December 2015
Q4 2015 UC ITDM Survey – UC Deployments
North American Mid-to-Large Enterprise - Summary Results
Distribution Note:
Analyst: Bill Haskins
bhaskins@wainhouse.com
Research Associate: Caroline Tingley
The non-exclusive,
public distribution of this
subscription-only survey
report is sponsored by Cisco
ctingley@Wainhouse.com
1
Objectives and Methodology
WHAT
we wanted to learn
Understand behavior in relation to conferencing and in relation
to unified communications as well as preferences and plans for
these products and services over the next few years:
• Current UC solutions, technologies, and applications used for
business collaboration and communication
• The state of UC licensing and feature deployments
• Attitudes toward UC solutions and their impact on enterprise
collaboration
• Expectations and planned changes for the next 1-3 years
© 2015 Wainhouse Research, Inc. All rights reserved.
HOW
we learned it
Survey: “2015 UC Enterprise Survey”
n=100
Geography: North America
Fielded 10/26/15 – 11/11/15
Participation Criteria
• Work in commercial enterprises – Medium, Large (>500
employees)
• IT Decision Maker for Unified Communications for business
communication: familiar with their enterprise’s UC
strategy and product decisions and have input into the
purchases and related products.
2
Key Findings
1
Cisco Unified Communications Manager (CUCM) + Jabber environments edged out Microsoft UC environments in terms
of UC solutions deployed in a production environment. WR expects this shift is due to a focus on Cisco Jabber
deployments, compared to a focus on Microsoft UC adoption.
2
Just under one third of enterprises report they have two or more UC platforms supporting their end users. This number is
nearly identical to the previous survey’s results.
3
Overall deployment of UC licenses remains a challenge for many enterprises – with 40% of purchased licenses reported
as un-deployed by this survey population.
4
Audio and Web Conferencing services are reported deployed to the majority of end users by over 50% of responding
ITDMs. This represents a material increase since the previous survey, and is likely fueling the increasing offset against
traditional, standalone audio conferencing services.
5
UC-enabled enterprises are placing a significant focus on mobile services and expect to deploy more smartphones and
tablets than any other type of UC devices over the next 24 months. This trend is fueled, in part, by expectations of
younger workers who are entering the workplace.
© 2015 Wainhouse Research, Inc. All rights reserved.
3
UC Deployments – by Vendor
We asked ITDMs which UC platform they were currently using, testing, or considering.
• Cisco Unified Communications Manager (UCM)/Jabber and Microsoft Lync/S4B are the most commonly deployed UC solutions – with
Cisco edging out Microsoft for the first time in this survey’s history.
• Google Apps for Work (AFW) is reported as the most tested UC environment – edging out Cisco and Microsoft in this area. AFW is also
more tested than used, which indicates enterprise interest in Google’s platform, but a continued lack of UC deployment.
48%
What is your organization’s current disposition with respect to each of the following UC environments?
n=100
Currently using (Deployed, not just testing)
Currently testing or trialing
46%
Currently considering
17%
8%
20%
17%
14% 11% 13%
9% 9%
7%
7% 8%
19%
© 2015 Wainhouse Research. All rights reserved.
7% 9% 8%
12%
11%
11%
8%11%
7%
6% 8%
6% 8%
4%
3%
2%
2%
1%
4
UC Environments – YoY Deployment
•
•
While nearly two-thirds of enterprises have just one UC platform, a third deploy more than one - and these numbers have not
changed much since 2013.
– 32% of enterprises reported two or more UC platforms in production in 2015. This number was very close to 2013 when 36%
reported two or more UC platforms in production.
However, the story has changed when we look specifically at which environments are being deployed.
– Cisco UC deployments experienced the largest increase, growing by 14% since the previous survey. Microsoft, by
comparison, decreased by 17% over the same period.
Which of the following UC environments is currently deployed
within your organization?
n=100
# of UC Platforms in Production
n=100
5
2%
0
4%
48%
2
24%
2013
63%
3
7%
2015
46%
34%
1
63%
© 2015 Wainhouse Research, Inc. All rights reserved.
