1. Market Research
The Future of Enterprise Communications in the Workplace in North America : An End-user Perspective

The Future of Enterprise Communications in the Workplace in North America : An End-user Perspective

  • February 2015
  • 96 pages
  • ID: 2672051

Summary

Table of Contents

Research Objectives

The overall research objective is to measure the current use of and future decision making behavior toward information technology (IT) within North America covering the manufacturing, education, financial, government, healthcare and retail sectors. The study covers the following enterprise communications technologies: smart phones, tablets, mobile apps, cloud computing, video, audio, and web conferencing, Internet protocol (IP) telephony, company and consumer social media, unified communications client (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:
•Understand the IT-related challenges organizations face today
•Asses the current and future use of unified communications
•Evaluate factors that drive investments in unified communications
•Gauge the communications infrastructure trends
•Appraise the available IT budgets
•Measure the impact the workforce has on IT

Methodology

Using a Web-based survey methodology in August 2014, Frost & Sullivan surveyed 501 IT decision makers located in North America, who were involved in their company’s IT-related purchases.
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet the 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

IT decision makers are especially concerned with their ability to make timely and effective investments, comply with new regulatory requirements, and improve business processes. Supporting remote and mobile workers rates the lowest. This may mean that they feel they have this challenge better under control, or, it may simply not be a priority for them.
When it comes to spending money, IT managers are most concerned with improving productivity and reducing costs. They do not base their investment decisions as much on gaining a competitive advantage or attracting and retaining strong employees.
Laptops are still the primary hardware device, but smart phones and tablets are catching up. Across the enterprise, the most commonly deployed tools are IP phones, IP telephony, and business-grade softphones, suggesting voice still matters to almost all employees.
While TDM phones are not in strong use today, many respondents expect to see them grow by 2017.

Although smart phones are not deployed as much as some other technologies, those who have them use them more often than any other communications tool. However, cost keeps companies from deploying them to more employees.
Once looked on with skepticism, business-grade softphones rate highest for overall effectiveness in making timely investments. This may be due to their increased availability within larger UC suites.
Consumer and business-grade softphones are rated highly when it comes to dealing with new regulatory requirements. This may be because they offer tighter controls around recording and other compliance-related features.

Year after year, IT managers tell us they intend to more tightly integrate their communications infrastructure in the future. The data suggests that they are making progress, albeit slowly.
The main reason companies do not deploy UC technologies is that they simply do not think the tools will add value to their business. Although employees’ resistance is not a large factor in most cases, almost a quarter of respondents think their employees do not want to use headsets.
Malware remains the biggest security risk, followed by intentional hacks for criminal or espionage purposes.
When it comes to choosing a provider for hosted services, IT managers care about security, reliability, and cost. Although many say they want an integrated IT infrastructure, they do not rank the need for a broad portfolio highly in this area.

Corporate leaders trust the cloud in large numbers, and they like it for getting access to advanced features. Its Operational Expenditure (OPEX) advantages do not matter nearly as much as other criteria.
The biggest reason companies do not deploy the UCC technology in the cloud is that they prefer the control offered by premises-based solutions. Many are also concerned about security.
Email continues to be the most popular tool to deploy in the cloud. Hosted telephony solutions have a long way to go to catch up.
Across the board, large companies are much more likely to deploy IT in the cloud than are small companies. The gap is much smaller between LEs and mid-size organizations.

The use of consumer-grade social media is rampant among companies of all sizes and in all industries.
The vast majority of organizations either have or will soon have a usage policy for the use of customer-facing social media, and they are approaching it as they would any other enterprise IT tool.
Large enterprises are ahead of small businesses when it comes to managing the use of social media.
Mid-size organizations lag behind their larger and smaller counterparts when it comes to using social media for collaboration.
Manufacturing firms lead the way when using social media for collaboration, probably because they are highly dispersed and have a lot of constituents involved in the R&D and production process. But although they are the biggest users of the technology, manufacturing firms don’t seem to do so with much success.
Educational institutions are best at leveraging social media for internal collaboration.

Companies treat their use of social media more seriously than the use of consumer social media, and they see the biggest benefits of social media in customer relationship and branding.
More than half of the companies have a formal Bring Your Own Device (BYOD) policy in place, and three-quarters enforce it using network-management tools. Mobile-device management and endpoint-security software are also in common use.
Fewer than half of all employees in US businesses are considered “traditional, in-office workers.”

