Nemertes Research

Size: px
Start display at page:

Download "Nemertes Research www.nemertes.com +1 888.241.2685"

Transcription

1 Q3 12 Nemertes Research PilotHouse Awards IP Telephony The Nemertes Research annual PilotHouse Awards provide insight on the performance of technology vendors, according to feedback from IT decision- makers who use their products or services. Nemertes Research

2 TABLE OF CONTENTS IP Telephony... 3 Award Definition... 3 Overview... 3 Market Classification... 3 Ratings... 5 Ratings Categories... 5 Technology... 5 Customer Service... 5 Value... 5 Results Summary... 6 Analysis... 7 PilotHouse Market Leader Winner Cisco Technology Customer Service Value PilotHouse Market Challenger Winner Mitel Technology Customer Service Value Pilothouse Finalists: Market Leaders Avaya PilotHouse Finalists: Market Challengers Siemens Enterprise Communications ShoreTel Alcatel- Lucent Conclusion Methodology Sample Frame Planned Sample Size Survey Sub- Groups/Stratification Awards Timing Incentives to Participate & Time Commitment Future Plans

3 IP TELEPHONY By Irwin Lazar Vice President and Service Director, Nemertes Research Award Definition The Nemertes PilotHouse award for IP telephony recognizes vendors of IP call- control servers and handsets/softphones. They also typically offer voice/unified messaging, auto- attendant, gateways, and audio conferencing bridges. IT professionals who use these services rated their providers on technology, value, and customer service. Overview The goal of the PilotHouse awards is to provide analysis of vendor and service- provider performance from the perspective of the IT professionals who actually use the technology. Many research firms offer market rankings, but Nemertes' research and analysis is unique. It is 100% based on the views and experiences of actual users. The research is wholly independent and not sponsored, and neither Nemertes nor the vendors or service providers being rated have any influence over ratings performance. The opinions are those of business users of the technology or service. By combining direct interviews of IT leaders with surveys of screened IT users, Nemertes is able to provide unique insights into why IT professionals rate vendors the way they do. For this award, Nemertes gathered ratings on IP telephony providers with a range of offerings. (More detail on the program, and demographics of participating IT professionals is available in the methodology at the end of this report.) Market Classification We segmented providers into two categories: Market Leaders and Market Challengers, and offered awards within each category. To determine the categorizations, Nemertes analysts evaluated IP Telephony market presence (looking at revenue, device shipments, and number of customers) based on our own research and publicly available data. Analysts also examined natural breakpoints in the data, and segmented the Market Leaders as those who collectively accounted for the vast majority of each market, and Market Challengers who accounted for a smaller percentage of the overall market. 3

4 Market Leaders Avaya, Cisco IP Telephony Market Challengers Alcatel-Lucent, Mitel, Siemens Enterprise Communications, ShoreTel, Table 1: Vendor Classification, IP Telephony, 2012 Nemertes classifies the IP telephony market as consolidated. In a consolidated market, no single vendor controls more than 50% of the market, and no two vendors combined control more than 75% of the market. Avaya and Cisco combined control is somewhere between 50% and 60% of the U.S. market according to analysts and Nemertes PilotHouse data. About 20 vendors share the remaining U.S. market. None of the other vendors control a large enough share of the U.S. market presence as Avaya or Cisco. The telephony market does shift globally. For example, in Europe, Siemens and Alcatel- Lucent would be Market Leaders. This year s ratings include most of the leading vendors in the North American IP telephony market, however some vendors with small market share such as Aastra, Digium (Asterisk), NEC, Toshiba, and Zultys, did not receive enough ratings for award consideration. We did not include Microsoft in this year s results largely because most organizations deploying Microsoft Lync as a telephony solution tell us they are doing so in trial or limited production, rather than as an enterprise- wide solution. This award only covers the on- premises IP telephony providers. Hosted IP telephony services, including vendors such as AT&T and Verizon, as well as hosted offerings from those who also offer on- premise platforms, are not included in this report. 4

5 Ratings We asked IT professionals to rate IP telephony providers using a 5- point scale, where 5 is excellent, 4 is good, 3 is fair, 2 is poor, and 1 is unacceptable. Nemertes then used these raw scores to compute average scores for each category. The maximum possible score is a 5.0 (and although some vendors did receive perfect scores from individual IT participants, none received a perfect score when all ratings were averaged). Ratings Categories The participants rated their technology providers in three areas: Technology Customer Service Value From these three ratings, Nemertes calculated an overall score (weighting each of the three categories equally). Technology Technology ratings gauge how customers view the sophistication, features, and implementation of the IP telephony service they re rating. Additionally, this score reflects how much of a leader a vendor is in the IP telephony industry, from the perspective of the customer. Customer Service Customer- service ratings cover how providers perform in areas such as technical support, responsiveness to deployment problems and concerns, sales support, and general customer care. Additionally, technology users considered the willingness and ability of the vendors to answer questions effectively and promptly. Value Value ratings aren t based solely on cost; rather, we ask participants to rate what they get in technology and support compared to what they pay for it. In other words, are they getting their bang for the buck? 5

6 Results Summary IP Telephony: All Vendors, Overall Scores Cisco Mitel Siemens ShoreTel Avaya Alcatel-Lucent Market Leaders Market Challengers Figure 1: IP Telephony All Vendors, Overall Among Market Leaders, Cisco wins the PilotHouse Award. Cisco s overall score is Among Market Challengers, Mitel wins the PilotHouse Award. Mitel s overall score is A total of six providers received enough responses to be included in this year s analysis. Two providers are Market Leaders; four are Market Challengers. Market Leaders overall average score is Market Challengers overall average score is

7 ANALYSIS Nemertes 2012 PilotHouse Awards IP Telephony Market Leaders Market Challengers \ Cisco, Avaya Winners Overall Technology Customer Service Value Cisco Mitel Other Finalists Siemens ShoreTel Avaya Alcatel-Lucent Rating Scale: 5=Excellent; 4=Good; 3=Fair; 2=Poor; 1=Unacceptable Table 2: Vendor Scores, IP Telephony, 2012 Mitel, Siemens Enterprise Communcations, ShoreTel, Alcatel-Lucent This year s IP telephony ratings show a comeback of sorts for Market Leaders, with Cisco achieving the top overall score (4.13 versus 3.86 in 2011). Overall scores were down from 2011, from an average of 4.12 in 2011 to 3.99 in Customer service took the biggest hit, dropping from an overall average of 4.17 in 2011 to 3.85 in Why? Participants often cited channel difficulties, perceived cuts in support resources from vendors trying to reduce operating costs, and increased interoperability challenges as companies shift from voice- focused solution to broader unified communications portfolios. Last year, Challengers dominated, with all four challengers outscoring Market Leaders Cisco and Avaya. This year Cisco outscores everyone while Avaya manages to pass Alcatel- Lucent. Among the top three Market Challengers (Mitel, Siemens Enterprise Communications, and ShoreTel) the gap in overall scores is relatively small (a total of.08), while the gap between Market Leaders Cisco and Avaya widens from a tie in 2011 to.27 in This change reflects not only Cisco s success in improving its own scores, especially customer service, but Avaya s overall decline in customer service and value from Challengers overall largely maintain their edge in value, with all but Alcatel- Lucent edging out both Cisco and Avaya in this category. As in years past, 7

