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The Future of Enterprise Communications in the Workplace in North America

The Future of Enterprise Communications in the Workplace in North America

The overall research objective is to measure the current use of and future decision making behavior toward information technology (IT) within North America covering the manufacturing, education, financial, government, healthcare and retail sectors. The study covers the following enterprise communications technologies: smart phones, tablets, mobile apps, cloud computing, video, audio, and web conferencing, Internet protocol (IP) telephony, company and consumer social media, unified communications client (UCC), time-division multiplexing (TDM) phones, business grade and consumer softphones, customer relationship management (CRM), headsets, machine-to-machine (M2M) communications, and mobile device management (MDM).

Specifically, Frost & Sullivan aims to:

Understand the IT-related challenges organizations face today

Asses the current and future use of unified communications

Evaluate factors that drive investments in unified communications

Gauge the communications infrastructure trends

Appraise the available IT budgets

Measure the impact the workforce has on IT

About this report

The overall research objective is to measure the existing use and future decision making behavior toward Information Technology (IT) within North America, covering the manufacturing, education, financial, government, healthcare, and retail sectors, and specifically, smart phones, tablets, cloud computing, video, audio, and web conferencing, Internet Protocol (IP) telephony, internal and external social media, Unified Communications Clients (UCC), Time-division Multiplexing (TDM) phones, business grade and consumer softphones, headsets, and Mobile Device Management (MDM). IT decision makers are particularly concerned with their ability to make appropriate and effective investments, comply with new regulatory requirements, and improve business processes. Supporting remote and mobile workers rates the lowest, which may mean they feel they have this challenge better under control or, it may simply not be a priority for them. When it comes to spending money, IT managers are most concerned with improving productivity and reducing costs. They do not base their investment decisions as much on gaining a competitive advantage or attracting and retaining strong employees. Laptops are still the primary hardware device, but smart phones and tablets are catching up. Across the enterprise, the most commonly deployed tools are IP phones, IP telephony, and business-grade softphones, suggesting voice still matters to almost all employees.


  • Research Objectives and Methodology
    • Research Objectives
    • Methodology
  • Executive Summary
  • Attitudes Toward the Use of IT in the Workplace
    • Major Challenges for IT
    • Major Challenges for IT by Company Size
    • Major Challenges for IT by Vertical
  • Influential Factors Shaping IT Investments in the Workplace
    • Primary Drivers for IT Investments
    • Primary Drivers for IT Investments by Company Size
    • Primary Drivers for IT Investments by Vertical
  • Current and Future Use of Communications Tools in the Workplace
    • Current and Future Usage of Communications Tools
    • Current Usage of Communications Tools, by Company Size
    • Current Usage of Communications Tools, by Vertical
    • Pervasiveness of UC Technology Deployment
    • Frequency of UC Technology Use Within the Organization
    • Effectiveness of UC in Addressing Top Business Challenges
    • Business Challenge: Dealing with New Regulatory Requirements
    • Business Challenge: Automating and Streamlining Business Processes
  • Impact of Influential Factors on the Use of Communications in the Workplace
    • Technical Note: Understanding Perceptual Maps
    • Perceptual Map: UC and Influential Attributes
  • Challenges for Communications in the Workplace
    • Communications Infrastructure, Current and Future Usage
    • Reasons for Not Using Certain UC Solutions
    • Security Risks Associated with UC in the Enterprise
  • The Use of Cloud Computing to Support Communications in the Workplace
    • Criteria When Selecting a Cloud Provider
    • Criteria When Selecting a Cloud Provider, by Company Size
    • Criteria When Selecting a Cloud Provider, by Vertical
    • Attitudes About the Use of Cloud Computing/Hosted Communications
    • Satisfaction with Cloud Computing Use, by Company Size
    • Satisfaction with Cloud Computing Use, by Vertical
    • Attitudes About Cloud Computing by Non-users
    • Communications Deployment in the Cloud
    • Current Deployment of IT in the Cloud, by Company Size
    • Current Deployment of IT in the Cloud, by Vertical
  • Social Media Strategies as Part of Communications in the Workplace
    • Use of Customer-facing Social Media, by Company Size
    • Use of Customer-facing Social Media, by Vertical
    • Implementation of Customer-facing Social Media
    • Current Implementation of Customer-facing Social Media, by Company Size
    • Current Implementation of Customer-facing Social Media, by Vertical
    • Effectiveness of Customer-facing Social Media to Increase the Organization's Revenues
    • Effectiveness of Customer-facing Social Media to Increase the Organization's Revenues, by Vertical
    • Use of Social Media for Internal Collaboration, by Company Size
    • Use of Social Media for Internal Collaboration, by Vertical
    • Goals for Internal Social Media Use
    • Goals for Internal Social Media Use, by Company Size
    • Goals for Internal Social Media Use, by Vertical
    • Effectiveness of Internal Social Media to Improve Productivity, by Company Size
    • Effectiveness of Internal Social Media to Improve Productivity, by Vertical
    • Potential Benefits of Social Media within the Organization
    • Potential Benefits of Social Media within the Organization, by Company Size
    • Potential Benefits of Social Media within the Organization, by Vertical
  • Mobile Devices in the Workplace
    • Company-issued Devices
    • Company-supported Mobile Operating Systems
    • Personal Devices Allowed to Connect to Company Network (Bring Your Own Device)
    • BYOD Policy and Enforcement
  • Available IT Budgets in the Workplace
    • The Big Picture of IT Budgets
      • Table The IT Budget Picture-Averages and Mean Percent, NA, 2014
  • Impact of the Workforce on IT
    • Distribution of Worker Types by Industry
      • Table The Workforce Picture by Industry-Now and in the Future, NA, Europe and, Latin America, 2014
  • Profile
    • Country of Residence and Years in IT
    • IT Decision Making Role and Job Title
    • Companies' and Respondents' Geographic Reach
    • Company's Global Annual Revenues

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