Reportlinker Adds Key Trends in Converged Communications: Vendor strategies, Market Development and Emerging Opportunities Report

NEW YORK--(Business Wire)--
Reportlinker.com announces that a new market research report is available in its
catalogue.

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

http://www.reportlinker.com/p0148152/Key-Trends-in-Converged-Communications-Vendor-strategies-market-development-and-emerging-opportunities.html

Executive Summary

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?

Table of Contents

Key Trends in Converged Communications

Executive summary 8

Market analysis 8

Vendor strategies 9

Market opportunity 10

Competitive landscape 11

The role of mobility 12

Special focus: IP Contact Centers 13

Video in the enterprise 14

Chapter 1 Market analysis 16

Summary 16

Voice/data convergence in 2009 17

IP transformation 19

IT investment plans 21

Business trends 24

The role of mobility 25

Green IT 26

Video conferencing and remote working 26

Competitive landscape 28

Managed services 29

The convergence of communications and enterprise applications 30

Market trends 31

Contact centers 34

Mobility investment 35

Market analysis 38

Chapter 2 Vendor strategies 42

Summary 42

Introduction 43

End user adoption trends 45

Customer drivers 47

Customer inhibitors 49

Vendor go-to-market strategies 50

Vendor strategy recommendations 51

Chapter 3 Market opportunity 54

Summary 54

Market context 55

Market opportunity 56

By technology 57

By region 59

By vertical 60

Greenfield investments 61

Future outlook 63

Chapter 4 Competitive landscape 66

Summary 66

Market overview 67

Vendor analysis 70

Alcatel-Lucent 70

Avaya 71

Cisco 73

Interactive Intelligence 74

Nortel 76

ShoreTel 78

Siemens Enterprise Communications (SEN) 79

TeleWare 80

Conclusions 82

Chapter 5 The role of mobility 86

Summary 86

Market context 87

Mobile converged communications 88

Mobile presence 93

Public-private convergence 94

Convergence of mobile and desktop 95

Chapter 6 Special focus: IP Contact Centers 98

Summary 98

Market context 99

Competitive landscape 103

Vendor analysis 104

Alcatel-Lucent / Genesys 104

Avaya 106

Cisco 109

Aspect Software 112

Nortel 114

Interactive Intelligence 116

Mitel 117

Siemens 117

Conclusions 118

Chapter 7 Video in the enterprise 122

Summary 122

Market context 123

Video conferencing 123

Video contact center 125

`I-see-you-you-see-me` 126

Business drivers of enterprise video 126

Remote working 128

Market sizing 130

Video conferencing 130

Video contact centers 131

By region 133

By vertical 136

Video contact center 136

Video conferencing 138

Vendor recommendations 141

Pricing model strategy 143

Product marketing support strategy 144

Conclusions 145

Index 147

Definitions 149

List of Figures

Figure 1.1: Voice/data convergence has allowed UC to emerge 18

Figure 1.2: Growth of IP transformation value over time 20

Figure 1.3: IT budgets are sensitive to macroeconomic conditions but
opportunities remain 22

Figure 1.4: IMF forecasts slight global economic recovery in 2010 23

Figure 1.5: Key technologies for flexible working 33

Figure 2.6: Deploying converged communications as a managed service 46

Figure 2.7: Productivity and customer satisfaction are key priorities 48

Figure 3.8: Unified communications market opportunity by technology, 2008-2013
($m) 57

Figure 3.9: Greenfield investments in converged communications, by technology 61

Figure 5.10: Enterprise spending on mobile 87

Figure 5.11: Converged communications application evolution 89

Figure 7.12: Video conferencing value stack 127

Figure 7.13: The global video conferencing market (000s), 2008-2013 131

Figure 7.14: Global video contact center agent positions (000s), 2008-2013 135

Figure 7.15: Adopters of video contact centers, by vertical 136

Figure 7.16: Adopters of video conference technologies, by vertical 138

List of Tables

Table 3.1: Unified communications market opportunity by technology, 2008-2013
($m) 56

Table 7.2: The global video conferencing market (000s), 2008-2013 131

Table 7.3: Global video contact center agent positions (000s), 2008-2013 135

To order this report:

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

http://www.reportlinker.com/p0148152/Key-Trends-in-Converged-Communications-Vendor-strategies-market-development-and-emerging-opportunities.html

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