8 customers often lean toward Challengers because they perceive they are getting more for what they are spending. Overall, Market Leaders achieve a score of 4.00, and Challengers have a Reason: This year s scores are reflective of the split between Avaya and Cisco, coupled with the decline of Market Challengers. In 2011, both had an overall score of Meanwhile, Market Challengers decline considerably from 4.20 in 2011 to a 3.99 this year. Cisco gains slightly more than Avaya lost, but Market Challengers are down across the board. These scores reflect a tightening market, where 2011 was the Year of the Market Challengers, the Challengers are facing increasing difficulty crossing the chasm to larger, more complex customers that often require considerable integration with legacy equipment and other unified communications platforms. Meanwhile Cisco slightly offsets Avaya s decline, leading to a near tie among overall scores for Leaders and Challengers. In technology, Market Leaders achieve a score of 4.13, while Challengers trail with a Reason: Alcatel- Lucent brings down the rest of the Market Challenger pack, which led Leaders in this category in Alcatel- Lucent s 3.77 score, down from 4.18 in 2011 brings the entire Market Challenger group down. Without Alcatel- Lucent, the remaining three Challengers led Avaya, while two of them trail Cisco. In past years, we have noted that IT leaders set a higher bar for Market Leaders they expect Market Leaders to drive technology innovation, whereas they often look to Challengers for better value and customer service. In customer service, Market Leaders pull in a score of 3.94, and Challengers receive a Reason: Although Market Leaders actually fell.02 from 2011, Challengers fell even more (from 4.27 to 3.81). All the Challengers saw drops in their customer service ratings. This represents a significant red flag for Challengers who often compete on their ability to provide more personal service, and tight integration with their channel partners. In value, Market Leaders garner a score of 3.92, and Challengers earn a Reason: Here s the one area where Challengers soundly out- perform Market Leaders, but here too the gap narrows with Challengers declining.11 while Leaders improve.08 from Market Challengers still demonstrate a great deal of value, but their edge is declining. For a few vendors, success and/or failure in specific areas makes a big difference in their overall score: 8

9 Mitel outperforms all vendors in value. Mitel s move to focus on differentiating itself through virtualized offerings is winning hearts and minds of its customers. We had existing Mitel gear, it was a cheap and easy upgrade for us, cheaper than Avaya or ShoreTel says the director of IT for a midsize professional- services firm. ShoreTel, the top- scoring winner of PilotHouse IP telephony award every year Nemertes has collected ratings, has the highest overall technology and value scores, but the lowest customer- service rating of any vendor. This is a huge shift from years past, when ShoreTel s customer- service ratings were among the highest in the entire PilotHouse program. Most of the concerns we heard weren t specific to ShoreTel, but rather to its channel partners. The VAR doesn t have a deep bench. When there s an issue, I have to escalate to ShoreTel, which takes time. It takes a while to get to the right person, says the manager of telecom for a midsize healthcare company. Challengers perform best this year in value, while Market Leaders top Challengers in customer service and technology. Leaders continue to leverage their perceived ability to drive technology innovation, while Challengers continue to largely compete on price and bundled capabilities. 9

10 PILOTHOUSE MARKET LEADER WINNER Figure 3: PilotHouse Market Leader Winner: Cisco, IP Telephony, 2012 Cisco Summary: Cisco receives a 4.13 overall score, a nice improvement from its 3.96 score in Cisco continues to score well in technology and customer service, while value is its lowest score. Last year, Cisco tied with Avaya as the overall winner for Market Leaders. Making huge improvements this year, Cisco wins hands down. Cisco continues to base its success on driving technology change and providing superior technical support through its channels and its direct partners. But its 4.04 value score shows that although it may not be the cheapest solution, its customers like what they get for their money. Cisco gets high marks, as well, from those who integrate its IP telephony equipment into Cisco network infrastructure. What we like most is the integration of features and integration with rest of network infrastructure, which are primarily Cisco components, says the telecom manager of a midsize manufacturing company. 10

11 Then and Now: Cisco improves across the board from 2011, increasing technology from a 4.03 to 4.15, customer service from 4.00 to 4.20, and value from 3.85 to Combined, Cisco s overall increase is.17 from Cisco continues to execute well given its renewed focus on collaboration as a result of recent corporate restructuring. Cisco historically has been viewed by its customers as an expensive solution, but one that is stable, feature rich, and comes with strong technical support. The fact that its value score improved by.19 indicates customers are seeing not only greater cost competitiveness, but increased business benefit from their Cisco purchases. Since we're an all- Cisco environment, we're using their networking gear, their VOIP, their television stuff, digital signage, and because we have a strong relationship with them, we're able to things with a smaller staff than we otherwise could do. That's been an advantage, says the director of IT for a large manufacturing company. Future Direction: Cisco faces increasing competition from both other IP telephony vendors, as well as Microsoft, and improving hosted offerings. Cisco customers continue to complain about expensive support and equipment costs, concerns Cisco is trying to address via broader channel support and virtualization- ready offerings. Still, as always, Cisco must fend off a growing cadre of competitors trying to be better, faster, and cheaper. Technology We have had tremendous support. A solid, consistent account manager who understands his role, shepherds and looks after us, but it is so expensive. The software model is costly, but it does seems as if they are getting more competitive, says the director of telephony services for a large educational institution. Last year Cisco s technology score was the lowest of all vendors. This year, it s the second highest, trailing only ShoreTel. Cisco s efforts to differentiate itself through a broad set of collaboration offerings targeting desktop, mobile, and virtual environments is resonating with its customers, and is a key driver for Cisco s.12 improvement. They are a leader. We went through their jabber presentation, it's state of the art, says the telecom director for a global pharmaceutical. The technology is really good. Basically we have all the features we could want, we can program the phones on the fly, Unity voic system is great, and so is the presence and the IP communicator works well, says the technology director for a midsize professional- services firm. 11

12 Customer Service Cisco s customer- service score of 4.20 is its strongest rating area, leading all other IP telephony vendors. This represents a strong turnaround from last year when Cisco scored near the bottom. Cisco s focus on its core offerings, and in further developing the capabilities of its channel partners are, creating benefits in the eyes of its customers. We re dealing with both a VAR and Cisco. We re getting special treatment thanks to a strong and long history with them. We ve developed personal relationships with executives at Cisco, we can call a senior VP on the weekend because of a switch being down, says the director of telecom for a global professional- services company. Value Value has historically been Cisco s Achilles heel, and this year is no different as not only is value Cisco s lowest ratings area, but also where it trails everyone but Avaya and Alcatel- Lucent. IT professionals continue to express concern over the cost of Cisco solutions including licensing, maintenance, and support. Still, Cisco improved significantly in value, going from 3.85 in 2011 to 4.04 in For Cisco to continue to show improvement, and more effectively compete with other IP telephony providers, it must better address customer concerns about total cost of ownership. Licensing strategies are terribly confusing, and maintenance is very expensive for the amount of time we leverage it, but you have to have it as a protection, says the director of telephony for a global pharmaceutical. We're getting what we need, but their advanced services team rates are exorbitantly expensive, says the director for a large healthcare company. 12

13 PILOTHOUSE MARKET CHALLENGER WINNER Figure 2: PilotHouse Market Challenger Winner: Mitel, IP Telephony 2012 Mitel Summary: Value is what leads Mitel to its first Market Challenger PilotHouse award for IP telephony. Its value score of 4.30 is tops among all Market Challengers, while its customer- service and technology Scores were just high enough to edge out Siemens Enterprise Networks and ShoreTel. Mitel s focus on leveraging virtualization through its partnership with VMware is paying dividends, though this is a temporary gap as its competitors quickly develop virtualized offerings of their own. Nonetheless, Mitel hopes to leverage the VMware channel to continue to bring value to its customers. Still, Mitel faces stiff competition. It beats Siemens by only.05 and ShoreTel by.08. If ShoreTel successfully addresses customer- service concerns, it could move back into the top spot in Mitel, too, has its weakest showing in customer service, where it trailed both Siemens and Cisco, but edged out ShoreTel, Avaya, and Alcatel- Lucent. Mitel s ratings also came largely from 13

