End-User Survey: The Real Benefits of Video Conferencing

Transcription

1 PRIMARY RESEARCH RESULTS End-User Survey: The Real Benefits f Vide Cnferencing Ira M. Weinstein Andy Nilssen February 2013 Spnsred by: Cpyright 2013 Wainhuse Research, LLC Page 1

2 Cpyright 2013 Wainhuse Research, LLC Page 2

3 Intrductin / Methdlgy In December 2012, Wainhuse Research (WR) and Plycm jintly created and fielded a WR-branded survey fcused n the benefits that rganizatins realize via the use f vide cnferencing. Invitatins t participate in the survey were released in numerus ways including: - Via invites t a list f Plycm end-user cntacts - Via invites t a list f WR end-user cntacts - Via clickable banners n numerus websites This dcument prvides a tp-level view f the survey data, alng with sme additinal findings and bservatins. Sample Set Number f cmplete respnses (n): 4,737 Date f first respnse: 11 December 2012 Date f last respnse: 7 January 2013 Demgraphics: Mre than half (63%) f respndents were based in Nrth America (NA), with the remaining cming frm the Asia Pacific (APAC) regin (27%), Eurpe, Middle East, and Africa (EMEA) (9%), and the Caribbean and Latin America (CALA) (< 1%). The sample set included a diverse breakdwn f respndents acrss cmpany size and vertical markets. The gegraphical breakdwn and relatively high percentage f Plycm users within the sample set is the result f the invitatins released fr the survey and is NOT necessarily a representatin f the vide cnferencing market at large. General Ntes / Cmments 1) While reviewing the data and bservatins, it is imprtant t cnsider that this survey targeted frequent vide cnferencing users and NOT the general ppulatin. In fact, the data cllectin system was prgrammed t terminate the survey fr users wh respnded that they d NOT use vide cnferencing r use vide cnferencing nly nce r twice a year. 2) Sme f the bservatins and cmmentary included within this reprt are the result f deeper data analysis, the data-pints and detail f which are NOT necessarily shwn in the charts and tables within the reprt. 3) Thrughut this reprt, the fllwing terms apply: VC = vide cnferencing and vide cllabratin SME = Small t medium enterprises with <= 1,000 emplyees LGE = Large enterprises with > 1,000 emplyees Cpyright 2013 Wainhuse Research, LLC Page 3

4 Key Takeaways IMPORTANT NOTE: The key takeaways belw are based n the results f a survey f peple wh use vide cnferencing at least a few times a year. Vide Users Tend t Use Vide Often - the majrity f peple wh use VC at least every few mnths tend t use it every day r every week. Based n this, vide resellers shuld fcus n getting users t try VC as this is likely t result in weekly (r even daily) usage and increased value fr the rganizatin. Validatin that Vide Has Gne Beynd the Meeting Rm users f vide cnferencing are n lnger frced t g t the cnference rm. Vide users are using VC n their PCs and ntebks, n their vide-enabled phnes, n their tablets, and n their smartphnes. In fact, mre users participate in vide calls using PCs / laptps / ntebks than in meeting rms. In shrt --- if yur cmpany (r yur enterprise custmer) is nly using vide in meeting rms, there s wrk t be dne! Vide is Right at Hme n Tablets mre than tw thirds f VC users wh use their tablets fr business als use their tablet t cnduct vide calls (cmpared t less than half fr smart phnes). In ther wrds, screen size matters when it cmes t mbile vide cnferencing. Build it and They Will Cme mre than tw thirds f VC users use mre than ne device t cnduct vide calls, and ~ 40% use three r mre devices fr vide calling. Viewed anther way given the ptin, users will spread their vide usage acrss numerus devices (grup systems, persnal systems, and mbile systems). Opprtunities Abund half f the rganizatins surveyed have vide in 20% r less f their meeting rms! Given the many benefits that vide brings these rganizatins and the ever-decreasing price pints f vide slutins, the time is right t fully vide-enable the enterprise! Multi-Vendr Deplyments are Cmmnplace the days f a having t use nly a single vendr s VC slutins t avid issues are lng gne. In fact, ~ 60% f the users surveyed use vide slutins frm 2 r mre vendrs. S end-users shuld find the slutin(s) that best address their needs, and vendrs / resellers shuld keep pitching even if the cmpetitin already has a fthld. VC Will Sn Leave the Building while the verall usage f vide cnferencing is expected t grw significantly ver the next year, VC usage "while n the rad" is expected t almst duble, and VC usage frm the hme ffice is expected t almst triple! S nt nly des vide help rganizatins reduce business travel, it empwers wrkers during business travel. Als vide in the hme is likely t becme an imprtant use case (and revenue driver) fr the VC space in the near future. Prductivity Trumps Travel Savings travel reductin n lnger reigns as the #1 driver fr vide cnferencing. The ability t imprve prductivity and the ability t increase the impact f discussins were cited as the mst imprtant benefits f vide cnferencing. This is a wake-up call fr enterprise vide managers and vide vendrs alike --- vide can still be justified by reduced travel, but the real benefits cme frm the sfter side that lead t faster decisin making and increased business agility. Cpyright 2013 Wainhuse Research, LLC Page 4

