The Future of Unified Communications & Collaboration Canada. Key findings from a major global Dimension Data and Ovum study

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1 The Future of Unified Communications & Collaboration Canada Key findings from a major global Dimension Data and Ovum study

2 highlights UCC uptake in Canada mirrors global trends, but is more advanced in some respects Canadian enterprises are more advanced than businesses in most countries in terms of core UCC infrastructure such as IP telephony (IPT), instant messaging (IM), and web/audioconferencing. Canadians in particular are ahead of the curve in terms of consumer applications in enterprise environments, and uptake of workplace and team collaboration tools. However, Canadian businesses prioritise UCC applications in broadly the same ways as organizations from other countries. Canadian decisionmakers express very strong intentions to deploy standard UCC (unified messaging, presence, softphones) and both in-room and personal device-based video services. Canadian firms show progressive support for BYOD, but can still unlock value by rolling out further application support on such devices Our research shows that Canadian businesses have taken a progressive and open approach to BYOD, reporting higher levels of support than a typical large business based in another country. Over three-quarters of Canadian firms indicated support for employee-owned smartphones and tablets, with 40% indicating support for those which have arrived in the organization without official vetting. However, those that don t support unvetted devices don t generally plan to roll out such support in the future, indicating that many Canadian companies are taking a structured approach to BYOD management. We have also identified an opportunity for Canadian enterprises to roll out further UCC applications on such devices, as core UCC is supported on less than half of BYOD devices now. Canadian investment in UCC is driven by productivity, agility goals Canadian firms are even more likely to see the potential positive impact of UCC on their organizations as a driver for investment than companies in other parts of the world. We believe this means that Canadian firms are more open to UCC investment as an enabler of business innovation, improvement and growth, rather than as a means to a cost-cutting end. Canadian companies will be looking for partners who can enable them to transform ICT investment into business value, and should look for suppliers with significant communications-related business process expertise.

3 Canada table of contents Our Methodology 01 Global Results 02 Enterprises view UCC strategically, and have budgets to invest 02 Users are consulted, but rarely have influence 02 The BYOD challenge should be approached as part of an overall enterprise mobility strategy 02 Standard UC, mobile UC clients, and social collaboration are key 02 Cloud will come, but managed UCC is here 02 Firms are failing to assess user requirements 02 Canada in Context 03 UCC uptake and priorities: Canada 03 Enterprise mobility and BYOD a supportive approach 05 Canadian investment in UCC is driven by productivity, agility goals 07 Further Reading 09 About Dimension Data 10 About Dimension Data s 2013 Global UCC Study 10 About Ovum 10 Disclaimer 11

4 The Future of Unified Communications & Collaboration our methodology Dimension Data commissioned a major primary research study among IT decision-makers and users alike in order to measure both user and enterprise UCC priorities. Ovum interviewed over 1,320 enterprise ICT decision-makers (those who had a very significant influence for recommending voice, UC and collaboration tools, or those who were directly responsible for their procurement) in 18 countries. In order to focus on Canada, we spoke to 42 large businesses with headquarters in the country. We focused our demographic inclusion criteria on employees rather than desktops. This is because over the previous five years, UCC has shifted from the desktop and associated desk phone towards a more user-defined environment in which UCC services are consumed by employees across a variety of devices in a number of locations. All participating companies had more than 1,000 employees. In order to focus on Canada, we spoke to 42 large businesses with headquarters in the country. We focused our demographic inclusion criteria on employees rather than desktops. 1