14 small companies. Moving forward, Mitel must broaden adoption among midsize and large businesses to sustain growth. Mitel guaranteed our price for five years, we re now planning to deploy them to our larger offices, says the manager of telecommunications for a small retail chain. Then and Now: Mitel failed to gain enough ratings for award consideration in 2011, but its 2012 showing represents remarkable turnaround from 2010, improving in technology (3.39 to 4.10), customer service (3.44 to 3.90), and value (3.44 to 4.30) and overall from 3.43 to Mitel s shift in focus toward virtualization, along with explaining the value proposition for the architecture, are the biggest reason for the increased scores. We re a VMware shop, and we run VMware in our stores, so their alignment with VMware makes them a natural choice for our telephony platform, says the director of IT for a small retail company. Future Direction: Mitel must work hard to stay ahead of an increasingly competitive market, especially as companies transition their voice platforms to unified communications, Microsoft gains traction, and new hosted vendors enter the mix. Still, focusing on virtualization and value are a winning combination this year. Technology Their solution is low cost and it works, says the managing director for a small hospitality company. Mitel s technology score of 4.10 though still impressive is behind both Market Leaders Avaya and Cisco, as well as Market Challenger ShoreTel. Mitel must do more to leverage its integration with VMware and develop its cloud- based offerings to improve its technology ratings. It also should focus on mobility integration. It could be worse, could be way better; they almost discourage keeping current once you make an investment, says the IT manager for a small healthcare company. Customer Service Mitel s customer- service score of 3.90 trails that of Cisco and Siemens, but is ahead of all other vendors, Market Leader and Market Challenger alike. Small organizations seemed to struggle the most with Mitel customer service, while larger companies generally rated it higher. Here represents the greatest room for improvement, especially as it builds up the capability of its channels to support its virtualized solutions. 14

15 We haven't had any real problems, they provide good support, says the IT manager for large retail company. They've never delivered service to me where I said wow, that was great, says the manager of IT for a small healthcare company. Value Value is where Mitel truly shines, with a 4.30 score, tops among all IP telephony vendors, but only slightly ahead of ShoreTel. Mitel s score is driven by its low cost, with its customers largely citing Mitel s overall prices as coming in lower than those from competing vendors. The solution was cheap, cheaper than Shoretel for us, and easy upgrade from older phones, says the voice manager for a small retail organization. 15

16 PILOTHOUSE FINALISTS: MARKET LEADERS Figure 4: PilotHouse Market Leaders: IP Telephony,

17 Figure 5: Market Leader: Avaya, IP Telephony, 2012 Avaya After two years of improving scores, Avaya declines in 2012, going from a 3.96 rating in 2011 to this year s Avaya s biggest area of decline was customer service, where it fell from 3.92 to Technology held steady at 4.11, while value slightly dropped from 3.84 to Avaya s customer service fall- off is a red flag for the company that is working hard to overcome concerns over financial viability and debt as it readies itself for a potential IPO in the near future. Several Avaya customers noted concerns over the ability of partners to support Avaya, which is a concern given Avaya s increasing reliance on the channel. Avaya s 3.68 score was the lowest customer- service rating for all companies except ShoreTel. Avaya, like Cisco, is also facing increasing competition from Microsoft as it pushes its Lync platform as an enterprise telephony alternative The average overall score of all Market Leaders is 4.00; Avaya s is Avaya s feature set is exceptional, but their future is very unclear, and we don t want to pay more for features, says the CIO of a midsize educational institution. The average technology score of all Market Leaders is 4.13; Avaya s is

18 They are developing a strong roadmap, but there are some areas of weakness, including migration with Nortel, says the director of telecom for a large financial- services firm. The average customer- service score of Market Leaders is 3.94; Avaya s is Customer service is fine, but when issues are escalated, we run into issues with channel customer service. Partners don't have enough knowledge to provide good customer service. We might renew our contract with just Avaya later this year instead of the VAR, says the IP telephony engineer for a small financial- services firm. The average value score of all Market Leaders is 3.92; Avaya s is They want to push everything through the VARs, and either they aren't training the VARs or they just don t have the technical expertise, says the director of telecom for a midsize energy company. 18

19 PILOTHOUSE FINALISTS: MARKET CHALLENGERS IP Telephony: Market Challengers Mitel ShoreTel Alcatel-Lucent Siemens Overall Technology Customer Service Value Figure 6: PilotHouse Market Challengers: IP Telephony,

20 Figure 7: Market Challenger: Siemens Enterprise Communications, IP Telephony, 2012 Siemens Enterprise Communications Siemens continues to hover near the top of the Market Challenger category. Its 4.05 overall rating puts it second to Mitel, and third- highest overall. Siemens falls a bit from 2011 in technology (4.10 vs. 4.07) and value (4.20 vs. 4.07), while its customer- service rating declined more significantly from 4.30 to Like Avaya, Siemens faces its own set of challenges in trying to gain market share in the North American market, develop channel partners, and embrace cloud- based offerings. Though its customer- service rating is still higher than the overall rating for Market Challengers, for Siemens to win it must address customer- service issues that drag down its overall rating. The average overall score of all Market Challengers is 3.99; Siemens is They have a great product; they need to fix their support. Customer service/support is where the issue lies with Siemens for me, says the director of telecom for a midsize healthcare provider. The average technology score of all Market Challengers is 4.05; Siemens is We especially like Siemens mobility capabilities, it helps our employees stay connected wherever we go, says the CIO for a midsize energy company. The average customer- service score of Challengers is 3.81; Siemens is

21 Overall, we re very happy, Siemens provides great service and support, says the IT manager for a midsize manufacturing company. The average value score of all Market Challengers is 4.11; Siemens is It s a well- priced solution compared to others on the market, says the IT manager for a small retail company. 21

22 Figure 8: Market Challenger: ShoreTel, IP Telephony, 2012 ShoreTel After eight years of holding the top spot, not just for Market Challengers, but among all providers, ShoreTel finishes third among Market Challengers with an overall rating of 4.02, beating out only Avaya and Alcatel- Lucent. As we expected in last year s analysis, ShoreTel s 12.0 release alone would improve its technology scores, and that it did. ShoreTel increases its rating from 4.18 in 2011 to a 4.27 this year the best of all IP telephony vendors. It s efforts to expand its feature portfolio by embracing virtualization for its management platform, while also acquiring Agito to provide UC mobility, are helping its customers see it as a technology leader. ShoreTel declines in value, though its value score is better than everyone s except Mitel s. It s customer service where ShoreTel took its biggest hit, dropping from a 4.18 in 2011 to a 3.55 in 2012, the lowest of all IP telephony vendors. Nemertes issued this warning in last year s PilotHouse report: The vendor is pushing uphill with solid growth on its way to reach the $1 billion annual revenue mark by focusing on larger businesses and expanding globally. Making that transition is often when many companies lose their focus and their roots. ShoreTel has some other Challengers trailing not too far behind, and all of them score better in customer service ShoreTel s hallmark area. 22

23 Indeed, ShoreTel s customer- service did not improve, and ShoreTel this year was plagued by problems with its channel partners and their inability to deliver the level of support ShoreTel customers have come to demand. ShoreTel s international expansion and drive up- market into larger installations are all putting pressure on its ability to execute to the level it has maintained in years past. The average overall score of all Market Challengers is 3.99; ShoreTel s is ShoreTel has a very easy- to- manage solution. It doesn't require a dedicated person to handle on a daily basis. We get a lot of value for our money, says the manager for a midsize financial- services firm. The average technology score of all Market Challengers is 4.05; ShoreTel s is They are extremely innovative in the way the solution is put together, says the director of telecom for a midsize professional- services company. The average customer- service score of all Market Challengers is 3.81; ShoreTel s is Customer service isn t with ShoreTel, it is with the VAR. Maybe ShoreTel isn t as responsive as they need to be to the VAR, so there s a lot of blame game going on. The VAR needs a better trouble ticket, tracking process for managing incidents, says the director of IT for a small professional- services company. The execution is the problem, their channel partner is terrible, but there s no other choice, we can't go direct to ShoreTel. The partner is trying to improve, but has struggled to deal with complex problems, though it is responsive to quick break/fix, says the architect for a midsize financial- services company. The average value score of all Market Challengers is 4.11; ShoreTel s is Our ShoreTel solution has been a good investment for us, says the IT manager for a small professional- services company. 23