5 Opprtunity #1 is Wh Can Yu Call? althugh ease f use is still vital, these users said that the best way t increase their vide usage is t vide-enable mre peple. This is a classic case f Metcalf s law. Mre users = mre peple t call = mre value and benefits. Desktp and mbile vide cllabratin will be large cntributrs t this effect. Let the deplyments begin! The Users Knw they re Nt Maximizing the Value f VC the typical vide-enabled enterprise uses vide fr many different use cases (e.g. remte training, interviewing and recruiting, bringing remte experts t retail lcatins). Hwever, the vast majrity f these users believe that their cmpany wuld be helped by using vide in even mre ways. It falls t vide managers and vendrs t help users see the light and apply VC acrss their business. Key Data Pints Amng respndents wh use VC at least every few mnths, the majrity (64%) use vide cnferencing daily r weekly. Amng respndents in EMEA, 38% use VC daily (vs. 29% and 22% fr APAC and NA). 75% f respndents wn a tablet, but less than half f thse (34%) use it fr VC tday. 93% f respndents wn a smart phne, but nly 33% use it fr VC tday. Desktp PCs / laptps have becme the mst cmmn device used by the respndents fr VC, fllwed by grup vide systems and mbile devices. Large enterprises (> 1,000 emplyees) use grup VC mre than SMEs (<= 1,000 emplyees) Grup VC penetratin remains limited (49% f respndents said 0-20% f cnf. rms have VC) General cnference rms and ffices are the mst cmmn places in which peple use VC The percent f respndents using VC several times a day is expected t increase significantly in the next year as fllws: General cnference rms (frm 11% t 17%), ffice with a dr (frm 10% t 17%), dedicated VC suite (frm 10% t 15%), hme ffice (frm 7% t 13%), n the rad (frm 3% t 9%), and cubicle (7% t 12%) Imprved efficiency / prductivity is nw the mst cmmnly cited benefit f VC! 94% f respndents agreed that VC allws them t imprve efficiency / prductivity 87% f respndents indicated that VC allws them t reduce travel The #1 driver fr increased use f VC is equipping mre peple with vide (Metcalf s law). Many f the respndents rganizatins are nt realizing all pssible benefits frm VC 36% indicated that using VC fr remte inspectins f items/designs wuld help them 34% indicated that using VC in nline buying r supprt envirnments wuld help them Cpyright 2013 Wainhuse Research, LLC Page 5

6 Hw ften d yu use vide cnferencing (grup vide, persnal/desktp vide/uc vide, mbile vide, etc.) r participate in a vide meeting f any kind? Respnse Chart Percentage Cunt Daily 25% 1205 Weekly 39% 1871 Mnthly 21% 1017 Every few mnths 14% 653 Once r twice a year 0% 0 I d nt use vide cnferencing 0% 0 Ttal Respnses 4746 Hw Often D Yu Use VC? 0% 0% 14% 25% Daily Weekly Mnthly 22% Every few mnths Once r twice a year 39% I d nt use vide cnferencing The data cllectin system was prgrammed t terminate the survey fr any user wh respnded that they d NOT use vide cnferencing r use vide cnferencing nly nce r twice a year. OBSERVATIONS: Amng respndents wh use vide cnferencing at least every few mnths, the majrity are likely t use vide cnferencing at least weekly. This indicates that nce a user starts t use VC, he is likely t use it frequently. (Data pints: 64% use VC at least weekly, 25% daily). Cpyright 2013 Wainhuse Research, LLC Page 6

