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  3. > The Future of Unified Communications in Latin America : An End-user Perspective

Research Objectives

The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) within Latin America, covering the manufacturing, education, financial, government, healthcare, and retail sectors: smartphones, tablets, mobile apps, cloud computing, video, audio, Web conferencing, Internet protocol (IP) telephony, company and consumer social media, unified communications clients (UCC), time-division multiplexing (TDM) phones, business grade and consumer softphones, customer relationship management (CRM), headsets, machine-to-machine (M2M) communications, and mobile device management (MDM).

Specifically, Frost & Sullivan aims to do the following:
•Analyze the IT-related challenges organizations face today
•Assess the current and future use of enterprise communications technologies
•Evaluate factors that drive investments in enterprise communications technologies
•Gauge mobility, cloud computing, social media, and communications infrastructure trends
•Appraise available IT budgets
•Measure the impact the workforce has on IT

Using a Web-based survey methodology during August 2014, Frost & Sullivan surveyed 150 IT decision makers who were located in Latin America and who were involved in the company’s IT-related purchases.
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet requirements set by a screening process prior to full-survey participation. Online panels consist of individuals who volunteer to participate in Web-based surveys and typically receive compensation directly from their panel membership for participating in qualified survey research. In general, survey respondents do not receive direct compensation from Frost & Sullivan for participating in research projects.

Executive Summary

•Dealing with regulatory requirements is the biggest IT challenge, followed closely by making effective and timely investments in technology. Strategic projects are generally not neglected for day-to-day tasks.
•As decision makers in Latin America consider their IT investments, they are primarily concerned with improving productivity, accelerating decision making, and improving the customer experience.
•Laptops, instant messaging, and smartphones are the most commonly used tools today, but all are expected to decline significantly in the next x years. Although the questions asked about use, respondents may have interpreted this to mean spend.
•IP phones are the most widely deployed tool, followed closely by consumer social media. Laptops are most likely to be given only to managers and executives.
•Smartphones and IP phones are the most frequently used tools, suggesting voice remains critically important to most businesses. Room-based video and Web conferencing see the least frequent use.
•IT decision makers continue to value integrated solutions, although they are more likely to get them from several vendors rather than a single provider.
•Cost is the leading reason why companies do not deploy certain communication tools; however, in the case of audio conferencing, TDM phones, and enterprise social media, the leading reason is that companies simply do not see the technologies’ value.
•Malware and intentional bad actions pose the biggest risks to companies in Latin America.
•Companies report they value cloud-based services because of their advanced features and greater flexibility. Issues around operating expenditure (OPEX) compared to capital expenditure (CAPEX) are not as important.
•A large percentage of companies in Latin America are dissatisfied with their cloud services, suggesting providers in the region need to improve their game quickly.
•Government agencies are not very satisfied with cloud computing. Manufacturing firms appear to either love the services or hate them.
•The biggest reason companies do not use cloud services for communications is they prefer to maintain control over their solutions.
•Email remains the technology most deployed in the cloud. Productivity and business apps and telephony platforms are still catching up.
•Public social media is used extensively. Almost three-fourths of companies have already implemented use policies for public social media, and two-thirds have dedicated staff.
•Medium organizations have the best handle on managing public social media use. Large enterprises see the most measurable value in public social media, and a small percentage of small businesses see no value at all.
•Healthcare sees the biggest impact of public social media sites on revenue. Manufacturing and retail firms have either great success or great disappointment.
•Medium and large enterprises are more likely to use social media for internal collaboration than small businesses, but not by much.
•Educational institutions are using social media with enthusiasm for internal collaboration. Retail and manufacturing firms lag behind.
•Only x % of companies use an enterprise-grade social platform. Medium businesses find the most success with internal employee collaboration. Manufacturing firms report the biggest productivity boost from internal employee collaboration, and healthcare lags far behind and sees a large amount of ineffective processes.
•Companies are slow to adopt policies around the bring-your-own-device (BYOD) movement. Those that do have systems in place rely mostly on network management and endpoint security.

Table Of Contents

The Future of Unified Communications in Latin America : An End-user Perspective
Research Objectives and Methodology 3
Executive Summary 7
Attitudes toward Enterprise Communications in the Latin American Workplace 11
Influential Factors on IT Investments in the Latin American Workplace 16
Current and Future Use of Communications in the Latin American Workplace 21
IT and Cloud Computing in the Latin American Workplace 31
Social Media Strategies in the Latin American Workplace 44
Mobile Devices in the Latin American Workplace 59
Available IT Budgets for IT in the Latin American Workplace 64
Impact of the Workforce on IT 66
Profile 68
The Frost and Sullivan Story 73

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