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Unified Communications and Contact Center
Complimentary Advisory Report

Top Trends Changing the
Unified Communications Market

| December 27, 2010 | Consumer Services
| Analysts: Brian Riggs, Research Director, Enterprise Software and Communications, Ken Landoline, Principal Analyst, Unified Communications and Contact Center

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The enterprise communications space is changing rapidly as “anywhere,” real-time, multi-mode, multi-channel connectivity becomes the expected standard for business and personal communications. The intent of unified communications (UC) is to make it easier for individual employees to communicate and to allow enterprises to facilitate workgroup and collaborative communications. In its most basic form, UC combines traditional business telephony functionality with instant messaging and presence management so that individuals are able to contact others via multiple channels of communication and readily identify the availability of friends, associates, and subject matter experts within the enterprise.

Today, individuals are selecting their communication endpoints of choice and bringing them to the workplace environment with the expectation that the business IT organization will adapt the network to accommodate their preferences, and IT managers are looking for vendor solutions that will allow them to meet these user expectations. Since its inception, UC has been expanding in scope to include fixed and mobile telephony, video and audio conferencing, data collaboration, location-based services, unified desktop client interfaces, and soft phone telephony. UC applications have expanded to encompass consolidated administration tools, collaboration, contact center services, and outbound notification applications. UC stands to become the underlying driver for the broad set of business applications that will be responsible for improving corporate effectiveness and efficiency.

Those businesses that anticipated the UC evolution and planned accordingly enjoy enhanced operational efficiencies and increased profitability. If managed properly, UC represents a large, ongoing global market with a great deal of purchasing power to be implemented in the coming decade. Vendors of UC software and services that plan properly to meet the demand will continue to reap large rewards, increased market share, and improved profitability. Although the current economy has forced many business managers to act conservatively and to be risk-averse and very protective of legacy infrastructure, we believe the new UC technologies and applications are beginning to be absorbed at a growing rate as economic-based drivers, such as increased efficiencies, take control of planning cycles and buyers seek to implement new telephony infrastructure with proven ROIs to grow revenues and profitability.


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