7 Survey respndents in LGEs use VC mre frequently than SMEs. (Data pints: 31% f LGE vs. 21% SME use VC daily) Survey respndents in EMEA use VC mre ften than thse in APAC, wh use VC mre ften than thse in NA. (Data pints: Daily use - EMEA 38%, APAC 29%, NA 22%. Weekly use apprximately the same acrss regins at 39% - 41%). What regin are yu persnally lcated in? Respnse Chart Percentage Cunt NA (Nrth America) 63% 2975 EMEA (Eurpe, Middle East, 9% 444 Africa) AP (Asia Pacific) 27% 1259 CALA (Caribbean and Latin America) 0% 22 Ttal Respnses 4700 What Regin Are Yu Lcated In? 1% NA (Nrth America) 27% EMEA (Eurpe, Middle East, Africa) AP (Asia Pacific) 9% 63% CaLa (Caribbean and Latin America) OBSERVATIONS: As shwn abve, as a result f the breakdwn f invitatins released and language / cultural issues, the data set is very NA-centric. Cpyright 2013 Wainhuse Research, LLC Page 7

8 What cuntry are yu persnally lcated in? (Filtered t shw respnses with cunt >= 50) Respnse Chart Percentage Cunt United States 56% 2617 Australia 8% 365 Canada 7% 313 India 10% 483 Singapre 3% 157 United Kingdm 3% 119 Other 14% 683 What Cuntry Are Yu Lcated In? 3% 3% 10% 7% 14% 55% United States Australia Canada India Singapre United Kingdm Other 8% OBSERVATIONS: As shwn abve, as a result f the breakdwn f invitatins released and language / cultural issues, the data set is very US-centric. Cpyright 2013 Wainhuse Research, LLC Page 8

9 Hw many emplyees are in yur cmpany? Respnse Chart Percentage Cunt 1-49 emplyees 21% emplyees 19% ,000 emplyees 19% 882 1,001 10,000 emplyees 25% 1200 Mre than 10,000 emplyees 17% 786 Ttal Respnses 4722 Hw Many Emplyees are in Yur Cmpany? 17% 20% 1-49 emplyees emplyees 250-1,000 emplyees 25% 19% 1,000 10,000 emplyees 19% Mre than 10,000 emplyees OBSERVATIONS: The survey respndent set includes a gd distributin f cmpany sizes with SMEs representing 58% f the respndents and LGEs representing 42%. Cpyright 2013 Wainhuse Research, LLC Page 9

10 What industry d yu wrk in? Respnse Chart Percentage Cunt Educatin - Public/Private 16% 759 Cnsulting/Prfessinal Services 13% 634 High Tech 11% 538 Gvernment (Nn-Military) 8% 382 Manufacturing 8% 358 Financial Services 6% 295 Healthcare 6% 288 Energy/Utilities 3% 137 Legal 3% 126 Media/Entertainment 2% 108 Whlesale/Distributin 2% 105 Retail 2% 85 Gvernment (Military) 2% 73 Transprtatin 1% 56 Pharmaceutical 1% 36 Hspitality / Htels & Leisure 1% 31 Other, please specify... 15% 724 Ttal Respnses 4735 Cpyright 2013 Wainhuse Research, LLC Page 10

11 What industry d yu wrk in? What Industry D Yu Wrk In? 1% 15% 1% 2% 1% 2% 2% 2% 3% 3% 6% 6% 8% 8% 16% 11% 13% Educatin Public/Private Cnsulting/Prfessinal Services High Tech Gvernment (Nn-Military) Manufacturing Financial Services Healthcare Energy/Utilities Legal Media/Entertainment Whlesale/Distributin Retail Gvernment (Military) Transprtatin Pharmaceutical Hspitality / Htels & Leisure Other, please specify... OBSERVATIONS: The survey respndent set includes a gd distributin f industries / vertical markets. Cpyright 2013 Wainhuse Research, LLC Page 11

12 D yu have any f the fllwing devices? N Yes - fr persnal use nly Yes - fr business use nly Yes - fr persnal and business use Tablet 1105 (25%) 1078 (24%) 309 (7%) 1917 (43%) 4409 Smartphne 368 (8%) 747 (16%) 304 (7%) 3236 (70%) 4655 Ttal Respnses 100% D Yu Have Any f the Fllwing Devices? 90% 80% 43% 70% 60% 70% Yes - fr persnal and business use 50% 7% Yes - fr business use nly 40% 30% 24% 7% Yes - fr persnal use nly N 20% 10% 25% 16% 0% Tablet 8% Smartphne Cpyright 2013 Wainhuse Research, LLC Page 12