24 Figure 9: Market Challenger: Alcatel- Lucent, IP Telephony, 2012 Alcatel- Lucent Alcatel- Lucent sees a large fall from 2011, going from an overall rating of 4.14 in 2011 to a 3.79 this year. Its biggest fall- offs come in technology (4.18 vs. 3.77) and customer service (4.36 vs. 3.77), while it held steady in value (3.86 vs. 3.85). Alcatel- Lucent continues to struggle with an uncertain future amid reports that the company is trying to sell off the enterprise division after divesting itself of its Genesys contact center business in Alcatel- Lucent trails overall Market Challenger scores in all categories, making it tough for it to make any headway in an extremely competitive market. The average overall score of all Market Challengers is 3.99; Alcatel- Lucent s is Overall the solution is innovative and up- to date, says the CIO for a small hospitality company. The average technology score of all Market Challengers is 4.05; Alcatel- Lucent s is The average customer- service score of all Market Challengers is 3.81; Alcatel- Lucent s is The average value score of all Market Challengers is 4.11; Alcatel- Lucent s is

25 CONCLUSION The IP telephony market is in a state of flux. New entrants such as Microsoft, coupled with expanding hosted service offerings, threaten to chip away at long- time players in the on- premise market. Meanwhile, telephony vendors expand their platforms to embrace unified communications, virtualization, and mobility. Success in this market requires a broad set of options including mobile, virtual, and unified communications solutions, and for some organizations, IP contact center integration. The vendors that scored the highest in this year s ratings reflect this ability to deliver a broad solution set, providing options for both on- premise and in- the- cloud applications across a variety of end- points. Vendor Selection: Based on the outcome of the PilotHouse program, here is Nemertes guidance (with vendors listed in priority order): Evaluate a minimum of five providers. Cisco, Mitel, Siemens Enterprise Communications, and ShoreTel are solid options. If technology is your key concern, consider ShoreTel, Cisco, Avaya, and Mitel. If customer- service is your key decision criteria, consider Cisco, Siemens Enterprise Communications, and Mitel. If value is your key goal, consider Mitel, ShoreTel, Siemens Enterprise Communications, and Cisco. Differentiation of Leaders and Challengers: Overall there s not much differentiation between Leaders and Challengers. Market Leader Cisco was at or near the top in all areas, while fellow Market Leader Avaya finished third in technology, but much lower in customer service and value. This indicates the need to cast a wide net when evaluating potential solutions. Advantages of Adding During Technology Refresh: Most companies investing in IP telephony will do so as part of a broader unified communications rollout. Evaluate IP telephony providers that can best integrate with your overall UC and perhaps contact- center architecture. Improvement Outlook: Unified communications, virtualization, mobility, and cloud- based offerings will reshape IP telephony over the coming years. Evaluate vendors not only on where they are today, but where they will be tomorrow and their ability to offer innovative solutions to meet changing business requirements. 25

26 METHODOLOGY The population includes individuals primarily from U.S. companies (based in the United States, but many of which are global multinationals) who are responsible for selecting or influencing the selection of suppliers of data- center and communications products and services. Sample Frame In selecting the sampling frame, Nemertes has asked individuals in the following populations to rate their providers: Nemertes Research IT executive database, limited to individuals who meet the criteria for the representative population. Individuals from this list represent primarily U.S. companies, but also include companies based elsewhere that have presence in North America. The database includes individuals who have participated in, or who have expressed interest in participating in our research, or with whom Nemertes analysts have established a business relationship. U.S. business subscriber lists, including individuals who have opted to participate in surveys and who have been pre- screened to determine responsibility for selecting or influencing relevant products and services. Individuals participated in this project using two methods: Benchmark interviews. This is a smaller percentage of the respondents, but they provide more detail on the reasons for their ratings. In addition to providing quantitative ratings, Nemertes analysts asked numerous detailed qualitative questions to gauge why they rated their service providers the way they did, as well as gathering other information about their usage of communications services. Electronic survey. This is the largest percentage of the respondents. Those who meet the sample frame randomly received invitations to participate in the survey. Benchmark participants spent one to three hours on the phone or in person with a Nemertes analyst discussing, among other areas, issues relating to their use of products and services. The electronic survey participants answered a subset of the benchmark questions that focus on rating the providers, stack- ranking important criteria, providing financial data, open- ended comments, and demographics. Planned Sample Size According to U.S. Census Bureau figures, there are 2,208,596 companies with five or more employees. Our goal was to receive responses from a minimum of 1,000 individuals, which would give us a 95% confidence level and 3% margin of error if every individual rated every vendor in every technology area rated. We received 26

27 substantial ratings for each technology category (several hundred per category), but each vendor in each area did not receive a rating from every research participant. About 4,100 individuals accessed the survey or participated in a benchmark interview. Of those, about 1,500 meet Nemertes stringent standards to be considered valid. Our survey tool automatically exited individuals employed by IT vendors and providers. Analysts reviewed all other ratings (survey and benchmark) line by line, and categorized as invalid those who demonstrated inconsistencies or inaccuracies in their responses as part of Nemertes complex qualification methodology. We achieved validity across the survey and interviews by ensuring the questions we asked were the same, and that the interview group and survey group represent discrete samples of the same population. Nemertes achieves survey and interview consistency through the use of pre- scripted interview forms and peer review of interview protocols. Analysts also relied upon their own knowledge of the technology areas, natural breakpoints in the data, and interview notes from the survey participants to further validate ratings. Survey Sub- Groups/Stratification Nemertes analysts researched which providers offer products and services in each category and created lists from which participants identified their primary service providers. Participants also were able to select other, and identify a service provider they use that may not be included on the explicit list provided. The challenge is that some providers (Market Leaders) have thousands or tens of thousands of business customers and significant market share, while others (Market Challengers) have a few hundred or few thousand customers and smaller market share. We realized some providers would garner a relatively large number of ratings, based on the number of customers they have, while others would have a relatively small number of ratings. Therefore, we created the two distinct categories for the awards, Market Leaders and Market Challengers, and compared providers within each category. Nemertes placed providers within each category based on its own research and publicly available data. Analysts also examined natural breakpoints in the data. Market Leaders typically have >10% of market share, based on these analyses. Market Challengers typically have smaller market shares. In some categories, there were not enough ratings to issue an award in the Market Challenger category, or the market is so new that all vendors are considered Challengers. In these cases, Nemertes issues an award only in the appropriate category. 27

28 Nemertes reserves the right to address acquisitions occurring during the benchmark and survey period on a case- by- case basis. Unless otherwise noted, an acquisition merging two companies in the same award category must be complete before the start of the survey and benchmark interview period to be counted as one company in the ratings. Awards Nemertes is issuing awards in the following categories: Nemertes PilotHouse Awards, 2012 Award Category Market Leaders Market Challengers Advanced Communications Services MPLS Services Carrier Ethernet Services Internet Access Services Wireless and Mobility Wireless LANs Mobile Device Management No award Application Delivery Application Delivery Optimization Voice Communications IP Telephony Managed IP Telephony Data-Center Technologies Servers for Virtualization Unified Communications Unified Communications IP Contact Centers Video Conferencing Security Data-Center Firewalls Timing The Web- based survey was conducted between March and May The benchmark research was conducted between January and April

29 Incentives to Participate & Time Commitment Participants of the electronic survey received a small incentive for participating in the survey. Participants from Nemertes database receive the findings and are invited to participate in a results- overview Webcast, in exchange for their time. The Web- based survey takes about 15 minutes to complete; the benchmark requires one to three hours of participants time. Future Plans Nemertes plans to conduct its PilotHouse Awards program annually, though it retains the right to cancel or revise the program at any time. About Nemertes Research: Nemertes Research is a research- advisory and strategic- consulting firm that specializes in analyzing and quantifying the business value of emerging technologies. You can learn more about Nemertes Research at our Website: 29

Nemertes Research www.nemertes.com +1 888.241.2685

Nemertes Research www.nemertes.com +1 888.241.2685 Q3 12 Nemertes Research PilotHouse Awards IP Contact Centers The Nemertes Research annual PilotHouse Awards provide insight on the performance of technology vendors, according to feedback from IT decision-

More information

The Business Case for Voice Over IP What do large VOIP rollouts truly cost and how do vendors compare?