8%
CiscoUCM /
Jabber
MSFT (Lync/Skype
for Business)
14%
Google AFW
(Hangouts)
19%
13%
3%
IBM Sametime
7%
Avaya Aura
7%
2%
Unify OpenScape
5
PBX/IP PBX Solutions
• Cisco is the most commonly deployed PBX/IPBX solution, followed by Microsoft Enterprise
Voice.
• While nearly twice as many are deploying Cisco as a primary platform over MS Enterprise
Voice, these two solutions, along with Avaya, represent similar proportions as a secondary
platform, which indicates organizations are mixing and matching across
departments/groups/locations.
• We also asked those ITDMs using Microsoft Enterprise Voice as a primary PBX what percent
of their users had access to it, and the average responses fell to within 51% and 75% of the
organization.
What percent of your organization is using
Microsoft Enterprise Voice as their primary
telephony solution?
n=58
41%
9%
17%
16%
Less than
25%
10-25%
26-50%
51-75%
10%
7%
76-99%
100%
What is your organization’s current disposition with respect to each of the following PBX/IP PBX solutions?
58%
Currently using as primary telephony platform
n=100
Currently using as secondary or legacy telephony platform
Under trial
32%
20%
19%
4%
Cisco
7%
Microsoft
(Enterprise
Voice)
8%
17%
11%
Avaya
5%
12% 9%
Samsung
© 2015 Wainhouse Research, Inc. All rights reserved.
7%
2% 3%
Mitel
Networks
2% 1%
10%
Panasonic
2% 3%
9%
Unify
2%
7% 7%
Toshiba
7%
1% 3%
ShoreTel
1% 2%
7%
A
proprietary
hosted
service (8x8,
Thinking
Phones, etc)
0%
6% 10%
NEC
3% 6% 5%
Others
6
UC License Deployments
Some organizations buy blocks of licenses for use inside their organizations, but do not deploy/provision them all, or do not deploy
them all at the same time. We asked ITDMs what percent of their current, purchased UC licenses have been deployed/provisioned
to end users:
• The average percentage deployed is 60%, 4 out of 10 licenses are not provisioned.
• Only 6% of responding enterprises have deployed 100% of their purchased UC licenses.
Of the UC licenses you've purchased, what % are deployed/provisioned to your users?
n=100
12%
6%
6%
11%-20%
21%-30%
12%
13%
15%
15%
10%
9%
• Average = 60%
• Full Deploy = 6%
2%
0-10%
31%-40%
© 2015 Wainhouse Research, Inc. All rights reserved.
41%-50%
51%-60%
61%-70%
71%-80%
81%-90%
91%-100%
7
UC Features Deployed
Results indicate that UC features consistently fall into clear groupings for those most commonly and most widely deployed:
•
Commodity communications include simple features that are easy to support and / or are most familiar to end users (IM, peer-to-peer audio and
app sharing, audio and web conferencing) – these are at the top of the deployment range.
•
Mid-range deployment features include those which require more complex equipment (2-party and room-integrated video) and technologies
which require a longer development cycle and integration with existing systems (PBX/PSTN, UC Mobile).
•
Features at the low end of the deployment scale are generally more complex (CEBP, Federation) and / or support the most business-critical
elements within the enterprise (Contact Center, Video Conferencing).
Which of the following UC features have been deployed to what % of your users?
n=100
Commodity communications
>50%
<50%
Under trial
71%
62%
57%
26%
12%
2%
Instant
messaging
3%
2party
Audio
56%
28%
2%
More complex / infrastructure-dependent
52%
31%
1%
31%
1%
2party App Audio Conf Web Conf
Share
© 2015 Wainhouse Research, Inc. All rights reserved.
37% 35%
8%
2party
Video
32%
20%
9%
27%
27% 29%
21%
17%
6%
PBX/PSTN
Room
Video
Integration
UC Mobile
Highly complex / business critical
23%
27%
8%
Contact
Center
22%25%
9%
CEBP
26%
13% 15%
35%
9%
4%
Federation Video Conf
8
UC Impact on Conferencing
• The majority (88%) of ITDMs deploying UC conferencing have indicated that the new conferencing experience generates an
increase in conferencing volume within their organizations.
• Just over half (51%) of responding organizations experienced a moderate increase of 1-50% after deploying the UC conferencing
feature.