13 OBSERVATIONS: The age f the mbile device has clearly arrived. Over 90% f respndents have a smartphne, and 75% have a tablet. Over 3/4 s (77%) f respndents use their smartphne fr business, and half (50%) use their tablet fr business. The verall wnership f mbile devices is relatively cnsistent acrss the gegraphical regins. Hwever, the reginal distributin f respndents wh use their mbile devices fr business purpses (cmbinatin f tw categries Yes fr persnal and business use and Yes fr business use nly ) is smewhat strnger in NA than EMEA / APAC. (Data pints: Percent f respndents using tablets fr business: NA 53%, EMEA 43%, APAC 47%, Percent f respndents using smart phnes fr business: NA 79%, EMEA 73%, APAC 70%). Having a smartphne and using it fr business vs. persnal use is fairly cnsistent acrss rganizatinal sizes. A higher % f SMEs use their tablets fr business than LGEs (Data pint: SME 53%, LGE 48%) Cpyright 2013 Wainhuse Research, LLC Page 13

14 What devices d yu use t vide cnference? Rm / Grup Vide System Exec Vide System Desktp Vide Phne Desktp PC / Laptp / Ntebk Tablet Smartphne Ttal Respnses Devices I Use Tday 2510 (65%) 748 (19%) 901 (23%) 2731 (71%) 1286 (34%) 1271 (33%) 3838 What Devices D Yu Use t VC? Smartphne 33% Tablet 34% Desktp PC / Laptp / Ntebk 71% Desktp Vide Phne 23% Executive Vide System 19% Rm / Grup Vide System 65% 0% 20% 40% 60% 80% Devices I Use Tday Imprtant Nte: Within this same questin, respndents were als asked t indicate the devices they expect t use ne year frm nw fr vide cnferencing. The resulting data, hwever, reveals that a high percentage f respndents skipped the secnd part f the questin. As a result, the data fr which devices they expect t use fr VC ne year frm nw is nt valid and has nt been presented here. Cpyright 2013 Wainhuse Research, LLC Page 14

15 OBSERVATIONS (Fr Devices I Use Tday Prtin f the Respnses): Amng the survey respndents, desktp PCs / laptps have becme the mst cmmn device used fr vide cnferencing - fllwed by rm / grup vide systems and mbile devices. The results shw that the respndents expect that the use f mbile devices will cntinue t surge ver the next year. Desktp vide phnes and exec vide systems, while least ppular, appear t fill a rle in sme rganizatins. Rm Systems - A higher percentage f EMEA-based respndents use grup vide systems than thse in APAC r NA. (Data pints: EMEA 77%, APAC 65%, NA 64%) Executive Systems A higher percentage f EMEA-based respndents use executive vide systems and desktp vide phnes than the respndents in APAC and NA. (Data pints: EMEA 26% executive systems, 29% vide phnes, NA 19% and 23%, APAC 19% and 22%) Desktp PC / Laptp / Ntebk A higher percentage f EMEA and NA respndents use desktp PCs / laptps / ntebks fr VC than thse in NA (Data pints: EMEA 76%, NA 75%, APAC 61%) Tablets and Smartphnes Respndents in EMEA (36%, 34%) and NA (36%, 36%) als use mre tablets and smartphnes fr vide cnferencing than respndents in APAC (27%, 28%). SMEs cmpared t LGEs SMEs use mre Desktp PCs / laptps / ntebks fr vide cnferencing (73%) than LGEs (69%). LGEs use mre grup vide cnferencing, executive systems, and desktp vide phnes (78%, 28%, 28%) fr vide cnferencing than SMEs (57%, 13%, 20%). The use f mbile devices fr vide cnferencing is rughly equivalent acrss rganizatinal sizes (31% - 34%). Cpyright 2013 Wainhuse Research, LLC Page 15

16 Please estimate each f the fllwing fr yur cmpany. 0 20% 21 40% 41 60% 61 80% % Dn't Knw Ttal Respnses Cnference rms with a VC system 2282 (49%) 701 (15%) 486 (10%) 394 (8%) 659 (14%) 169 (4%) 4691 Emplyees using a desktp PC, laptp, r ntebk fr vide cnferencing 1769 (38%) 893 (19%) 584 (13%) 435 (9%) 751 (16%) 237 (5%) 4669 Emplyees using a mbile device (tablet, smartphne) fr vide cnferencing 2597 (56%) 655 (14%) 358 (8%) 212 (5%) 248 (5%) 563 (12%) 4633 Emplyees using a vide phne fr vide cnferencing 3128 (68%) 330 (7%) 194 (4%) 124 (3%) 114 (2%) 694 (15%) 4584 OBSERVATIONS: 49% f respndents indicated that 20% r less f their cnference rms are equipped with VC. This highlights the lw penetratin f grup vide cnferencing systems within the enterprise. Cpyright 2013 Wainhuse Research, LLC Page 16

