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Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
Communication and Collaboration Technology Trends to Watch in 2014 and Beyond
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Communication and Collaboration Technology Trends to Watch in 2014 and Beyond

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- Learn about the most disruptive market trends in 2014
- Receive insight into customer UCC investment priorities
- Hear Frost & Sullivan’s strategic recommendations for end users and vendors

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  • 1. Communications and Collaboration Technology Trends to Watch in 2014 and Beyond Growth Opportunities and Threats Elka Popova, Program Director Robert Arnold, Principal Analyst Information & Communication Technologies December 18, 2013 © 2013 Frost & Sullivan. All rights reserved. This document contains highly confidential information and is the sole property of Frost & Sullivan. No part of it may be circulated, quoted, copied or otherwise reproduced without the written approval of Frost & Sullivan.
  • 2. Today’s Presenter Elka Popova, Program Director Frost & Sullivan Connect with me on social media: @epopova ca.linkedin.com/in/popovaelka 12 years of market analysis and strategic consulting expertise with a focus on enterprise communications and next-generation technologies. Particular expertise in: - Enterprise telephony and messaging - Unified communications and collaboration - Hosted/cloud-based communications and SaaS - SIP trunking and VoIP access services 2
  • 3. Today’s Co-Presenter Robert Arnold, Principal Analyst Frost & Sullivan Connect with me on social media: @RobArnoldUCC http://www.linkedin.com/in/robarnold4 14+ years of communications market experience, including 10 years of market analysis and strategic consulting. Particular expertise in: - Unified communications and collaboration solutions - Visual communications products and services - Enterprise social networking - Advanced communications infrastructure architectures 3
  • 4. Agenda • • • • Understanding Evolving Customer Needs The Four BIGGEST Market Disruptors in Enterprise Communications and Collaboration Recommendations for IT Decision Makers Recommendations for Vendors 4
  • 5. Understanding Evolving Customer Needs
  • 6. Mega Cities and the Virtual Workplace • Work from Anywhere, Anytime • Increasingly Dispersed, but Highly Connected Workforce • City Sprawl and Growing Services Sector Source: Frost & Sullivan analysis. 6
  • 7. Evolving Workforce Demographics Virtualized Communications and Collaboration Solutions Base: All respondents ( n=1,011). Q32_1. Approximately what percent of your company's workforce currently consists of remote workers/telecommuters. Q32_2. Approximately what percent of your company's workforce currently consists of mobile workers? Q33a_1. Within the next three years, how do you expect the proportion of your company's remote workforce will change? Q33a_2. Within the next three years, how do you expect the proportion of your company's mobile workforce will change? Source: Frost & Sullivan analysis. 7
  • 8. UCC Value Proposition Remains Elusive The largest proportion of IT decision makers agree that new regulatory requirements are driving up IT costs for their companies. Notably, 42% agree that their company’s understanding of UCC is limited. Base: All respondents (n=1,028). Q5. Please rate your level of agreement with the following statements. Source: Frost & Sullivan 8
  • 9. Growing Use of Tablets, UC Clients and Business-grade Softphones Base: All respondents (n=1,028). Q8a. Which of the following technologies is your company currently using? Q8b. Which of the following technologies do you expect your company will be using three years from now? Source: Frost & Sullivan analysis. 9
  • 10. UCC Infrastructure Consolidation and Optimization Base: Filtered respondents, those who use communications infrastructure technologies (n=770). Q10a. Which of the following best describes your company's current communications infrastructure (from a communications software point of view)? Q10b. Which of the following best describes what your company's communications infrastructure will likely be two years from now (from a communications software point of view)? Source: Frost & Sullivan analysis. 10
  • 11. Cloud Adoption on the Rise More than half of surveyed businesses have already moved 50 percent or more of their enterprise communications solutions to the cloud. Within the next three years, almost a quarter will have moved 76 percent or more of their communications solutions to the cloud. Percent of interpolated mean 51 54 Base: Filtered respondents, those who use the cloud currently (n=445) and in the future (n=535). Q14. Approximately how much of your company's enterprise communication solutions have been moved to the cloud? Q17. Approximately how much of your company's enterprise communication solutions will be moved to the cloud within the next three years? Source: Frost & Sullivan 11
  • 12. The Four BIGGEST Market Disruptors in Enterprise Communications and Collaboration 12
  • 13. Jump on the Bandwagon or Get Run Over Lync Hosted IP Telephony and Cloud UCC Analytics Social Collaboration Mobility and BYOT Source: Frost & Sullivan analysis. 13
  • 14. Disruptor: Microsoft Lync Evolution and Traction: • Major enhancements in Lync 2013 will boost adoption • Lync Voice share of world IP telephony platform licenses will increase from 7% in 2012 to 20% in 2015 • Microsoft will employ a multi-prong cloud UC strategy: Lync Online, Lync v-Dedicated and Hosters Pack v.2 Market Impact: • More end-user choices; best fit for businesses with Microsoft infrastructure and expertise • Growth opportunities for channel and technology partners • Integration opportunities for communications vendors • Major threat to established telephony vendors’ installed bases Source: Frost & Sullivan analysis. 14