The Business Case for Voice Over IP What do large VOIP rollouts truly cost and how do vendors compare? ISSUE PAPER The Business Case for Voice Over IP What do large VOIP rollouts truly cost and how do vendors compare? By Robin Gareiss, Executive Vice President & Sr. Founding Partner, Nemertes Research Executive

More information

Minimizing Costs, Maximizing Value of IP Telephony

Minimizing Costs, Maximizing Value of IP Telephony Minimizing Costs, Maximizing Value of IP Telephony By Irwin Lazar VP and Service Director, Nemertes Research Executive Summary IT leaders face the challenge of delivering improved collaboration capabilities

More information

Assessing IP Telephony Total Cost of Ownership

Assessing IP Telephony Total Cost of Ownership Assessing IP Telephony Total Cost of Ownership By Tim Smith Senior Research Analyst, Nemertes Research Executive Summary Understanding total cost of ownership (TCO) of IP telephony (IPT) and unified communications

More information

TRUE COST OF OWNERSHIP FOR UNIFIED COMMUNICATIONS

TRUE COST OF OWNERSHIP FOR UNIFIED COMMUNICATIONS brought to you by ISSUE PAPER TRUE COST OF OWNERSHIP FOR UNIFIED COMMUNICATIONS How Vendor Selection Impacts ROI By Robin Gareiss President, Nemertes Research Q2 15 True Cost of Ownership for Unified Communication

More information

By Robin Gareiss Executive Vice President & Sr. Founding Partner, Nemertes Research

By Robin Gareiss Executive Vice President & Sr. Founding Partner, Nemertes Research IP Telephony, 2010 By Robin Gareiss Executive Vice President & Sr. Founding Partner, Nemertes Research Award Definition The IP Telephony award recognizes vendor manufacturers of IP callcontrol servers

More information

Unified Communications & Collaboration Market 2011-2016

Unified Communications & Collaboration Market 2011-2016 Unified Communications & Collaboration Market 2011-2016 Executive Summary Unified Communications (UC) has come of age. People are no longer asking, What is UC?, but rather, How should we develop our UC

More information

Video Conferencing: A TCO Analysis

Video Conferencing: A TCO Analysis Video Conferencing: A TCO Analysis A Look at What Companies Really Spend By Irwin Lazar, Vice President & Research Director, Nemertes Research Philip Clarke, Research Analyst, Nemertes Research Executive

More information

COMPASS DIRECTION POINTS

COMPASS DIRECTION POINTS Q1 15 Nemertes 2014-15 Benchmark Report Unified Communications in the Cloud Nemertes Research Benchmark Reports provide detailed assessment and analysis of adoption of key technologies and services. Data

More information

The ROI of IP Telephony Management A compelling look at the hard numbers behind costs, benefits of IPT monitoring & management

The ROI of IP Telephony Management A compelling look at the hard numbers behind costs, benefits of IPT monitoring & management ISSUE PAPER The ROI of IP Telephony Management A compelling look at the hard numbers behind costs, benefits of IPT monitoring & management By Robin Gareiss, Executive Vice President & Sr. Founding Partner,

More information

How to Determine TCO for IP Telephone Systems

How to Determine TCO for IP Telephone Systems How to Determine TCO for IP Telephone Systems HOW TO DETERMINE TCO FOR IP TELEPHONE SYSTEMS 2 INSIDE: 3 4 5 6 7 8 9 10 11 12 Getting Started What is TCO for UC? Count up Operational Costs Consider the

More information

InfoTrack for Unified Communications

InfoTrack for Unified Communications InfoTrack for Unified Communications Impact of Microsoft Lync on the Enterprise Voice Market 2014 June 2014 A T3i Group Market Intelligence Program Focused on Unified Communications Enterprise and SMB

More information

2012 Unified Communications & Collaboration SURVEY. Exclusive Research from

2012 Unified Communications & Collaboration SURVEY. Exclusive Research from 2012 Unified Communications & Collaboration SURVEY Exclusive Research from EXECUTIVE SUMMARY Productivity Improvements, Flexibility Key Drivers of Unified Communications and Collaboration Investments Size

More information

Voice and Video over IP: Leveraging Network Convergence for Collaboration

Voice and Video over IP: Leveraging Network Convergence for Collaboration ISSUE PAPER Voice and Video over IP: Leveraging Network Convergence for Collaboration By Melanie Turek, Senior Vice President & Founding Partner Nemertes Research Executive Summary For several years, the

More information

North America Business VoIP Service Scorecard

North America Business VoIP Service Scorecard North America Business VoIP Service Scorecard Excerpts This is an excerpt of the report provided at no charge that provides detailed information on 8x8, key summary information, detailed information on

More information

Making it work: Using Cisco and Microsoft Lync to Drive Collaboration

Making it work: Using Cisco and Microsoft Lync to Drive Collaboration WHITE PAPER Making it work: Using Cisco and Microsoft Lync to Drive Collaboration This paper discusses what IT and telco managers need to know about interoperability between Cisco and Microsoft Lync systems

More information

Evaluating the Total Cost of Ownership for Small to Medium Business VoIP Phone Systems

Evaluating the Total Cost of Ownership for Small to Medium Business VoIP Phone Systems Evaluating the Total Cost of Ownership for Small to Medium Business VoIP Phone Systems It seems that interest in Voice over Internet Protocol (VoIP) is higher than ever. You can t pick up a major publication

More information

Unified Communications, Diverse Benefits

Unified Communications, Diverse Benefits TECHNOLOGY SOLUTIONS Unified Communications, Diverse Benefits Adopting a unified communications platform increases productivity, reduces costs and improves end-user service. Your staff may sit in cubicles

More information

Lync The Elephant in The Room

Lync The Elephant in The Room Lync The Elephant in The Room How to Win advocating For, Against or With Lync Kevin Kieller Partner, EnableUC kkieller@enableuc.com @kkieller What do you want to do? Do you sell or install Lync voice and

More information

Enterprise Networking and Communication Vendor Scorecard

Enterprise Networking and Communication Vendor Scorecard Vendor Scorecard Excerpts This is an excerpt of the report provided at no charge that provides detailed information on Brocade, key summary information, detailed information on Brocade s assessment, and

More information

Unified Communications and Collaboration Market 2012-2016

Unified Communications and Collaboration Market 2012-2016 Brochure More information from http://www.researchandmarkets.com/reports/2408054/ Unified Communications and Collaboration Market 2012-2016 Description: Unified Communications (UC) has come of age. People

More information

Convergence: VOIP/UC Business Case. Robin Gareiss Executive Vice President, Sr. Founding Partner www.nemertes.com

Convergence: VOIP/UC Business Case. Robin Gareiss Executive Vice President, Sr. Founding Partner www.nemertes.com Convergence: VOIP/UC Business Case Robin Gareiss Executive Vice President, Sr. Founding Partner www.nemertes.com Agenda About Nemertes Business Case for VoIP & UC h Drivers h Getting Started h Team Approach

More information

Unified Communications trends and challenges: How to stay on top

Unified Communications trends and challenges: How to stay on top E-Guide Unified Communications trends and challenges: How to stay on top For what seems like forever, unified communications (UC) has been trying to come of age, fighting traditional technology battles

More information

ezuce Open Enterprise Communications Challenging the Status Quo in the Comms Market

ezuce Open Enterprise Communications Challenging the Status Quo in the Comms Market ezuce Open Enterprise Communications Challenging the Status Quo in the Comms Market Truly Liberating Launching ezuce New company with a mature product > New company to challenge the status quo in the Enterprise

More information

SIP Trunking: The New Normal in the Cloud Era

SIP Trunking: The New Normal in the Cloud Era SIP Trunking: The New Normal in the Cloud Era Executive Summary As IP and VoIP technologies continue to mature and the thirst for cloud services escalates, the SIP Trunking market is growing rapidly, driven