17 What vendr equipment r sftware d yu primarily use t vide cnference? Respnse Chart Percentage Cunt Avaya 6% 274 Cisc 32% 1519 Huawei 1% 46 LifeSize 7% 345 Micrsft 22% 1035 Plycm 61% 2908 Radvisin 2% 95 Vidy 3% 135 Cnsumer Vide Calling Service 32% 1532 Web Cnferencing Service 38% 1817 Dn't Knw 3% 164 Other, please specify... 4% 203 Ttal Respnses 4,732 Which Vendrs Slutins D Yu Use t VC? 3% 2% 5% 10% 3% 29% Plycm Web Cnf. Service Cnsumer VC Service Cisc Micrsft 15% LifeSize Avaya 18% Dn't Knw Other 15% Cpyright 2013 Wainhuse Research, LLC Page 17

18 Imprtant Nte The high percentage f Plycm users acrss the pl f respndents stems frm the fact that the invitatin t participate in this survey was sent t a large database f Plycm cntacts (in additin t ther databases and lists). As a result, this metric des nt necessarily reflect the vide cnferencing market at large. Hw ften d yu use vide cnferencing in each f the fllwing envirnments TODAY? Multiple times a day Once a day Once a week Once a mnth D nt use Ttal Respnses In a general cnference rm 514 (11%) 394 (9%) 1254 (27%) 1484 (32%) 953 (21%) 4599 In dedicated VC rm / suite 447 (10%) 326 (7%) 866 (19%) 1005 (22%) 1863 (41%) 4507 In an ffice (with a dr) 456 (10%) 411 (9%) 1077 (24%) 1141 (25%) 1407 (31%) 4492 In a cubicle 303 (7%) 241 (6%) 510 (12%) 509 (12%) 2764 (64%) 4327 In a hme ffice 305 (7%) 291 (6%) 918 (20%) 1002 (22%) 1963 (44%) 4479 On the rad (airprt, htel, client site, etc.) 137 (3%) 119 (3%) 350 (8%) 1119 (25%) 2716 (61%) 4441 Cpyright 2013 Wainhuse Research, LLC Page 18

19 100% Hw Often D Yu Use VC in Each Envirnment Tday? 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 21% 32% 27% 31% 25% 24% 41% 44% 22% 19% 22% 20% 9% 9% 7% 6% 11% 10% 10% 7% General cnf rm. Office w/a dr Dedicated VC suite 61% 64% 25% 8% 3% 3% Hme ffice On the rad 12% 12% 6% 7% Cubicle D nt use Once a mnth Once a week Once a day Multiple times a day OBSERVATIONS: General cnference rms and traditinal ffices are the mst ppular envirnments in which the respndents are using vide cnferencing (Data pints: 79% use VC in general cnf. rms, 69% use VC in ffices). The fact that mst f thse wh use vide while n the rad d s nce a mnth (25% ut f a ttal f 39%) is likely a reflectin f hw ften these respndents travel and wrk while ut f the ffice. NA psted the lwest utilizatin rates acrss all envirnments. (Data pints: Adding tgether vide cnferencing usage f mre than nce a week acrss all envirnments, the averages by regin are NA 29%, EMEA 39%, APAC 40%). LGEs use vide mre in general cnference rms, dedicated VC suites, and cubicles than SMEs (Data pints: Usage nce a week r mre, LGEs: 51%, 41%, 30%, and SMEs 45%, 33%, 20%). SMEs use vide slightly mre in hme ffices and n the rad than LGEs (Data pints: Usage f nce a week r mre, SMEs: 34%, 15%, LGEs 32%, 13%). Usage f vide cnferencing in ffices with a dr is the same fr bth SMEs and LGEs at 43%. Cpyright 2013 Wainhuse Research, LLC Page 19