• However, more than a third (38%) report the increase in conferencing has been significant – above 50%.
You noted you have deployed UC conferencing to your end users –
what impact has this had on the general amount of conferencing
within your organization (minutes of us, etc.)?
n=95
51%
31%
7%
Conferencing
Conferencing
Conferencing
Volume has more
volume has
volume has
than doubled
increased a lot (50increased
(>100%)
100%)
moderately (1-50%)
© 2015 Wainhouse Research, Inc. All rights reserved.
12%
0%
No impact
Conferencing has
decreased
9
Attitude toward UC
•
In addition, the majority of those deploying UC feel positively about the new communication experience, as compared to their
old environments.
•
Among these, more than two-thirds (70%) feel very positively (top 2 box) towards their UC solutions, trending towards “I could not
live with them”.
On a scale of 1-5 where 1="I hate them” and 5=”I could not live without them”,
how do you feel about your current UC solutions, as compared to your previous
distributed telephony, conferencing, and communications environment?
n=100
54%
29%
16%
1%
0%
1 I hate them
2
© 2015 Wainhouse Research, Inc. All rights reserved.
3
4
5 I could not live
without them
10
Barriers to UC - Desktops
• Top barriers to expanding the Desktop UC experience relate mainly to the organization and network – internal politics or
debates on technology, concerns about a lack of internal demand, and the all-too-common “network impact” concern.
• These barriers are followed by a long tail of similarly weighted concerns that begin with adoption challenges, equipment
costs, ease of use concerns, tapering off to a range of service-based challenges.
What are the top barriers preventing you from deploying or expanding UC solutions on your desktops
moving forward?
n=100
39%
33%
No perceived
Internal
need or
politics /
internal
technology
demand
debates
27%
Network
Bandwidth
Concerns
© 2015 Wainhouse Research, Inc. All rights reserved.
23%
23%
Equipment
Challenges
Cost
with
onboarding
and adoption
22%
21%
Ease of use
Cost of
outsourced
services
21%
21%
Internal team Quality of
service
support
requirements (audio-video
quality)
15%
Reliability of
service
11
Barriers to UC – Mobile Devices
• Expanding Mobile UC services is hampered by a different set of key challenges, as compared to those slowing Desktop expansion. Here,
challenges around reliability and quality of service are the top barriers.
• Equipment costs, bandwidth, and a tax on internal support teams follow, and are tightly grouped.
• It is interesting to note the barriers that are clustered to the right, representing the least ITDM concerns: ease of use, lack of demand,
challenges with adoption, and internal politics. Overall, end users appear to easily consume, use and manage services on their mobile
devices – and there is likely very little debate on the merits of increased mobility.
What are the top barriers preventing you from deploying or expanding UC solutions on your mobile
devices moving forward?
n=100
42%
31%
Reliability of
service
Quality of
service
(audio-video
quality)
27%
Equipment
Cost
© 2015 Wainhouse Research, Inc. All rights reserved.
25%
Network
Bandwidth
Concerns
25%
Internal team
support
requirements
21%
18%
Cost of
outsourced
services
Ease of use
15%
15%
14%
Internal
No perceived Challenges
politics /
with
need or
onboarding technology
internal
debates
and adoption
demand
12
External Application Use
•
Most enterprises allow their employees to use external apps and tools of their choice at work, though free tools are still more
acceptable than those requiring budget.
•
While results show a trend towards allowing external tools at work, nearly a third of organizations still do not allow tools other than
those provided by IT, indicating security and data stability are still of concern for many.
By organizational policy, does your enterprise allow the use of
applications outside those provided by IT?
n=100
45%
25%
30%
Yes – staff have their own budget Yes – staff is allowed to use their No – We do not allow the use of
and can buy tools and services own free tools, i.e. Skype, Google
any tools for work aside from
directly
Hangouts, Dropbox, etc.
those provided by IT
© 2015 Wainhouse Research, Inc. All rights reserved.
13
Next 24 Months – Devices and Peripherals
•
Over the next 24 months, increasing mobility will be the focus for most organizations, with 72% noting an increase in smartphone
deployments and utilization, and 62% noting an increase in tablets.
