Q UC ITDM Survey UC Deployments North American Mid-to-Large Enterprise - Summary Results

Transcription

1 December 2015 Q UC ITDM Survey UC Deployments North American Mid-to-Large Enterprise - Summary Results Analyst: Bill Haskins bhaskins@wainhouse.com Research Associate: Caroline Tingley ctingley@wainhouse.com Distribution Note: The non-exclusive, public distribution of this subscription-only survey report is sponsored by Cisco 1

2 Objectives and Methodology WHAT we wanted to learn Understand behavior in relation to conferencing and in relation to unified communications as well as preferences and plans for these products and services over the next few years: Current UC solutions, technologies, and applications used for business collaboration and communication The state of UC licensing and feature deployments Attitudes toward UC solutions and their impact on enterprise collaboration Expectations and planned changes for the next 1-3 years HOW we learned it Survey: 2015 UC Enterprise Survey Geography: North America Fielded 10/26/15 11/11/15 Participation Criteria Work in commercial enterprises Medium, Large (>500 employees) IT Decision Maker for Unified Communications for business communication: familiar with their enterprise s UC strategy and product decisions and have input into the purchases and related products. 2

3 Key Findings Cisco Unified Communications Manager (CUCM) + Jabber environments edged out Microsoft UC environments in terms of UC solutions deployed in a production environment. WR expects this shift is due to a focus on Cisco Jabber deployments, compared to a focus on Microsoft UC adoption. Just under one third of enterprises report they have two or more UC platforms supporting their end users. This number is nearly identical to the previous survey s results. Overall deployment of UC licenses remains a challenge for many enterprises with 40% of purchased licenses reported as un-deployed by this survey population. Audio and Web Conferencing services are reported deployed to the majority of end users by over 50% of responding ITDMs. This represents a material increase since the previous survey, and is likely fueling the increasing offset against traditional, standalone audio conferencing services. 5 UC-enabled enterprises are placing a significant focus on mobile services and expect to deploy more smartphones and tablets than any other type of UC devices over the next 24 months. This trend is fueled, in part, by expectations of younger workers who are entering the workplace. 3

4 UC Deployments by Vendor We asked ITDMs which UC platform they were currently using, testing, or considering. Cisco Unified Communications Manager (UCM)/Jabber and Microsoft Lync/S4B are the most commonly deployed UC solutions with Cisco edging out Microsoft for the first time in this survey s history. Google Apps for Work (AFW) is reported as the most tested UC environment edging out Cisco and Microsoft in this area. AFW is also more tested than used, which indicates enterprise interest in Google s platform, but a continued lack of UC deployment. What is your organization s current disposition with respect to each of the following UC environments? Currently using (Deployed, not just testing) 48% 46% Currently testing or trialing Currently considering 17% 19% 17% 8% 7% 7% 8% 20% 14% 11% 13% 9% 9% 7% 9% 8% 6% 8% 11% 12% 7% 8% 11% 11% 3% 2% 2% 4% 6% 8% 1% 2015 Wainhouse Research. All rights reserved. 4

5 UC Environments YoY Deployment While nearly two-thirds of enterprises have just one UC platform, a third deploy more than one - and these numbers have not changed much since % of enterprises reported two or more UC platforms in production in This number was very close to 2013 when 36% reported two or more UC platforms in production. However, the story has changed when we look specifically at which environments are being deployed. Cisco UC deployments experienced the largest increase, growing by 14% since the previous survey. Microsoft, by comparison, decreased by 17% over the same period. # of UC Platforms in Production 2 24% 5 2% 3 7% 0 4% 1 63% 34% CiscoUCM / Jabber Which of the following UC environments is currently deployed within your organization? 63% 48% 46% MSFT (Lync/Skype for Business) 8% Google AFW (Hangouts) % 14% 13% 3% 7% 7% 2% IBM Sametime Avaya Aura Unify OpenScape 5

6 PBX/IP PBX Solutions Cisco is the most commonly deployed PBX/IPBX solution, followed by Microsoft Enterprise Voice. While nearly twice as many are deploying Cisco as a primary platform over MS Enterprise Voice, these two solutions, along with Avaya, represent similar proportions as a secondary platform, which indicates organizations are mixing and matching across departments/groups/locations. We also asked those ITDMs using Microsoft Enterprise Voice as a primary PBX what percent of their users had access to it, and the average responses fell to within 51% and 75% of the organization. 58% What percent of your organization is using Microsoft Enterprise Voice as their primary telephony solution? n=58 9% Less than 25% 17% 16% 41% 10% 7% 10-25% 26-50% 51-75% 76-99% 100% What is your organization s current disposition with respect to each of the following PBX/IP PBX solutions? Currently using as primary telephony platform Currently using as secondary or legacy telephony platform Under trial 32% 20% 19% 17% 8% 12% 4% 7% 11% 5% 9% 2% 3% 7% 10% 9% 2% 1% 2% 3% 7% 7% 2% 1% 3% 7% 7% 1% 2% 6% 10% 0% 3% 6% 5% Cisco Microsoft (Enterprise Voice) Avaya Samsung Mitel Networks Panasonic Unify Toshiba ShoreTel A proprietary hosted service (8x8, Thinking Phones, etc) NEC Others 6