20 Hw ften d yu expect t use vide cnferencing in each f the fllwing envirnments 1 YEAR FROM NOW? Multiple times a day Once a day Once a week Once a mnth D nt use Ttal Respnses In a general cnference rm 764 (17%) 581 (13%) 1398 (31%) 1208 (26%) 610 (13%) 4561 In a dedicated vide cnferencing rm / suite 660 (15%) 495 (11%) 1016 (23%) 919 (21%) 1373 (31%) 4463 In an ffice (with a dr) 759 (17%) 660 (15%) 1183 (26%) 907 (20%) 984 (22%) 4493 In a cubicle 506 (12%) 424 (10%) 587 (14%) 482 (11%) 2249 (53%) 4248 In a hme ffice 582 (13%) 554 (12%) 1151 (26%) 922 (21%) 1262 (28%) 4471 On the rad (airprt, htel, client site, etc.) 416 (9%) 343 (8%) 796 (18%) 1265 (28%) 1638 (37%) 4458 Cpyright 2013 Wainhuse Research, LLC Page 20

21 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 13% 26% 31% 26% 13% 15% 17% 17% 15% 13% General cnf rm. Hw Often D Yu EXPECT t use VC in Each Envirnment 1 Year frm Nw? 22% 20% Office (with a dr) 31% 28% 21% 23% 26% 11% 12% Dedicated VC suite 21% 37% 28% 18% 8% Hme ffice On the rad 53% 11% 14% 10% 9% 12% Cubicle D nt use Once a mnth Once a week Once a day Multiple times a day OBSERVATIONS: The percent f respndents using vide cnferencing in each f the envirnments is expected t grw ver the next year. Grwth n a use daily r mre basis is fairly cnsistent acrss the bard. Grwth n a use weekly r mre basis branches ut a bit with the strngest grwth in n the rad use (a 21% increase) and hme ffice use (an 18% increase). On a reginal basis, the mst significant expected grwth is in the fllwing areas: EMEA and APAC hme ffices (Data pints: use weekly r mre EMEA up 21%, APAC up 23%) NA, EMEA, and APAC n the rad (Data pints: use weekly r mre NA up 18%, EMEA up 30%, APAC up 27%) In terms f cmpany size, the data predicts increases in the percent f respndents using vide in all envirnments acrss all cmpany sizes. LGE use f vide in hme ffices will increase mre than SME use (Data pints: use weekly r mre LGE up 20%, SME up 16%) Cpyright 2013 Wainhuse Research, LLC Page 21

22 Please indicate yur level f agreement with the fllwing statements abut yur use f vide cnferencing at wrk: The use f vide cnferencing allws me t Strngly Agree Agree Disagree Strngly Disagree Nt Applicable Ttal Respnses Reduce hw much I have t travel 2214 (47%) 1873 (40%) 268 (6%) 58 (1%) 303 (6%) 4716 Expedite decisin making 1491 (32%) 2597 (55%) 297 (6%) 43 (1%) 269 (6%) 4697 Imprve efficiency and prductivity 1904 (40%) 2525 (54%) 142 (3%) 36 (1%) 99 (2%) 4706 Increase the impact f my discussins (cmpared t phne calls r IM sessins) 1784 (38%) 2341 (50%) 339 (7%) 51 (1%) 178 (4%) 4693 Develp deeper and strnger relatinships with partners, peers, and subrdinates 1683 (36%) 2350 (50%) 407 (9%) 51 (1%) 208 (4%) 4699 Fster increased custmer lyalty / stickiness 915 (20%) 2050 (44%) 545 (12%) 59 (1%) 1110 (24%) 4679 Wrk frm hme withut feeling discnnected frm my clleagues 1213 (26%) 1947 (42%) 416 (9%) 76 (2%) 1026 (22%) 4678 Cpyright 2013 Wainhuse Research, LLC Page 22

23 "The Use f VC Allws Me t " Increase custmer stickiness 20% 44% 12% 24% Wrk frm hme and stay cnnected 26% 42% 9% 22% Expedite decisin making 32% 55% 6% 6% Develp deeper relatinships 36% 50% 9% 4% Increase impact f discussins 38% 50% 7% 4% Imprve efficiency/prductivity 40% 54% 3% 2% Reduce travel 47% 40% 6% 6% 0% 20% 40% 60% 80% 100% Strngly Agree Agree Disagree Strngly Disagree Nt Applicable OBSERVATIONS: Almst half f the respndents expressed strng agreement that the use f VC allws them t reduce travel. This is cnsistent with WR surveys fr many years. It is ntewrthy that the area in which the highest percent f respndents agreed is that the use f VC allws them t imprve efficiency / prductivity (Data pint: 94% either strngly agreed r agreed with this pint). This makes efficiency / prductivity NOT reduced travel - the mst cnfirmed benefit f vide cnferencing. If Nt Applicable (N/A) is factred ut f the results, ver 80% f respndents agreed with all f the suggested benefits. The level f agreement regarding the benefits f using vide cnferencing was basically cnsistent acrss gegraphical regins and rganizatinal sizes. Cpyright 2013 Wainhuse Research, LLC Page 23