More information

PBX Market Update: Confusion, Uncertainty and Opportunity Allan Sulkin TEQConsult Group teqconsult.com Amsulkin@aol.com

PBX Market Update: Confusion, Uncertainty and Opportunity Allan Sulkin TEQConsult Group teqconsult.com Amsulkin@aol.com PBX Market Update: Confusion, Uncertainty and Opportunity Allan Sulkin TEQConsult Group teqconsult.com Amsulkin@aol.com TEQConsult Group 2002 1 2001 PBX Market Highlights Total PBX market demand declined

More information

Chile- SIP Enabled Servers and IP PBX Market Shares, Strategies, and Forecasts, 2008 to 2014. SIP Enabled Infrastructure Implements VoIP in Chile

Chile- SIP Enabled Servers and IP PBX Market Shares, Strategies, and Forecasts, 2008 to 2014. SIP Enabled Infrastructure Implements VoIP in Chile Chile- SIP Enabled Servers and IP PBX Market Shares, Strategies, and Forecasts, 2008 to 2014 SIP Enabled Infrastructure Implements VoIP in Chile Picture by Susie Eustis MOUNTAINS OF OPPORTUNITY CHECK OUT

More information

Market Commentary PBX/UC Call Control Q2 2015

Market Commentary PBX/UC Call Control Q2 2015 Market Commentary PBX/UC Call Control Q2 2015 September 2015 Press Release MEA Only Bright Spot for Falling Global PBX/Call Control Market The latest figures released by MZA have shown that PBX/Call Control

More information

2015 Hosted Unified Communications Buyers Guide

2015 Hosted Unified Communications Buyers Guide 2015 Hosted Unified Communications Buyers Guide Future-proofing Communications Investments January 2015 Contents Executive Summary Competitors at a Glance... 3 Introduction: The Move to Hosted/ Cloud Communications...

More information

ama:whitepaper PBX installations Market movement in detail

ama:whitepaper PBX installations Market movement in detail ama:whitepaper PBX installations Market movement in detail The big winner is Cisco with strong gains in the PBX business In the period from March to October 2011, information provider ama interviewed 5,000

More information

UCC Vendor Landscape 2012. Dave Michels Marty Parker Blair Pleasant

UCC Vendor Landscape 2012. Dave Michels Marty Parker Blair Pleasant UCC Vendor Landscape 2012 Dave Michels Marty Parker Blair Pleasant Best of Breed vs. Suite? Telephony/ Switch* Messaging/ Presence/ Conference/ Collab Mobility SPs/Hosted Other (Partial List) Search **

More information

Cloud Computing. Exclusive Research from

Cloud Computing. Exclusive Research from 2014 Cloud Computing Exclusive Research from Cloud Computing Continues to Make Inroads Companies are expanding their use of cloud as they work through implementation and organizational challenges Cloud

More information

2015 North America Video Conferencing Services Buyer s Guide

2015 North America Video Conferencing Services Buyer s Guide 2015 North America Video Conferencing Services Buyer s Guide What Decision Makers Should Know about Top Providers November 2014 Contents Executive Summary... 3 Key Questions This Study Will Answer:...

More information

E-Guide UNIFIED COMMUNICATIONS TRENDS: WHAT S IN STORE FOR 2014?

E-Guide UNIFIED COMMUNICATIONS TRENDS: WHAT S IN STORE FOR 2014? E-Guide UNIFIED COMMUNICATIONS TRENDS: WHAT S IN STORE FOR 2014? U nified is poised for rapid change that will be driven by a perfect storm of mobilized workers, innovative technologies and a changing

More information

BT One. Analyst and consultant update, September 2012. BT One. Communications that unify 1

BT One. Analyst and consultant update, September 2012. BT One. Communications that unify 1 BT One Analyst and consultant update, September 2012 BT One. Communications that unify 1 BT One Agenda Introductions Neil Sutton Vice President Global Portfolio BT One Overview Andrew Small Vice President

More information

The Cost Advantages of Using a Hosted Unified Communications Service A Total-Cost-of-Ownership Guide for Small and Mid-sized Businesses (SMBs)

The Cost Advantages of Using a Hosted Unified Communications Service A Total-Cost-of-Ownership Guide for Small and Mid-sized Businesses (SMBs) The Cost Advantages of Using a Hosted Unified Communications Service A Total-Cost-of-Ownership Guide for Small and Mid-sized Businesses (SMBs) Introduction: Making UC Affordable The Web has empowered organizations

More information

TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. RECENT PUBLICATIONS AT TBR

TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. RECENT PUBLICATIONS AT TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. RECENT PUBLICATIONS AT TBR The following is information compiled from recently published Technology Business Research Inc. reports. Excerpts included

More information

Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration

Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration USD WHITE PAPER Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration Sponsored by Cisco Systems, Inc -- September 2013 Executive Summary Midsize

More information

White paper: Multi-vendor IP telephony management: challenges and solutions

White paper: Multi-vendor IP telephony management: challenges and solutions White paper: Multi-vendor IP telephony management: challenges and solutions May 2007 By Integrated Research An increasing number of enterprises are faced with the challenge of supporting and maintaining

More information

ROI, TCO and QOS. E-Guide

ROI, TCO and QOS. E-Guide E-Guide Video Conferencing: ROI, TCO and QOS Despite, or even because of, the economic recession, the enterprise video conferencing market is growing. Whether it's room-based, desktop, telepresence, or

More information

Public, Private and Hybrid Clouds

Public, Private and Hybrid Clouds Public, Private and Hybrid Clouds When, Why and How They are Really Used Sponsored by: Research Summary 2013 Neovise, LLC. All Rights Reserved. [i] Table of Contents Table of Contents... 1 i Executive

More information

CASE STUDY Major Global Financial Services Firm Achieves UC Consolidation Goals

CASE STUDY Major Global Financial Services Firm Achieves UC Consolidation Goals CASE STUDY Major Global Financial Services Firm Achieves UC Consolidation Goals www. With Nectar CMP Monitoring Solutions, Major Global Financial Services Firm Achieves UC Consolidation Goals Every company

More information

The question is what kind of VoIP do you want? What are the tradeoffs today?

The question is what kind of VoIP do you want? What are the tradeoffs today? Selecting a Voice Solution Hosted VoIP vs. PBX VoIP Contents Introduction The Traditional Solution Why VoIP? The Primary Tradeoffs Today Hosted VoIP Today s PBX Latest Features of VoIP Managing Costs What

More information

Leadership and technology: a total-cost-of-ownership comparison for unified communications

Leadership and technology: a total-cost-of-ownership comparison for unified communications USD WHITE PAPER Leadership and technology: a total-cost-of-ownership comparison for unified communications July 2012 Executive summary Mid-market enterprises strive for success. Being successful means

More information

North America Business VoIP Service Scorecard

North America Business VoIP Service Scorecard Excerpts This is an excerpt of the report provided at no charge that provides detailed information on Star2Star, key summary information, detailed information on Star2Star s assessment, and the methodology

More information

Untangle communication complexity with ShoreTel s brilliantly simple solution

Untangle communication complexity with ShoreTel s brilliantly simple solution Untangle communication complexity with s brilliantly simple solution 2 UNTANGLING COMPLEXITY Untangle complexity Change is a constant today. The Internet has transformed business into an always-on world

More information

business phone systems

business phone systems SDN Communications business phone systems Combine and streamline your communication tools www.sdncommunications.com avaya phone systems improve business agility - reduce costs - increase productivity If

More information

UC FOR THE CLOUD ERA HOSTED, VIRTUAL & MANAGED

UC FOR THE CLOUD ERA HOSTED, VIRTUAL & MANAGED UC FOR THE CLOUD ERA HOSTED, VIRTUAL & MANAGED WHITE PAPER WHITE PAPER UC FOR THE CLOUD ERA 2 COMMUNICATION: THE FOUNDATION OF BUSINESS In the past, the private branch exchange (PBX) likely saved your