•
Directly following in priority are UC accessories, with USB Webcams and Conference Room Video units expected to increase in
roughly half of responding enterprises. USB headsets are expected to increase or stay the same in over 90% of enterprise
respondents.
•
Deskphones, however, were reported as the device most likely to decrease over the next two years, and the least likely to
increase, with just over 20% of ITDMs expecting a drop in deskphone utilization.
In the next 24 months, how will the deployment, support and use of the
following devices change within your organization:
n=100
Will Increase
72%
62%
52%
38%
28%
0%
Smartphones
0%
Tablets
© 2015 Wainhouse Research, Inc. All rights reserved.
Stay the same
Will Decrease
50% 46%
39%
9%
65%
56%
37%
4%
USB Webcams Conference room
video units
7%
USB Headsets
14%
21%
Deskphones
14
Mobile Devices in the Enterprise
•
IT Decision Makers indicate, on average, just under half of employees are currently provided a mobile device paid for by their
organizations (47%).
•
64% of survey respondents noted their organization allows those employees who do not receive a corporate device to use their
own devices (BYOD) to access enterprise applications.
•
In addition, 60% of responding enterprises leverage a mobile device management (MDM) solution for BYOD users – implying MDM
solutions are applied in the majority of BYOD environments.
Average % of
employees who
receive a mobile
device paid for by
their organization:
47%
© 2015 Wainhouse Research, Inc. All rights reserved.
For those employees who do not receive a mobile
device, which of the following apply to your
environment?
n=100
64%
60%
We use an enterprise mobile device
Employees can use their own
devices (BYOD) to access enterprise management solution for BYOD
users (Good, MobileIron, Citrix, etc)
apps (email, CRM, etc)
15
Younger Worker Influence on Communications
•
Younger workers are driving deployment of new technologies in the enterprise, most commonly mobile, telecommuting and
social enterprise solutions.
•
ITDMs indicate some solutions such as video, presence/IM and Huddle Rooms are driven less by younger workers, this possibly
indicates their stronger interest in new emerging solutions such as persistent collaboration often oriented more toward mobile use
than desktop (64% asking for more mobile solutions).
64%
Is your organization feeling pressure to deploy new communication technologies as
new, younger knowledge workers enter the workplace?
n=100
54%
41%
35%
25%
7%
More Mobile More Work-at- More Social
Enterprise
Solutions
Home
Solutions
Solutions
© 2015 Wainhouse Research, Inc. All rights reserved.
More Video
Solutions
Presence / IM More Huddle
solutions
Rooms
0%
Other
9%
None of the
above
16
Appendix
17
Company Size
How many people are employed at your organization in total?
n =100
40%
25%
22%
13%
0%
0%
0%
1 - 49
50-249
250-499
© 2015 Wainhouse Research, Inc. All rights reserved.
500-999
1,000-4,999
5,000-9,999
10,000+
18
Vertical
Which industry segment best describes your
organization?
n =100
Banking/Finance/Insurance
23%
Manufacturing
16%
Information Services
13%
Professional Services
13%
Government
7%
Retail
7%
Education
4%
Transportation
4%
Utilities
Construction
2%
Pharmaceutical
2%
Hospitality
1%
Mining/Oil/Gas
1%
Other
© 2015 Wainhouse Research, Inc. All rights reserved.
3%
4%
19
Location
In what country are you personally located?
n =100
Response
North America
Asia/Pacific/India
Europe/Middle East/Africa
Latin/South America/Caribbean
Rest of World
North America
© 2015 Wainhouse Research, Inc. All rights reserved.
Percentage
100%
0%
0%
0%
0%
0%
20
Department
Which department are you in?
n =100
Product Development/Research
1%
Other
Marketing
2%
1%
Sales
2%
Finance
2%
Engineering
2%
Administrative
3%
Operations
5%
© 2015 Wainhouse Research, Inc. All rights reserved.
IT
82%
21
Role
Which best describes your role?
n =100
Individual contributor no direct reports
10%
Executive multiple
managers/dire
ctors report to
me
42%
© 2015 Wainhouse Research, Inc. All rights reserved.
Manager/
Director multiple
direct
reports
48%
22
Thank you
2015 UC ITDM Survey
Summary Results
© 2015 Wainhouse Research, Inc. All rights reserved.
23