7 UC License Deployments Some organizations buy blocks of licenses for use inside their organizations, but do not deploy/provision them all, or do not deploy them all at the same time. We asked ITDMs what percent of their current, purchased UC licenses have been deployed/provisioned to end users: The average percentage deployed is 60%, 4 out of 10 licenses are not provisioned. Only 6% of responding enterprises have deployed 100% of their purchased UC licenses. Of the UC licenses you've purchased, what % are deployed/provisioned to your users? 12% 12% 13% 15% 15% 10% 9% Average = 60% Full Deploy = 6% 6% 6% 2% 0-10% 11%-20% 21%-30% 31%-40% 41%-50% 51%-60% 61%-70% 71%-80% 81%-90% 91%-100% 7

8 UC Features Deployed Results indicate that UC features consistently fall into clear groupings for those most commonly and most widely deployed: Commodity communications include simple features that are easy to support and / or are most familiar to end users (IM, peer-to-peer audio and app sharing, audio and web conferencing) these are at the top of the deployment range. Mid-range deployment features include those which require more complex equipment (2-party and room-integrated video) and technologies which require a longer development cycle and integration with existing systems (PBX/PSTN, UC Mobile). Features at the low end of the deployment scale are generally more complex (CEBP, Federation) and / or support the most business-critical elements within the enterprise (Contact Center, Video Conferencing). 71% 62% 57% 56% 52% 26% 28% 31% 31% 12% 2% 3% 2% 1% 1% Instant messaging Commodity communications 2party Audio 2party App Share Which of the following UC features have been deployed to what % of your users? Audio Conf Web Conf >50% <50% Under trial More complex / infrastructure-dependent 37% 35% 32% 27% 27% 20% 21% 17% 8% 9% 2party Video Room Video Integration 29% 27% 23% 22% 25% 26% 13% 15% 6% 8% 9% PBX/PSTN UC Mobile Contact Center Highly complex / business critical CEBP 9% 35% 4% Federation Video Conf 8

9 UC Impact on Conferencing The majority (88%) of ITDMs deploying UC conferencing have indicated that the new conferencing experience generates an increase in conferencing volume within their organizations. Just over half (51%) of responding organizations experienced a moderate increase of 1-50% after deploying the UC conferencing feature. However, more than a third (38%) report the increase in conferencing has been significant above 50%. You noted you have deployed UC conferencing to your end users what impact has this had on the general amount of conferencing within your organization (minutes of us, etc.)? n=95 51% 31% 7% 12% 0% Conferencing volume has increased moderately (1-50%) Conferencing volume has increased a lot (50-100%) Conferencing Volume has more than doubled (>100%) No impact Conferencing has decreased 9

10 Attitude toward UC In addition, the majority of those deploying UC feel positively about the new communication experience, as compared to their old environments. Among these, more than two-thirds (70%) feel very positively (top 2 box) towards their UC solutions, trending towards I could not live with them. On a scale of 1-5 where 1="I hate them and 5= I could not live without them, how do you feel about your current UC solutions, as compared to your previous distributed telephony, conferencing, and communications environment? 54% 29% 16% 1% 0% 1 I hate them I could not live without them 10

11 Barriers to UC - Desktops Top barriers to expanding the Desktop UC experience relate mainly to the organization and network internal politics or debates on technology, concerns about a lack of internal demand, and the all-too-common network impact concern. These barriers are followed by a long tail of similarly weighted concerns that begin with adoption challenges, equipment costs, ease of use concerns, tapering off to a range of service-based challenges. What are the top barriers preventing you from deploying or expanding UC solutions on your desktops moving forward? 39% 33% 27% 23% 23% 22% 21% 21% 21% 15% Internal politics / technology debates No perceived need or internal demand Network Bandwidth Concerns Challenges with onboarding and adoption Equipment Cost Ease of use Cost of outsourced services Internal team support requirements Quality of service (audio-video quality) Reliability of service 11