  • 15. Disruptor: Hosted IP Telephony and Cloud UCC Evolution and Traction: • 2012 North American hosted IPT installed base: 3.7 million users; CAGR (2012-2019) = 26.8% • Penetration of total business telephony users: 2012 - 3.4%; 2019 - 16.5% • UCaaS (multi-instance) solutions to boost growth among larger enterprises • Virtualization to drive private clouds • Hybrid clouds to become the norm in larger organizations in the long term Market Impact: • Best fit for SMBs and distributed large organizations • Growth opportunity for telcos, VARs, SIs and other service providers • Service provider consolidation to improve hosted/cloud industry health • Opportunity and threat for equipment vendors with cloud solutions Source: Frost & Sullivan analysis. 15
  • 16. Disruptor: Social Collaboration Evolution and Traction: • Social networking is top of mind, but business adoption lags • Overlap with existing collaboration tools delays adoption and limits usage • Estimated global business users: 208 million; CAGR (2012-2018) = 20.8% Market Impact: • Social can boost sales, marketing, customer care, and internal collaboration • Social interfaces aggregate access to other collaboration tools and enhance end-user experience • But ROI is hard to measure • Culture shift, management buy-in and end-user training prerequisites for success • Opportunity for vendors to enhance UCC solutions with social Source: Frost & Sullivan analysis. 16
  • 17. Disruptor: Mobility and BOYT Evolution and Traction: • 30+% of businesses indicate 25+% of their workforce is mobile • 66% of businesses use smartphones for business purposes, but only 42% have formal BYOD policies • 33% of businesses consider BYOD a significant security risk • Mobile voice and UC client shipments: 2012 -1.9 million licenses, 2019 - 22.1 million licenses; CAGR = 41.9% Market Impact: • BYOD and BYOA is the future; high degree of personalization expected • Considerable potential in employee-facing (B2E) mobile UC apps • Greater focus needed on customer-facing (B2C) apps • Comprehensive BOYT strategies required for greater ROI • Cloud/hosted mobility offers cost efficiencies and flexibility Source: Frost & Sullivan analysis. 17
  • 18. Recommendations for IT Decision Makers
  • 19. Strategic Recommendations for IT Decision Makers • Do your homework: assess existing assets, IT resources and business objectives • Are you a good fit for Lync Voice? Consider: • Existing Microsoft investments and Microsoft expertise • Anticipated benefits from desktop application integration • Potential integration with existing telephony platform(s) Caution 1: Limited choices of desktop phones Caution 2: Third-party contact center solution • Is hosted/cloud voice/UCC for you? Consider: • In-housed IT staff and expertise • Number of remote and mobile workers • Plans for expansion or downsizing; frequent capacity shifts • Subsidies or other incentives for OPEX-based IT investments Caution 1: Potentially higher long-term TCO of hosted vs. premises-based solutions Caution 2: Service quality and reliability issues Source: Frost & Sullivan analysis. 19
  • 20. Strategic Recommendations for IT Decision Makers (continued) • How to become a social business? Be prepared with: • A clear vision • A strategy/plan for implementation, user training and education • Assessment of social collaboration impact on workflows; processes, procedures and business culture • Options to integrate social capabilities with other communications apps. Caution: Management AND user buy-in required • Embrace BYOD and BYOA. Consider: • Security through network, application and device management • Selective access to corporate apps on personal devices • Protection of corporate data and intellectual property vs respect for users’ privacy • Provisioning and management automation; self-service Caution: BOYD/BYOA is a double-edged sword Source: Frost & Sullivan analysis. 20
  • 21. Recommendations for Vendors
  • 22. Strategic Recommendations to Vendors • • • • • • • Protect and defend your installed base. Defend and attack through cloud strategies and solutions. Focus on the user experience. Add social elements to your UCC portfolio. Make mobile part of every UCC deal. Increase focus on customer-facing mobile apps. Enhance your analytics tools. Caution 1: Don’t cast your net too wide. Caution 2: Don’t go it alone. Source: Frost & Sullivan analysis. 22
  • 23. Next Steps Develop Your Visionary and Innovative Skills Growth Partnership Service Share your growth thought leadership and ideas or join our GIL Global Community Join our GIL Community Newsletter Keep abreast of innovative growth opportunities Phone: 1-877-GOFROST (463-7678) Email: myfrost@frost.com 23
  • 24. Your Feedback is Important to Us What would you like to see from Frost & Sullivan? Growth Forecasts? Competitive Structure? Emerging Trends? Strategic Recommendations? Other? Please inform us by “Rating” this presentation. 24
  • 25. Follow Frost & Sullivan on Facebook, LinkedIn, SlideShare, and Twitter http://www.facebook.com/FrostandSullivan https://www.linkedin.com/groups?gid=4480787 http://www.slideshare.net/FrostandSullivan http://twitter.com/frost_sullivan 25
  • 26. For Additional Information Britni Myers Corporate Communications Information & Communication Technologies (210) 477-8481 Britni.myers@frost.com Elka Popova Program Director Information & Communication Technologies (416) 792-0160 Elka.Popova@frost.com Robert Arnold Principal Analyst Information & Communication Technologies (770) 436-7329 Robert.Arnold@frost.com Craig Hays Sales Manager Information & Communication Technologies (210) 247-2460 Craig.hays@frost.com 26

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