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 60 Million searchable statistics with tables, figures & datasets
  • More than 25,000 trusted sources
  • Single User License — provides access to the report by one individual.
  • Department License — allows you to share the report with up to 5 users
  • Site License — allows the report to be shared amongst all employees in a defined country
  • Corporate License — allows for complete access, globally.
Amrita helps you find the right report:
Testimonials

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

We were impressed with the support that ReportLinker’s research specialists’ team provided. The report we purchased was useful and provided exactly what we want.

Category Manager at
Ikea

ReportLinker gave access to reliable and useful data while avoiding dispersing resources and spending too much time on unnecessary research.

Executive Director at
PwC Advisory

The customer service was fast, responsive, and 100% professional in all my dealings (...) If we have more research needs, I'll certainly prioritize working with ReportLinker!

Scott Griffith

Vice President Marketing at
Maurice Sporting Goods

The research specialist provided prompt, helpful instructions for accessing ReportLinker's product. He also followed up to make sure everything went smoothly and to ensure an easy transition to the next stage of my research

Jessica P Huffman

Research Associate at
American Transportation Research Institute

Excellent customer service. Very responsive and fast.

Director, Corporate Strategy at
Ingredion

I reached out to ReportLinker for a detailed market study on the Air Treatment industry. The quality of the report, the research specialist’s willingness to solve my queries exceeded my expectations. I would definitely recommend ReportLinker for in-depth industry information.

Mariana Mendoza

Global Platform Senior Manager at
Whirlpool Corporation

Thanks! I like what you've provided and will certainly come back if I need to do further research works.

Bee Hin Png

CEO at
LDR Pte Ltd

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

FAQ
  • How we can help
    • I am not sure if the report I am interested in will fulfill my needs. Can you help me?
    • Yes, of course. You can call us at +33(0) 4 37 65 17 03 or drop us an email at researchadvisor@reportlinker.com to let us know more about your requirements.
    • We buy reports often - can ReportLinker get me any benefits?
    • Yes. Set up a call with a Senior Research Advisor to learn more - researchadvisor@reportlinker.com or +33(0) 4 37 65 17 03.
    • I have had negative experiences with market research reports before. How can you avoid this from happening again?
    • We advise all clients to read the TOC and Summary and list your questions so that we can get more insight for you before you make any purchase decision. A research advisor will accompany you so that you can compare samples and reports from different sources, and choose the study that is right for you.

  • Report Delivery
    • How and when I will receive my Report?
    • Most reports are delivered right away in a pdf format, while others are accessed via a secure link and access codes. Do note that sometimes reports are sent within a 12 hour period, depending on the time zones. However, you can contact us to escalate this. Should you need a hard copy, you can check if this option is offered for the particular report, and pay the related fees.
  • Payment conditions
    • What payment methods do you accept?
      1. Credit card : VISA, American Express, Mastercard, or
      2. You can download an invoice to pay by wire transfer, check, or via a Purchase Order from your company, or
      3. You can pay via a Check made out in US Dollars, Euros, or British Pounds for the full amount made payable to ReportLinker
    • What are ReportLinker’s Payment Terms?
    • All payments must normally be submitted within 30 days. However, you can let us know if you need extended time.
    • Are Taxes and duties included?
    • All companies based in France must pay a 20% tax per report. The same applies to all individuals based in the EU. All EU companies must supply their VAT number when purchasing to avoid this charge.
    • I’m not satisfied. Can I be refunded?
    • No. Once your order has been processed and the publisher has received a notification to send you the report, we cannot issue any refund or cancel any order. As these are not ‘traditional’ products that can be returned, reports that are dispatched are considered to be ‘consumed’.
  • User license
    • The license that you should acquire depends on the number of persons that need to access the report. This can range from Single User (only one person will have the right to read or access the report), or Department License (up to 5 persons), to Site License (a group of persons based in the same company location), or Corporate License (the entire company personnel based worldwide). However, as publishers have different terms and conditions, we can look into this for you.

ref:plp2015

Reportlinker.com © Copyright 2018. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.