Key Trends in Converged Communications: Vendor strategies, market development and emerging opportunities

리서치사	Business Insights
발행일	2009년 08월	상품코드	97744
페이지 정보	151 pages
가격	US $ 2,875 ￦ 3,425,500 PDF by E-mail (Single User License) US $ 10,781 ￦ 12,845,500 PDF by E-mail (Global Site License)

한글목차
영문목차
관련자료

영문목차

Abstract

Introduction

Enterprises began the transition to IP by moving their telephony networks from TDM to IP, driven by increasingly solid reliability, quality and security from business-focused VoIP services. While the concerns over voice quality made the overall transition slower than expected, it is no longer unusual for enterprises to look to IP-based telephony as a key business objective. The primary driver and benefit of this move was a clear reduction in telephony transport costs. And while it is hard to dispute the value of cost-savings to an enterprise, IP at this level was not truly a game changing technology. Once the adoption of IP telephony was largely in place and proven, enterprises and contact centers then began experiment with the technology. IP endpoints for contact centers and for enterprises - such as IP phones, softphones and video conferencing - began to spread. But again, the primary driver was cost reduction; the IP endpoints reduced an enterprise' s equipment and infrastructure overhead.

The value of IP to the enterprise is, however, now beginning to be fully realised with true IP endpoints that reduce or eliminate the need for complex and expensive CTI projects. Enterprises are now starting to explore some truly higher value benefits of IP, such as remote working, collaboration, improved scalability, expanded reporting capabilities, and easier integration of multichannel interactions. Additionally, presence engines and enterprise-wise unified communications solutions offer the promise of having a unified enterprise in a single, IP-centric environment. To achieve these high-value business benefits, enterprises continue to need business transformation services.

Key findings

" Converged communication is defined as the integration of all traffic types, which may include voice, data and video, onto a single IP network. This covers a range of technologies including IP-PBX, IP-contact center, unified messaging and mobility.
" Although the majority of IT budgets will remain flat in 2009, a vertical analysis reveals that some industries have been less affected than others. Businesses in key sectors such as energy and utilities, healthcare and education are showing growth in IT budgets in 2009.
" The poor economic situation has led to an increased focus on customer service and retention. The other key objective for enterprises is cost reduction. Rather than making large infrastructure upgrades to IP, enterprises are looking to squeeze out the most from existing investments.
" Mobility will also play a greater role in the converged communications and UC markets, driving much of future investment

Features

" Analysis of the IT investment plans of enterprises through the economic downturn.
" Includes unique surveys into the spending plans of enterprises and the investment plans of IT decision makers.
" Provides in-depth vendor profiles and analysis, based on proprietary analysis of data, decision maker and end-user opinion and comprehensive market knowledge.
Benefits
" Understand the IT investment plans of enterprise through the economic downturn and through until 2013.
" Gain unique insight into the opinions of IT decision makers and their outlook for spending on converged and unified communications.
" Understand how trends in the converged communications market and other factors mean that vendors need to adapt their go-to-market strategies.

Discover

" What are the IT spending plans of enterprises through the economic downturn, and how will this affect the converged and unified communications markets?
" Which go-to-market strategies are likely to be the most successful?
" What role will mobility play in the evolution of the converged communications market?
" What are the market opportunities in the IP contact center market?

Executive summary

Market analysis
Vendor strategies
Market opportunity
Competitive landscape
The role of mobility
Special focus: IP Contact Centers
Video in the enterprise

Chapter 1 Market analysis

Summary
Voice/data convergence in 2009
IP transformation
IT investment plans
Business trends
The role of mobility
Green IT
Video conferencing and remote working
Competitive landscape
Managed services
The convergence of communications and enterprise applications
Market trends
Contact centers
Mobility investment
Market analysis

Chapter 2 Vendor strategies

Summary
Introduction
End user adoption trends
Customer drivers
Customer inhibitors
Vendor go-to-market strategies
Vendor strategy recommendations

Chapter 3 Market opportunity

Summary
Market context
Market opportunity
By technology
By region
By vertical
Greenfield investments
Future outlook

Chapter 4 Competitive landscape

Summary
Market overview
Vendor analysis
Alcatel-Lucent
Avaya
Cisco
Interactive Intelligence
Nortel
ShoreTel
Siemens Enterprise Communications (SEN)
TeleWare
Conclusions

Chapter 5 The role of mobility

Summary
Market context
Mobile converged communications
Mobile presence
Public - private convergence
Convergence of mobile and desktop

Chapter 6 Special focus: IP Contact Centers

Summary
Market context
Competitive landscape
Vendor analysis
Alcatel-Lucent / Genesys
Avaya
Cisco
Aspect Software
Nortel
Interactive Intelligence
Mitel
Siemens
Conclusions

Chapter 7 Video in the enterprise

Summary
Market context
Video conferencing
Video contact center
' I-see-you-you-see-me'
Business drivers of enterprise video
Remote working
Market sizing
Video conferencing
Video contact centers
- By region
By vertical
- Video contact center
- Video conferencing
Vendor recommendations
Pricing model strategy
Product marketing support strategy
Conclusions
Index
Definitions

List of Figures

Figure 1.1: Voice/data convergence has allowed UC to emerge
Figure 1.2: Growth of IP transformation value over time
Figure 1.3: IT budgets are sensitive to macroeconomic conditions but opportunities remain
Figure 1.4: IMF forecasts slight global economic recovery in 2010
Figure 1.5: Key technologies for flexible working
Figure 2.6: Deploying converged communications as a managed service
Figure 2.7: Productivity and customer satisfaction are key priorities
Figure 3.8: Unified communications market opportunity by technology, 2008-2013 ($m)
Figure 3.9: Greenfield investments in converged communications, by technology
Figure 5.10: Enterprise spending on mobile
Figure 5.11: Converged communications application evolution
Figure 7.12: Video conferencing value stack
Figure 7.13: The global video conferencing market (000s), 2008-2013
Figure 7.14: Global video contact center agent positions (000s), 2008 - 2013
Figure 7.15: Adopters of video contact centers, by vertical
Figure 7.16: Adopters of video conference technologies, by vertical

List of Tables

Table 3.1: Unified communications market opportunity by technology, 2008-2013 ($m)
Table 7.2: The global video conferencing market (000s), 2008-2013
Table 7.3: Global video contact center agent positions (000s), 2008 - 2013