5 Canada global results Enterprises view UCC strategically, and have budgets to invest Until recently, UCC was mostly synonymous with the corporate PBX, and the idea of formulating and rolling out a UCC strategy, even among large firms, was alien even just a few years ago. However, our research indicates a surprising shift: 78% of IT decision-makers report they have both a current strategic plan and a budget for at least some components of UCC. It is clear that Unified Communications is being treated as a strategic opportunity by many large businesses. This is good news, but will also bring additional pressure on IT decision-makers to measure and demonstrate positive results from UCC investments. Users are consulted, but rarely have influence Decision-makers report that line of business managers, local managers, and users are frequently consulted for UCC investment planning, but in contrast only 20% of respondents felt users contributed to the UCC strategy in a significant way. There is a great deal of risk inherent in not granting significant weight to user expectations and requirements, since our research also indicates that user uptake is a critical success metric for UCC investments. The BYOD challenge should be approached as part of an overall enterprise mobility strategy An important element of a UCC strategy is to support UCC applications on the majority of, if not all, devices used for enterprise collaboration, including on mobile phones and tablets. But less than 30% of enterprises say they support any employee-owned smartphones or tablets. Our global research results indicate that it is clear that, in general, companies are keen to do something, but reactions and plans vary and are still in a formative state. Standard UC, mobile UC clients, and social collaboration are key Decision-makers report keen interest in further investment, and concrete plans in the next year, across the array of UCC applications. But three stood out: standard UC (unified messaging, presence, softphone), mobile UC (UC client on smartphones and tablets), and enterprise social software. 22% of large enterprises report plans to roll out standard UC within a year, and 22% have such plans for mobile UC. Social collaboration uptake will double in two years, and by 2015 the majority of large businesses will have deployed an enterprise social collaboration tool as part of an overall UCC strategy. Cloud will come, but managed UCC is here Between 21% and 36% of UCC applications are currently premisebased but managed by a third party, and there is good interest in cloud: 20% of enterprises plan to seriously consider cloud for UCC deployments in the next 24 months. But there is even greater interest in the managed model. In two years, between 34% and 42% of our large enterprise respondents would seriously consider UC as a premise-based, but managed service. Businesses should not ignore the cloud options, especially as more become available for large enterprises, but it is clear they are also looking for a services partner to manage their evolving UCC assets and investments. Firms are failing to assess user requirements While decision-makers believe users have a good understanding of UC clients and enterprise social collaboration tools with 75% estimating their user base is at least somewhat familiar with business social tools, and a surprising 85% believing users are at least somewhat familiar with mobile UC clients only 42% of users surveyed have even heard of UC clients. It is clear that further user consultation and profiling is required, but our research also reveals something dangerous: 21% believe their users all have the same requirements, and 13% don t see the value in profiling. This lack of user awareness poses a risk to the success of UCC, especially since decision-makers indicated that they are basing UCC investments on improved business processes and productivity. 2

6 The Future of Unified Communications & Collaboration canada in context UCC uptake and priorities: Canada Canada is a mature UCC market, especially when viewed as part of a global picture. IP telephony (IPT) is a highly adopted UCC technology, with Canadian firms reporting 83% penetration levels, against a global average of 75%. This result reflects Canada s status as a mature, developed market with long-standing and sustained levels of investment in communications infrastructure. Large Canadian businesses also report high adoption rates of consumer applications, including Skype, Twitter and Facebook, for corporate and employee communications nearly 60%, versus a global average of 50%. Whether these are treated as formal parts of the enterprise communications infrastructure, and governed as such, or whether our data is merely an acknowledgement that employees use these applications now for day-to-day work, the result is definitive. Canadian ICT decision-makers tolerate and acknowledge the use of consumer applications for business purposes. Shared workspaces have made much more headway in Canada than in most other countries surveyed, with 60% of Canadian respondents supporting these now, compared to a global average penetration rate of 39%. Overall, it is also important to note Canada broadly falls in line with global trends when it comes to future UCC investment. Canadian decision-makers express very strong intentions to deploy standard UCC (unified messaging, presence, softphones), Lync and videoconferencing, both in traditional and newer, mobile settings. There is slightly less interest in mobile UCC, with just 10% of all respondents indicating they had plans to connect mobile devices to a corporate UCC platform via a mobile client in the next twelve months, a figure smaller than in comparably developed markets. While overall prioritization of new UCC application investment (standard UC, personal video, and Lync) accords with what we have heard from large businesses in other regions, Canadian respondents are more muted in their concrete investment plans than the global averages in domains such as mobile UC, enterprise social software and team workspaces. We believe there are several reasons for this: First, these results already reveal that Canadian companies are ahead of the global curve when it comes to consumer, social and team workspace applications, with existing uptake already well ahead of the global average. This advanced approach necessarily means that future growth is more limited than in countries where such technologies are not yet as widely deployed. Second, given the maturity of the Canadian market and existing complex legacy infrastructure, new service overlays such as mobile UCC necessarily take more time and consideration than in countries where firms tend to have less historical investment. Large Canadian businesses also report high adoption rates of consumer applications, including Skype, Twitter and Facebook, for corporate and employee communications nearly 60%, versus a global average of 50%. 3