More information

Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration

Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration USD WHITE PAPER Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration Sponsored by Cisco Systems, Inc -- September 2013 Executive Summary Midsize

More information

The Power of Integrated Collaboration

The Power of Integrated Collaboration ShoreTel Inc. White Paper The Power of Integrated Collaboration New, Practical Unified Communication Applications Marty Parker, Principal Consultant, UniComm Consulting LLC Table of Contents What s happening

More information

Background. An Introduction to Cisco Unified Communications Manager

Background. An Introduction to Cisco Unified Communications Manager Upgrading Cisco Unified Communications Manager Background Cisco s Unified Communications Manager (UCM) has been available to the market since 2000. What started as an innovative niche product, promoting

More information

Lync What is it and How to Make Money? Julie Jass Microsoft Corporation julieja@microsoft.com

Lync What is it and How to Make Money? Julie Jass Microsoft Corporation julieja@microsoft.com Lync What is it and How to Make Money? Julie Jass Microsoft Corporation julieja@microsoft.com Agenda What is Lync & Why is it Important to You Lync in the Enterprise Customer Momentum Lync + Skype Partnering

More information

Unified Communications for Healthcare Delivering positive ROI from improved communication and collaboration

Unified Communications for Healthcare Delivering positive ROI from improved communication and collaboration Unified Communications for Healthcare Delivering positive ROI from improved communication and collaboration By Irwin Lazar Vice President Communications Research, Katherine Trost, Research Analyst, Nemertes

More information

Six Myths of Switching Business Phone Systems

Six Myths of Switching Business Phone Systems WHITE PAPER Six Myths of Switching Business Phone Systems Here are six myths preventing businesses from switching phone systems and the realities of moving to a brilliantly simple ShoreTel business phone

More information

Top Vendors Impacting the UC Landscape

Top Vendors Impacting the UC Landscape White Paper: Top Vendors Impacting the UC Landscape JayLassman Practice Leader IntelliCom Analytics April 15, 2015 www.jaylassman.com Introduction The Unified Communications (UC) market is made up of multiple

More information

SMB Buyer s Guide to Unified Communications

SMB Buyer s Guide to Unified Communications SMB Buyer s Guide to Unified Communications A T3i Group White Paper Terry White Senior Program Director T3i Group twhite@t3igroup.com Tel: 973.602.0115 www.t3igroup.com SMB Buyer s Guide to Unified Communications

More information

Mobile Unified Communications and Collaboration Market by Solutions, & by Deployment Type - Global Forecast to 2019

Mobile Unified Communications and Collaboration Market by Solutions, & by Deployment Type - Global Forecast to 2019 Brochure More information from http://www.researchandmarkets.com/reports/3032056/ Mobile Unified Communications and Collaboration Market by Solutions, & by Deployment Type - Global Forecast to 2019 Description:

More information

Magic Quadrant for Corporate Telephony in EMEA, 2003

Magic Quadrant for Corporate Telephony in EMEA, 2003 Markets, S. Blood, C. Lock Research Note 2 September 2003 Magic Quadrant for Corporate Telephony in EMEA, 2003 Cisco and Alcatel continue to offer the market's most comprehensive corporate propositions.

More information

Partner Sales Enablement Guide

Partner Sales Enablement Guide Partner Sales Enablement Guide Grow your business with financing from Cisco Capital Providing your customers with a financing option at the beginning of every purchase conversation can help you to meet

More information

Market Assessment Telecom Infrastructure Services

Market Assessment Telecom Infrastructure Services John Marcus Senior Analyst, Contents Market Summary Market Review Near-Term Market Drivers Lomg-Term Market Drivers Europe +33 (0) 1 41 14 83 14. Or visit our Web site: www.currentanalysis.com 1 Analyst:

More information

Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration

Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration USD WHITE PAPER Leadership and Technology: A Total-Cost-of-Ownership Comparison for Unified Communications and Collaboration Sponsored by Cisco Systems, Inc -- November 2013 Executive Summary Midsize organizations

More information

Business Benefits of Smarter Networks for Smarter Branches

Business Benefits of Smarter Networks for Smarter Branches Business Benefits of Smarter Networks for Smarter Branches By John Burke CIO and Principal Research Analyst, Nemertes Research Executive Summary The next iteration of the WAN and the branch is an opportunity

More information

Confessions of a Telecommunications Provider. Five things you MUST know about Global Voice over IP (VoIP) Providers

Confessions of a Telecommunications Provider. Five things you MUST know about Global Voice over IP (VoIP) Providers Confessions of a Telecommunications Provider Five things you MUST know about Global Voice over IP (VoIP) Providers http://tatacommunications-newworld.com www.youtube.com/tatcomms 1 ' 2015 Tata Communications

More information

WHITE PAPER Linux Management with Red Hat Network Satellite Server: Measuring Business Impact and ROI

WHITE PAPER Linux Management with Red Hat Network Satellite Server: Measuring Business Impact and ROI WHITE PAPER Linux Management with Red Hat Network Satellite Server: Measuring Business Impact and ROI Sponsored by: Red Hat Tim Grieser Randy Perry October 2009 Eric Hatcher Global Headquarters: 5 Speen

More information

Business. Customers/Users. Infrastructure. Business Value of Performance The Cisco ACE Customer Experience. Cisco ACE Business Value

Business. Customers/Users. Infrastructure. Business Value of Performance The Cisco ACE Customer Experience. Cisco ACE Business Value Business Value of Performance The Cisco ACE Customer Experience By Peter Sevcik and Rebecca Wetzel February 2009 Many vendors claim to improve application performance and delivery but what does that mean

More information

Outlook 2011: Survey Report

Outlook 2011: Survey Report Web Analytics Association Outlook 2011: Survey Report page 1 Web Analytics Association Outlook 2011: Survey Report Prepared by the Web Analytics Association February 2011 All Rights Reserved Web Analytics

More information

Mobile Security Challenge Emerges Smart IT Leaders Evaluating Pervasive Security Options

Mobile Security Challenge Emerges Smart IT Leaders Evaluating Pervasive Security Options Mobile Security Challenge Emerges Smart IT Leaders Evaluating Pervasive Security Options By Robin Gareiss Executive Vice President and Founder, Nemertes Research Executive Summary As more employees bring

More information

USING THE CLOUD FOR BUSINESS TRANSFORMATION AVAYA CLOUD SOLUTIONS DELIVERED BY BT WHOLESALE

USING THE CLOUD FOR BUSINESS TRANSFORMATION AVAYA CLOUD SOLUTIONS DELIVERED BY BT WHOLESALE 1 USING THE CLOUD FOR BUSINESS TRANSFORMATION 2 Using the cloud for business transformation Life is tough out there. As one of our valued Avaya channel partners, we want to make it easier for you. We realise

More information

4net Technologies. Managed Services and Cloud Solutions

4net Technologies. Managed Services and Cloud Solutions 4net Technologies Managed Services and Cloud Solutions Managed Services and Cloud Solutions Managed Services and Cloud Solutions are an opportunity for organisations to bring control to complexity by managing

More information

Brochure More information from http://www.researchandmarkets.com/reports/3067683/

Brochure More information from http://www.researchandmarkets.com/reports/3067683/ Brochure More information from http://www.researchandmarkets.com/reports/3067683/ Global Unified Communication Market Size, Market Share, Application Analysis, Regional Outlook, Growth Trends, Competitive

More information

COMPASS DIRECTION POINTS

COMPASS DIRECTION POINTS Q3 14 Nemertes 2014-15 Benchmark Report WAN Best Practices and Success Factors Nemertes Research Benchmark Reports provide detailed assessment and analysis of adoption of key technologies and services.

More information

Mobile Device and Application Trends Are Mobile Applications Moving to the Cloud?

