New Masergy Research Reveals Businesses Seek Greater Integration and Consolidation in Collaboration Tools and Services
04 Outubro 2022 - 10:00AM
Business Wire
Hybrid Work Driving Desire for More Streamlined
Approach to Unified Communications as a Service (UCaaS) and Contact
Center as a Service (CCaaS); Network Security and Performance
Remain Key to Successful Deployments
IT leaders are seeking more integrated unified communications
(UC) services for their hybrid workforce, according to a new CIO
study released today by Masergy, the software-defined network and
cloud platform for the digital enterprise. The 2022 UCaas and CCaaS
Market Trends Study sheds light on the rising imperative among
businesses to standardize and consolidate their corporate
collaboration strategies – using bundled solutions to remove IT
complexity from today’s digital interactions among distributed
workforces and customers. The full report is available to download
here.
The latest study found success requirements for Unified
Communications as a Service (UCaaS) and Contact Center as a Service
(CCaaS) have evolved since the 2020 report with consolidation and
integration becoming more important. Two years ago, the top
criteria for ensuring successful deployments were data security and
network reliability. This year, integration has broken into the top
tier with near-equal significance. Of the more than 200 senior IT
leaders surveyed:
- 91% say data security is critical or very important
- 90% say network reliability is critical or very
important
- 89% say integration is critical or very important
“For UCaaS and CCaaS to work well, they must function as core
elements in a larger ecosystem, harmonizing communications,
connectivity, and cybersecurity — the trifecta for digital
transformation,” said Rudy Tibuni, Director, UC Solutions, Masergy.
“These three disciplines can no longer operate in silos. They must
come together to create a more secure, resilient, and efficient
environment to support excellent employee and customer
experiences.”
Under the pressures of the pandemic, companies added a
hodge-podge of collaboration applications to quickly meet the needs
of cloud calling, virtual presence, chat, and video conferencing.
The inefficiency of redundant applications is quickly coming into
focus for IT leaders as they seek to make hybrid work models
sustainable for the future. But there’s another reason the idea of
integration is rising in importance — the sheer volume of systems
and technologies required to make collaboration work well.
Signaling additional essentials for consolidation, SIP trunking
and bundled solutions are also rising in demand. Use of SIP
trunking with UCaaS/CCaaS has increased over the past two years
(63% versus 51% in 2020). Additionally, the preference for bundled,
pre-integrated UCaaS/CCaaS solutions has grown stronger since 2020
(65% versus 51% in 2020).
“Senior IT decision makers are pointing to a new integration
imperative, consolidating UC around one toolset to untangle
complexities in the wake of multiple applications and multi-cloud
services,” said Tibuni. “To effectively connect people, corporate
communications tools and their supporting systems must all work as
a cohesive collective. Businesses should standardize on their
preferred cloud collaboration platform and seek holistic solutions
that intersect with SIP trunking and secure network connectivity,
including SD-WAN and SASE.”
The 2022 UCaaS and CCaaS Market Trends Study also
revealed:
- Companies can’t afford a collaboration failure: 9 out of
10 IT leaders say UCaaS/CCaaS downtime is highly concerning or
detrimental to their business — up from 8 out of 10 in 2020
- UCaaS adoption is rising amidst changing times:
- 97% of organizations say remote work has increased interest in
UCaaS/CCaaS
- 47% of organizations have implemented UCaaS/CCaaS, up from 40%
in 2020
- 75% of respondents report increased use of Microsoft
TeamsⓇ
- IT agility is the biggest driver: Respondents state the
single biggest factor driving their UCaaS/CCaaS investment is
increasing their IT flexibility and agility (41%)
Foundry’s CIO, the executive-level IT media brand providing
insight into business technology leadership, conducted the research
on behalf of Masergy. More than 200 senior IT decision makers were
surveyed across more than eight industries. Respondents included IT
leaders working in U.S.-based multinational companies with an
average revenue of $3.7B.
Download the complete research report
About Masergy Recognized as a pioneer in software-defined
networking, Masergy is a leading secure cloud networking platform
for global enterprise businesses. Masergy leverages artificial
intelligence to enable superior application performance, offering
managed SD-WAN, Security, Unified Communications as a Service
(UcaaS), and Contact Center as a Service (CcaaS) solutions. Masergy
was acquired by Comcast Business in October 2021 – combining the
power and scale of Comcast’s network with Masergy’s
industry-leading SLAs and exceptional customer experience to
redefine what’s possible for future-thinking businesses. Learn more
and follow us on our blog Transforming Enterprise IT, Twitter
@Masergy, LinkedIn, and Facebook.
About Comcast Business Comcast Business offers a suite of
Connectivity, Communications, Networking, Cybersecurity, Wireless,
and Managed Solutions to help organizations of different sizes
prepare for what’s next. Powered by the nation’s largest Gig-speed
broadband network, and backed by 24/7 customer support, Comcast
Business is the nation’s largest cable provider to small and
mid-size businesses and one of the leading service providers to the
Enterprise market. Comcast Business has been consistently
recognized by industry analysts and associations as a leader and
innovator, and one of the fastest growing providers of Ethernet
services.
For more information, call 866-429-3085. Follow on Twitter
@ComcastBusiness and on other social media networks at
http://business.comcast.com/social.
About Comcast Corporation Comcast Corporation (Nasdaq:
CMCSA) is a global media and technology company that connects
people to moments that matter. We are principally focused on
broadband, aggregation, and streaming with 57 million customer
relationships across the United States and Europe. We deliver
broadband, wireless, and video through our Xfinity, Comcast
Business, and Sky brands; create, distribute, and stream leading
entertainment, sports, and news through Universal Filmed
Entertainment Group, Universal Studio Group, Sky Studios, the NBC
and Telemundo broadcast networks, multiple cable networks, Peacock,
NBCUniversal News Group, NBC Sports, Sky News, and Sky Sports; and
provide memorable experiences at Universal Parks and Resorts in the
United States and Asia. Visit www.comcastcorporation.com for more
information.
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version on businesswire.com: https://www.businesswire.com/news/home/20221004005214/en/
Media Matt Helmke, Corporate Communications Comcast
Corporation 215.286.8666 matt_helmke@comcast.com
Comcast (NASDAQ:CMCSA)
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