7 Canada canada in context Figure 1: UCC uptake in Canada UCC status. Which of the following do you have now, or expect to have in the future? Telephony (IP-PBX) Telephony (Microsoft Lync Voice) Instant messaging and presence Standard UC (unified messaging, presence, softphone, etc.) UC client on smartphones and tablets (softphone, presence, video) Audio / web conferencing Personal video (e.g. video clients, personal video terminals) Room-based videoconferencing or telepresence Consumer applications (e.g. Skype, Twitter, Facebook) Enterprise social software (e.g. Yammer, WebEx Social) Team workspaces and content tools (e.g. SharePoint) % adoption Have now Expect to have in 24 months Expect to have in 12 months No plans Source: Ovum 4

8 The Future of Unified Communications & Collaboration canada in context Enterprise mobility and BYOD a supportive approach One of the major focuses of our research was to understand the impact of an increasing number of mobile smartphones and tablets in the enterprise whether corporate or employee-owned on UCC strategy and deployment. One of our key findings was that UCC success is increasingly measured by user uptake. They key to UCC success increasingly lies in users hands, quite literally. As more employees bring their own devices to the workplace, and use them for key tasks, enterprises are investing in systems and solutions to manage, secure and support such devices. When asked about BYOD, over three-quarters of Canadian firms indicated support for employee-owned smartphones and tablets, with 40% indicating support for those which have arrived in the organization without official vetting. In contrast, over half have no plans to support unvetted employee-owned devices (such support typically involves, at the least, access to corporate ). This stands in contrast to global results, where only 46% of firms currently support BYOD in the workplace. Canada is among the most BYOD-friendly countries in our global survey; but that said, a larger than average percentage of Canadian decision-makers also report no plans to support any employee-owned smart device in the next twelve months. These results point to Canada taking an advanced approach to BYOD, but at the same time strongly preferring formal vetting programs and policy roll-outs, rather than more informal approaches to BYOD management. That said, there is still an opportunity for Canadian firms to better leverage the devices which their employees are already bringing to their jobs, and as mobility becomes an inherent part of UCC and a key component for guaranteeing its successful deployment and uptake, this opportunity will become more of a requirement. Figure 2: BYOD support in Canada BYOD support Please indicate your plans to support employee-owned smartphones and tablets Support now Expect to support in 12 months 2 2 Expect to support in 24 months 2 5 No plans to support Support for corporate approved employee-owned smartphones / tablets Support for any employee-owned smartphones / tablets Source: Ovum 5

9 Canada canada in context The figure below, which is in line with global results, illustrates that while both core and newer UCC applications are generally supported on corporate-owned smart devices, they remain unsupported on a large percentage of employee-owned devices in the enterprise. With current mobile device and mobile application management software, extending these applications to all mobile devices, irrespective of contract ownership, is a very viable option. Figure 3: BYOD UCC support Canada Device support Which UCC applications do you support on the following devices? Check all that apply 74 Instant messaging and presence IP-PBX/UC client Web and videoconferencing Consumer applications (e.g. Skype, Twitter, Facebook) Enterprise social software (e.g. Yammer, WebEx Social) Cloud-based business and productivity applications (e.g. Microsoft 365, custom business applications) Support for corporate-owned smartphones/tablets Support for corporate-approved employee-owned smartphones/tablets Support for any employee-owned smartphones/tablets Source: Ovum 6

