2024 UCC Buyers' Perspectives

Description

Customer Needs for Agility and Flexibility will Drive Continued Market Growth

Frost & Sullivan's 2024 information technology decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations' priorities:

Top technical challenges for IT/telecom departments
Top non-technical challenges for IT/telecom departments
Current unified communications and collaboration (UCC) technology adoption rates
Future UCC applications adoption plans
Future UCC endpoint adoption plans
Future UCC applications investment plans among current users
Future UCC endpoint investment plans among current users
UCC technology investment drivers
Current and future support for evolving work styles
Current and future use of office real estate
Current and future UCC technology budgets
UCC technology selection factors
UCC provider selection factors
UCC solution purchasing preferences

This analysis will be complemented by additional ITDM survey-based reports, which are planned to be published throughout this year, detailing trends in enterprise telephony, communications platform as a service (CPaaS), frontliner solutions, meeting rooms, office space utilization, and various verticals.

Product Code: KA19-64

Research Objectives and Methodology

Research Objectives
Research Methodology
Respondent Demographics

Summary of Key Findings

Key Findings

IT/Telecom Department Challenges

IT/Telecom Departments Non-technical Challenges: Total
IT/Telecom Departments Technology Challenges: Total
APAC IT/Telecom Department Challenges
Europe IT/Telecom Department Challenges
LATAM IT/Telecom Department Challenges
North America IT/Telecom Department Challenges
IT/Telecom Department Challenges Analysis by Organization Size

UCC Adoption Status

UCC Software Adoption is Advancing Steadily
UCC Software Investment Plans Among Current Adopters
UCC Device Adoption
UCC Device Investment Plans Among Current Adopters
UCC Solution Adoption Analysis

Workspace and Work Style Evolution

Current Remote Work Status
Future Plans for Remote Work are Strong
Future Remote Work Plans in APAC
Future Remote Work Plans in Europe
Future Remote Work Plans in LATAM
Future Remote Work Plans in North America
Remote Work Prompts Changes to Office Space
APAC Changes to Office Space
Europe Changes to Office Space
LATAM Changes to Office Space
North America Changes to Office Space
Employee Satisfaction with Work Models
Work Style and Workspace Analysis

AI in the Spotlight

AI Deployment Challenges
AI Benefits
Importance of AI-powered Communications Features
AI Deployments Move Beyond Proof-of-Concept Stage
AI Adoption and Investment Analysis

UCC Solution Budgets

Macro Conditions Impact on Investments
Macro Conditions Impact on Investments in APAC
Macro Conditions Impact on Investments in Europe
Macro Conditions Impact on Investments in LATAM
Macro Conditions Impact on Investments in North America
Macro Conditions Impact on Investments by Organization Size
Respondent Organization's Annual Revenue
UCC Budgets are Healthy
UCC Budget Expectations Align with Investment Plans
UCC Budget Analysis

UCC Solution Selection and Purchase Factors

UCC Solution Investment Drivers
UCC Solution Selection Factors: Total
UCC Solution Selection Factors Ranked: Total
Importance of a Fully Integrated UCaaS Solution by Region
UCC Selection Factors: Providers
UCC Selection Factors: Technology
Preferred Channels to Source UCC Solutions
Purchase Factor Analysis

Appendix

Growth Opportunities Fuel the Growth Pipeline Engine™
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™

Next Steps

Benefits and Impacts of Growth Opportunities
Next Steps
Take the Next Step
List of Exhibits
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