12 Barriers to UC Mobile Devices Expanding Mobile UC services is hampered by a different set of key challenges, as compared to those slowing Desktop expansion. Here, challenges around reliability and quality of service are the top barriers. Equipment costs, bandwidth, and a tax on internal support teams follow, and are tightly grouped. It is interesting to note the barriers that are clustered to the right, representing the least ITDM concerns: ease of use, lack of demand, challenges with adoption, and internal politics. Overall, end users appear to easily consume, use and manage services on their mobile devices and there is likely very little debate on the merits of increased mobility. 42% What are the top barriers preventing you from deploying or expanding UC solutions on your mobile devices moving forward? 31% 27% 25% 25% 21% 18% 15% 15% 14% Reliability of service Quality of service (audio-video quality) Equipment Cost Network Bandwidth Concerns Internal team support requirements Cost of outsourced services Ease of use No perceived need or internal demand Challenges with onboarding and adoption Internal politics / technology debates 12

13 External Application Use Most enterprises allow their employees to use external apps and tools of their choice at work, though free tools are still more acceptable than those requiring budget. While results show a trend towards allowing external tools at work, nearly a third of organizations still do not allow tools other than those provided by IT, indicating security and data stability are still of concern for many. By organizational policy, does your enterprise allow the use of applications outside those provided by IT? 45% 25% 30% Yes staff have their own budget and can buy tools and services directly Yes staff is allowed to use their own free tools, i.e. Skype, Google Hangouts, Dropbox, etc. No We do not allow the use of any tools for work aside from those provided by IT 13

14 Next 24 Months Devices and Peripherals Over the next 24 months, increasing mobility will be the focus for most organizations, with 72% noting an increase in smartphone deployments and utilization, and 62% noting an increase in tablets. Directly following in priority are UC accessories, with USB Webcams and Conference Room Video units expected to increase in roughly half of responding enterprises. USB headsets are expected to increase or stay the same in over 90% of enterprise respondents. Deskphones, however, were reported as the device most likely to decrease over the next two years, and the least likely to increase, with just over 20% of ITDMs expecting a drop in deskphone utilization. In the next 24 months, how will the deployment, support and use of the following devices change within your organization: 72% 28% 62% 0% 0% Will Increase Stay the same Will Decrease 52% 50% 38% 39% 9% 46% 37% 56% 4% 7% 14% 65% 21% Smartphones Tablets USB Webcams Conference room video units USB Headsets Deskphones 14

15 Mobile Devices in the Enterprise IT Decision Makers indicate, on average, just under half of employees are currently provided a mobile device paid for by their organizations (47%). 64% of survey respondents noted their organization allows those employees who do not receive a corporate device to use their own devices (BYOD) to access enterprise applications. In addition, 60% of responding enterprises leverage a mobile device management (MDM) solution for BYOD users implying MDM solutions are applied in the majority of BYOD environments. Average % of employees who receive a mobile device paid for by their organization: For those employees who do not receive a mobile device, which of the following apply to your environment? 64% 60% 47% Employees can use their own We use an enterprise mobile device devices (BYOD) to access enterprise management solution for BYOD apps ( , CRM, etc) users (Good, MobileIron, Citrix, etc) 15

16 Younger Worker Influence on Communications Younger workers are driving deployment of new technologies in the enterprise, most commonly mobile, telecommuting and social enterprise solutions. ITDMs indicate some solutions such as video, presence/im and Huddle Rooms are driven less by younger workers, this possibly indicates their stronger interest in new emerging solutions such as persistent collaboration often oriented more toward mobile use than desktop (64% asking for more mobile solutions). 64% Is your organization feeling pressure to deploy new communication technologies as new, younger knowledge workers enter the workplace? 54% 41% 35% 25% 7% 0% 9% More Mobile Solutions More Work-at- Home Solutions More Social Enterprise Solutions More Video Solutions Presence / IM solutions More Huddle Rooms Other None of the above 16

17 Appendix 17

18 Company Size How many people are employed at your organization in total? n =100 40% 25% 22% 13% 0% 0% 0% ,000-4,999 5,000-9,999 10,

19 Vertical Which industry segment best describes your organization? n =100 Banking/Finance/Insurance Manufacturing Information Services Professional Services Government Retail Education Transportation Utilities Construction Pharmaceutical Hospitality Mining/Oil/Gas Other 4% 4% 3% 2% 2% 1% 1% 4% 7% 7% 13% 13% 16% 23% 19

20 Location In what country are you personally located? n =100 Response Percentage North America 100% Asia/Pacific/India 0% Europe/Middle East/Africa 0% Latin/South America/Caribbean 0% Rest of World 0% North America 0% 20

21 Department Finance 2% Marketing 1% Sales 2% Which department are you in? n =100 Product Development/Research 1% Other 2% Engineering 2% Administrative 3% Operations 5% IT 82% 21

22 Role Individual contributor - no direct reports 10% Which best describes your role? n =100 Executive - multiple managers/dire ctors report to me 42% Manager/ Director - multiple direct reports 48% 22

23 Thank you 2015 UC ITDM Survey Summary Results 23