10 The Future of Unified Communications & Collaboration canada in context Canadian investment in UCC is driven by productivity, agility goals One of the most significant trends which our global research revealed is that enterprises are investing in UCC for reasons other than cost. Certainly cost does play a role, as it always does, but significantly, businesses across the globe cited more positive drivers, such as user demand, hopes for improved employee productivity, and better customer service (recognizing, perhaps, the link between response and decision-making latency and customer satisfaction). Canadian firms are even more likely to see the potential positive impact of UCC on their organizations as a driver for investment than companies in other parts of the world. Typically 5%-10% more Canadian respondents cite employee productivity as a driver, and a dramatically higher percentage (14%-22%) cite customer service improvement as a driver versus a global average of 6%- 12% across all UCC applications. We believe this means that Canadian firms are more open to UCC investment as an enabler of business innovation, improvement and growth, rather than as a means to a cost-cutting end. Canadian companies will be looking for partners who can enable them to transform ICT investment into business value, and should look for suppliers with significant communications-related business process expertise. One of the most significant trends which our global research revealed is that enterprises are investing in UCC for reasons other than cost. 7

11 Canada canada in context Figure 4: UCC drivers for investment a Canadian view Drivers for investment which of the following do you think are the most important drivers for potential future investment in UCC? Please choose the most important driver for each UCC application. Fixed telephony Enterprise mobility and BYOD Standard UC (unified messaging, presence, softphone, etc.) Videoconferencing Business social collaboration tools User demand Cost savings Employee productivity Business flexibility/agility Improved customer service Enable flexible working Source: Ovum

12 The Future of Unified Communications & Collaboration further reading Further reading This report provides a snapshot of our global research into UCC and explores some results which illustrate how global trends are affecting the Canadian market. While most trends have a direct, and similar, impact on local enterprises as they do on large businesses in more mature markets, we have also taken the opportunity to tease out some differences between the Canadian and global UCC landscapes. For further information and insight, please request our full global report, Strategic, User-driven and Managed: the Future of Unified Communications & Collaboration, from your local Dimension Data contact. 9

13 Canada about About Dimension Data Founded in 1983, Dimension Data plc is an ICT services and solutions provider that uses its technology expertise, global service delivery capability, and entrepreneurial spirit to accelerate the business ambitions of its clients. Dimension Data is a member of the NTT Group. About Dimension Data s 2013 Global UCC Study In August 2007, Dimension Data commissioned research firm, Ovum (then Datamonitor), to conduct a primary research study on the attitudes towards unified communications, its adoption and perceived benefits. 390 IT Managers and 524 technology users from 13 countries where interviewed. This year s study has drawn even greater levels of participation with over 2,700 respondents from 18 countries. The report provides managers with a tool to understand current market conditions and identify best practices. The content of the report is ideally leveraged in the development of a UCC strategy. About Ovum Ovum is an independent ICT analyst firm with international presence. Ovum occupies a unique position with detailed insight across the increasingly overlapping worlds of enterprise technology and telecommunications. We provide our clients with independent and objective analysis that enables them to make better business and technology decisions. This research project was led by Ovum s Enterprise Communications practice, which examines companies adoption of communications services, working alongside Ovum s Consumerization practice that examines the rising tide of smart consumer devices and their impact on the enterprise IT function and its broader business. 10

14 The Future of Unified Communications & Collaboration disclaimer Disclaimer All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior permission of the publisher, Ovum (an Informa business). The facts of this report are believed to be correct at the time of publication but cannot be guaranteed. Please note that the findings, conclusions, and recommendations that Ovum delivers will be based on information gathered in good faith from both primary and secondary sources, whose accuracy we are not always in a position to guarantee. As such Ovum can accept no liability whatever for actions taken based on any information that may subsequently prove to be incorrect. 11

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