24 "I wuld use vide cnferencing mre if..." Strngly Agree Agree Disagree Strngly Disagree Ttal Respnses Vide was easier t use 1412 (30%) 2067 (45%) 997 (22%) 156 (3%) 4632 Vide was mre accessible Mre peple I cmmunicate with had vide Vide was available within my presence / IM / UC client Vide was available within my standard business tls (Outlk, Wrd, etc.) Vide was available n my mbile device 1775 (38%) 2168 (47%) 602 (13%) 102 (2%) (50%) 2051 (44%) 252 (5%) 52 (1%) (32%) 2184 (48%) 767 (17%) 158 (3%) (39%) 2037 (44%) 663 (14%) 133 (3%) (35%) 1972 (43%) 861 (19%) 166 (4%) 4624 "I Wuld Use VC Mre If " VC was easier t use 30% 45% 22% 3% Vide was available in IM / UC client 32% 48% 17% 3% Vide was available n my mbile device 35% 43% 19% 4% VC was mre accessible 38% 47% 13% 2% Vide was available in business sftware 39% 44% 14% 3% Mre peple had vide 50% 44% 5% 1% 0% 20% 40% 60% 80% 100% Strngly Agree Agree Disagree Strngly Disagree Cpyright 2013 Wainhuse Research, LLC Page 24

25 OBSERVATIONS: The vast majrity f respndents indicated that all f the suggested actins wuld mtivate them t use vide mre ften. 94% f the respndents said that they wuld use vide cnferencing mre frequently if mre peple they cmmunicated with had vide. This is an bvius case f Metcalf s Law. Smewhat surprising was the imprtance, in terms f driving mre use f vide, f integratin with business sftware (Data pint: 83% f respndents agreed) Als surprising was that making vide easier t use came in last thugh 3/4s f respndents still agreed r strngly agreed that this wuld mtivate additinal usage. Respnses were again very cnsistent acrss rganizatinal sizes. While the respnses were fairly cnsistent acrss gegraphical regins, the EMEA respnses shwed a greater percentage f agreement fr all factrs (e.g. mre peple in EMEA agreed that making VC easier t use wuld result in mre VC use). This was especially apparent fr making vide easier t use and making vide mre accessible. Cpyright 2013 Wainhuse Research, LLC Page 25

26 Please indicate hw yur cmpany is using vide cnferencing TODAY: Yes - We D This Tday N - But This Wuld Help Us N - N Need r Interest Dn't Knw Ttal Respnses Prviding remte training using vide cnferencing 2820 (60%) 1202 (26%) 481 (10%) 179 (4%) 4682 Participating in face-t-face meetings with custmers and partners using vide 3351 (71%) 862 (18%) 306 (7%) 172 (4%) 4691 Interviewing and recruiting prspects using vide 2063 (44%) 1368 (29%) 808 (17%) 442 (9%) 4681 Supprting my cmpany's business cntinuity / disaster recvery prgram 1170 (25%) 1528 (33%) 1097 (23%) 876 (19%) 4671 Enabling face-t-face interactin in an nline buying r supprt envirnment (e.g. speaking t a representative) 1212 (26%) 1570 (34%) 1219 (26%) 666 (14%) 4667 Enabling remte visual inspectin f an item, envirnment, design r any wrk prduct (e.g. trubleshting manufacturing failure) 1266 (27%) 1680 (36%) 1157 (25%) 570 (12%) 4673 Prviding custmers in retail lcatins with access t cmpany experts (e.g. kisk at a bank r stre) 670 (14%) 1260 (27%) 1910 (41%) 811 (17%) 4651 Cpyright 2013 Wainhuse Research, LLC Page 26

