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

Published by: Business Insights

Published: Aug. 1, 2009 - 151 Pages

Table of Contents

Key Trends in Converged Communications

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

Abstract

There has been a lot of publicity surrounding IP telephony and converged communications over recent years. Voice/data convergence technologies are now mature and are becoming more widely adopted by enterprises. At the same time vendors are consolidating in order to gain a stronger market position.

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