely to be deployed based on job roles.
  • Smart phones, instant messaging, and headsets are used by employees throughout the day. Most other UCC tools are used on a daily or weekly basis. Usage has been growing more frequent over the years.
  • Smart phones, instant messaging, headsets, and web and audio conferencing are deemed most important among UCC tools. Very few companies rate any UCC technology as “not important.”
  • A plurality of companies use multiple UCC products from multiple vendors on a one-off basis, but many expect to integrate them over the next three years. That said, the number of companies relying on a single provider for an end-to-end solution will decrease slightly in the future.
  • Companies are most likely to measure the ROI for smart phones, social media, and conferencing. Soft phones, IP telephony, headsets, and unified messaging are least likely to be assessed, perhaps because they are viewed as foundational to enterprise communications.
  • Video and web conferencing and UC clients are seen as reducing travel time and costs, making meetings more effective, and supporting dispersed workers. They are viewed as less likely to improve revenues or reduce product development time.
  • Companies use consumer social media for building community, offering promotions, and branding. Inside organizations, companies use social media for knowledge sharing, team building, and project management.
  • About half of the respondents have a social media policy in place, and many have already assigned employees to monitor and respond to the channel.
  • Companies are most likely to deploy social media to select teams, but more employees will have access within the next three years.
  • Companies see social media tools as either somewhat or highly effective in improving productivity
  • Employees are most likely to use social media, telephony, and conferencing for their personal use. They are most likely to use conferencing, social media, and consumer telephony for business purposes on company-owned devices. And they are most likely to use social media, consumer telephony, and conferencing for business purposes on personal devices.
  • Companies will spend the most on smart phones, tablets, social media, and collaboration technology this year and next.

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Melanie Turek


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