27 Hw is Yur Cmpany Using VC Tday? Bring remte experts t retail lcatins 14% 27% 41% 17% Business cntinuity / disaster recvery prgram 25% 33% 23% 19% In an nline buying r supprt envirnment 26% 34% 26% 14% Remte inspectin f an item, area, design 27% 36% 25% 12% Interviewing and recruiting 44% 29% 17% 9% Remte training 60% 26% 10% 4% Meetings with custmers and partners 71% 18% 7% 4% 0% 20% 40% 60% 80% 100% Yes - We D This Tday N - But This Wuld Help Us N - N Need r Interest Dn't Knw OBSERVATIONS: The mst cmmn ways in which vide is being used tday are cnsistent with prir surveys. Meetings with custmers and partners was the mst cmmn way in which vide cnferencing is used tday (71% f respndents are using vide in this way). This percentage seems high cmpared t data cllected via ther primary research prjects, and therefre WR believes that sme respndents may have interpreted the wrd partners t mean internal clleagues and/r external partners. The majrity f respndents (60%) indicated that their rganizatin uses vide cnferencing tday t cnduct remte training. The use f vide cnferencing fr HR purpses (interviewing and recruiting) was als quite strng at 44%. The cmbinatin f the Yes We D This Tday and N But This Wuld Help Us prvides insight int the ways the respndents believe VC is able t prvide value t their rganizatin. Meetings with custmers and partners was cited as the highest area f value, fllwed by remte training and interviewing / recruiting. Cpyright 2013 Wainhuse Research, LLC Page 27

28 OBSERVATIONS (cntinued): There are many additinal ways that VC can be used t add mre value. 36% f the respndents indicated that they are nt using VC fr the remte inspectin f items, areas, r designs, but that using vide in this way wuld help them. 34% said the use f vide in an nline buying r supprt envirnment wuld help them. While the respnses were again cnsistent acrss rganizatinal sizes, LGEs use VC mre ften fr interviews and business cntinuity than SMEs. The tp tw use cases were cnsistent acrss gegraphical regins; APAC has mre enthusiasm than the ther regins fr the remaining five use cases fllwed by EMEA then NA. Cpyright 2013 Wainhuse Research, LLC Page 28

29 Abut Wainhuse Research Wainhuse Research, is an independent market research firm that fcuses n critical issues in the Unified Cmmunicatins and rich media cnferencing fields, including applicatins like distance educatin and e-learning. The cmpany cnducts multi-client and custm research studies, cnsults with end users n key implementatin issues, publishes white papers and market statistics, and delivers public and private seminars as well as speaker presentatins at industry grup meetings. Wainhuse Research publishes a variety f reprts that cver all aspects f rich media cnferencing, and the free newsletter, The Wainhuse Research Bulletin. Abut the Authr(s) Ira M. Weinstein is a Senir Analyst and Partner at Wainhuse Research and a 20-year veteran f the cnferencing, cllabratin, and audi-visual industries. His prir experience includes senir psitins with cnferencing and AV vendrs, distributrs, and resellers. In additin, Ira ran the glbal cnferencing department fr a Frtune 50 investment bank. As the lead analyst f WR s visual cllabratin team, Ira s fcus includes vide cnferencing endpints (mbile, desktp, grup, and telepresence / immersive) and infrastructure, streaming / webcasting, and the visual cmmunicatin elements within unified cmmunicatins. Ira has published hundreds f articles, dcuments, and reprts n AV and cllabratin, is a frequent speaker at industry events, and regularly cnsults with end-users, vendrs, service prviders, and investment firms seeking t understand the cllabratin space. Ira has been an industry analyst and cnsultant since 2001 and can be reached at iweinstein@wainhuse.cm. Andy H. Nilssen is a Senir Analyst and Partner at Wainhuse Research and Manager f the Persnal Web Cnferencing and Cllabratin Practice. Andy has been analyzing the rich media cmmunicatins market fr ver a decade. He previusly held management psitins in marketing, prduct management, and market research fr PictureTel, Sun Micrsystems, and tw start-ups. Andy has ver 30 years f experience bringing high-technlgy fferings t market, and earned his BSEE and MBA degrees at the University f New Hampshire. Andy als hlds tw ease-f-use related patents and can be reached at andyn@wainhuse.cm. Abut Plycm (Cpy prvided by Plycm) Plycm is the glbal leader in pen standards-based unified cmmunicatins and cllabratin (UC&C) slutins fr vice and vide cllabratin, trusted by mre than 415,000 custmers arund the wrld. Plycm slutins are pwered by the Plycm RealPresence Platfrm, cmprehensive sftware infrastructure and rich APIs that interperate with the bradest set f cmmunicatin, business, mbile and clud applicatins and devices t deliver secure face-t-face vide cllabratin in any envirnment. Plycm and its ecsystem f ver 7,000 partners prvide truly unified cmmunicatins slutins that deliver the best user experience, highest multi-vendr interperability, and lwest TCO. Visit r cnnect with us n Twitter, Facebk, and LinkedIn t learn hw we're pushing the greatness f human cllabratin frward. Cpyright 2013 Wainhuse Research, LLC Page 29