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2025 UCC Buyers Perspectives – Investment Priorities in 2025 and Beyond

Publisher Frost & Sullivan
Published Sep 11, 2025
SKU # MC20399572

Description

This year's Frost & Sullivan UCC IT Decision Maker (ITDM) survey reveals that organizations are increasingly prioritizing manageability and integration to drive operational efficiency and flexibility. At the same time, seamless integration capabilities, especially through the adoption of APIs and third-party tool compatibility, are essential for agile workflows. In turn, this allows businesses to adapt quickly and enhance productivity.

The importance of AI-powered communication features continues to grow for organizations, though ITDMs are challenged with developing an AI strategy that aligns with the wider business objectives and delivers a tangible return on investment. Organizations' willingness to pay a premium for access to AI capabilities is a polarizing topic, with a roughly equal share of ITDMs prepared to pay as those that think AI capabilities are table stakes and should therefore be provided at no additional cost.

Security, a perennial challenge for ITDMs, has become a non-negotiable requirement amid rising cyber threats, stricter data privacy regulations. Advanced security features, critical to safeguarding user information and maintaining trust in digital communication platforms, are of growing importance.

On top of this, ITDMs want reliability and ease of user adoption, as these are seen as key to successful technology deployment. Businesses across all regions view reliability as a top priority, as service interruptions can severely disrupt operations. Equally important is user adoption; tools must be intuitive and user-friendly to encourage employee engagement, reduce training costs, and accelerate return on investment.

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