Mobile Device and Application Trends Are Mobile Applications Moving to the Cloud? White Paper Mobile Device and Application Trends Are Mobile Applications Moving to the Cloud? Sponsored by: Cisco Denise Lund April 2014 IDC OPINION The use of mobile devices across job levels and functions

More information

Choosing Between Premises-Based and Hosted Communications Solutions

Choosing Between Premises-Based and Hosted Communications Solutions WHITEPAPER Choosing Between Premises-Based and Hosted Communications Solutions An Objective Look at the Pros and Cons of Each E. Brent Kelly Sr. Analyst & Partner Sponsored by: Copyright 2012 Wainhouse

More information

2012 Global Enterprise Voice and Unified Messaging Customer Value Enhancement Award

2012 Global Enterprise Voice and Unified Messaging Customer Value Enhancement Award 2011 South African Data Centre Green Excellence Award in Technology Innovation Cybernest 2012 2012 Global Enterprise Voice and Unified Messaging Customer Value Enhancement Award 2011 Frost & Sullivan 1

More information

Unified Communications and the Cloud

Unified Communications and the Cloud Unified Communications and the Cloud Abstract Much has been said of the term cloud computing and the role it will play in the communications ecosystem today. Undoubtedly it is one of the most overused

More information

2013 North American Audio Conferencing Services Growth Leadership Award

2013 North American Audio Conferencing Services Growth Leadership Award 2013 2013 North American Audio Conferencing Services Growth Leadership Award 2013 Frost & Sullivan 1 We Accelerate Growth Growth Leadership Award Audio Conferencing Services North America, 2013 Frost &

More information

Unified Communications Market 2007-2012. Executive Summary

Unified Communications Market 2007-2012. Executive Summary Unified Communications Market 2007-2012 Executive Summary Unified Communications (UC) is all the rage. Companies of all sizes, and in all vertical markets and geographies are exploring how they can take

More information

2012 Asia Pacific Audio Conferencing Services Market Sizing & 5-Year Forecast

2012 Asia Pacific Audio Conferencing Services Market Sizing & 5-Year Forecast Market Sizing & Forecast 2012 Asia Pacific Audio Conferencing Services Market Sizing & 5-Year Forecast Market Sizing & 5-Year Forecast of 7 Asia Pacific Audio Conferencing Service Markets- Release 2 CSP-AUDIOFCST12-APAC

More information

Understanding the Unified Communications Market in Latin America

Understanding the Unified Communications Market in Latin America Understanding the Unified Communications Market in Latin America Introduction Market Definition and Evolution Stage in Latin America Latin America is a reality. Seemed unstable and unreliable in the past,

More information

Hosted PBX and Beyond

Hosted PBX and Beyond Hosted PBX and Beyond A New Value Proposition for Service Providers White Paper J Arnold & Associates, May 2011 Hosted PBX and Beyond - a New Value Proposition for Service Providers Table of Contents Executive

More information

Workforce Management in the Cloud. White Paper. Case Studies Reveal Benefits of Cloud Deployment. Sponsored by

Workforce Management in the Cloud. White Paper. Case Studies Reveal Benefits of Cloud Deployment. Sponsored by Workforce Management in the Cloud Case Studies Reveal Benefits of Cloud Deployment White Paper Sponsored by Table of Contents The Rationale for Cloud Computing 3 Adoption in the Enterprise 4 Human Capital

More information

Ipanema Technologies: A True Synergy Between WAN Optimization and Application Performance Management

Ipanema Technologies: A True Synergy Between WAN Optimization and Application Performance Management Ipanema Technologies: A True Synergy Between WAN Optimization and Application Performance Management Introduction When WAN optimization technologies were first introduced to the market, solution providers

More information

North American Enterprise Telephony Implementation and Management Services Market Advancements in Internet Protocol (IP)Technology Spark Interest in

North American Enterprise Telephony Implementation and Management Services Market Advancements in Internet Protocol (IP)Technology Spark Interest in North American Enterprise Telephony Implementation and Management Services Market Advancements in Internet Protocol (IP)Technology Spark Interest in Managed Services December 2011 Contents Section Slide

More information

Network Cost of Ownership:

Network Cost of Ownership: Network Cost of Ownership: Benefits of Vendor Standardization Manufacturing Case Studies August 2003 220 North Main Street, Suite 203 Natick, MA 01760 508.655.5400 www.sageresearch.com Case Studies To

More information

Microsoft Lync Server 2010 and the Unified Communications Market Key Considerations for Adoption, Deployment and Ongoing Management

Microsoft Lync Server 2010 and the Unified Communications Market Key Considerations for Adoption, Deployment and Ongoing Management y Microsoft Lync Server 2010 and the Unified Communications Market Key Considerations for Adoption, Deployment and Ongoing Management An Osterman Research White Paper Published October 2010 SPONSORED BY!

More information

Asking the "tough questions" in choosing a partner to conduct Customer Experience Measurement and Management (CEM) programs for Your Company

Asking the tough questions in choosing a partner to conduct Customer Experience Measurement and Management (CEM) programs for Your Company Asking the "tough questions" in choosing a partner to conduct Customer Experience Measurement and Management (CEM) programs for Your Company A whitepaper by John Glazier Steve Bernstein http://www.waypointgroup.org

More information

Global Software and Services Firm Reduces Costs, Builds Community with Unified Communications

Global Software and Services Firm Reduces Costs, Builds Community with Unified Communications Microsoft Lync Server 2010 Customer Solution Case Study Global Software and Services Firm Reduces Costs, Builds Community with Unified Communications Overview Country or Region: United States Industry:

More information

2014 State of the Enterprise SURVEY

2014 State of the Enterprise SURVEY Enterprise Innovation from Core to Edge 2014 State of the Enterprise SURVEY Exclusive Research from Computerworld IT s Balancing Act As companies solidify their investments in emerging technologies such

More information

What IT Directors Need to Know about Video Conferencing for Business

What IT Directors Need to Know about Video Conferencing for Business What IT Directors Need to Know about Video Conferencing for Business Eugene Signorini, Senior Vice President, esignorini@yankeegroup.com Sandra Palumbo, Research Fellow The Bottom Line Corporations today

More information

About Call Catch. The Vision

About Call Catch. The Vision About Call Catch Call Catch is a leading provider of integrated call recording, call accounting and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders.

More information

Business Services Market Share 2015

Business Services Market Share 2015 Business Services Market Share 2015 Executive Summary CMR Market Research March 2015 Reproduction without permission 1 The contents of this report represent CMR s analysis of the information available

More information

BATTLEFIELD OPEN SOURCE PBX AND PROPRIETARY PBX

BATTLEFIELD OPEN SOURCE PBX AND PROPRIETARY PBX Eastern Management Group BATTLEFIELD OPEN SOURCE PBX AND PROPRIETARY PBX OPEN SOURCE COMPETITORS WHO IS LOSING TO OPEN SOURCE PBX? A NEW PERSPECTIVE ON OPEN SOURCE PBX Open Source is 18 percent of all

More information

How to Manage Your Data as a Strategic Information Asset

How to Manage Your Data as a Strategic Information Asset How to Manage Your Data as a Strategic Information Asset CONCLUSIONS PAPER Insights from a webinar in the 2012 Applying Business Analytics Webinar Series Featuring: Mark Troester, Former IT/CIO Thought

More information

Business Telephone Systems What Options are Right for My Business?

Business Telephone Systems What Options are Right for My Business? Business Telephone Systems What Options are Right for My Business? A business phone system is the lifeblood of any successful business and whether you are setting up a new office or remote location, or

More information

collaboration Keeping people in touch efficiently

collaboration Keeping people in touch efficiently collaboration Keeping people in touch efficiently What is collaboration? At its best, unified communications (UC) is just what it says it enables better interaction between people by integrating what were

More information

MAPLESOFT CONSULTING CASE STUDY. Scalable unified communications for a fast growing, widely dispersed company

MAPLESOFT CONSULTING CASE STUDY. Scalable unified communications for a fast growing, widely dispersed company MAPLESOFT CONSULTING CASE STUDY Scalable unified communications for a fast growing, widely dispersed company MAPLESOFT CONSULTING CASE STUDY COMPANY Maplesoft Consulting, leading professional services

More information