Understanding adoption of voice/data convergence solutions (Customer Focus)

Introduction

This brief provides a detailed view of the market penetration of four voice/data convergence technologies and how it may increase over the next two years. The brief contains an analysis of enterprises' investment plans by geography, vertical and company size. It also provides an insight into voice/data convergence channel preferences as well as enterprises' perceptions of the leading vendors.

Report Highlights
Highlights

Interestingly, the penetration of voice/data convergence overall has only increased 4 percentage points from 2006 to 2007 to 63%. So although adoption has been increasing steadily over the last few years, a number of enterprises are reluctant to invest due to legacy systems, security, reliability concerns and the perceived cost of deployment. Penetration has reached over 80% in the retail banking industry, which is due to the fact that these enterprises are typically much larger in size and also have a greater number of customer service staff in call centers. The penetration of IP-PBX technology has reached 60% in retail banking compared to an average of 40% for all industries. Italian and Spanish enterprises are the most likely to purchase voice/data convergence solutions direct from a supplier which is probably due to these countries having less mature technology markets. Resellers can only capitalize on opportunities and work with vendors once technologies are mature and the market is in the majority adoption phase.
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TABLE OF CONTENTS
DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
The penetration of voice/data convergence solutions is increasing steadily 2
Introduction 2
The penetration of voice/data convergence has increased from 2006 2
Messaging has the highest current penetration 3
Similar numbers of greenfield investments are being made in all four technology areas 5
There are considerable variations in adoption by country, industry and enterprise size 6
The rate of investment is increasing in all countries except for Australia and Spain 6
Penetration of voice/data convergence is highest in financial industries, particularly retail banking 8
Many investments are planned in the public sector 9
There is a distinct difference in the penetration and growth rates between large and small enterprises 9
Propensity to host or outsource voice/data convergence is related to geography 12
The majority of enterprises prefer to deploy their convergence solutions on-site 12
Preferences for deployment is dependent on country culture and history 13
The interest in outsourcing varies dramatically by country but is not related to penetration levels 14
Cisco has the greatest mindshare of the leading vendors but there are regional variations 16
Cisco has the largest degree of mindshare but five other vendors have an established presence 16
Regional mindshare reflects vendors' market strengths 17
SUMMARY 19
Voice/data convergence adoption is increasing but will remain a low priority for many enterprises 19
APPENDIX 20
APPENDIX 20
Definitions 20
Methodology 20
Further reading 21
Ask the analyst 21
Datamonitor consulting 21
Disclaimer 21
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Table 1: Which of the following voice/data convergence solutions do you currently have or use? Which would you prioritise for investment in the next 6 months? 3
Table 2: Which of the following voice/data convergence solutions do you currently have or use? Which would you prioritise for investment in the next 6 months? 4
Table 3: Which of the following voice/data convergence solutions do you currently have or use? Which would you prioritise for investment in the next 6 months? 6
Table 4: Do you currently have or use voice/data convergence technologies or would you consider investment in the next 6 months? 2 years? 7
Table 5: Do you currently have or use voice/data convergence technologies or would you consider investment in the next 6 months? 2 years? 9
Table 6: Do you currently have or use voice/data convergence technologies or would you consider investment in the next 6 months? 2 years? 11
Table 7: What is your preferred approach to buying voice/data convergence technologies? 13
Table 8: What is your preferred approach to buying voice/data convergence technologies? 14
Table 9: Do you outsource voice/data convergence now, or are you considering outsourcing it in the next 6 months? 2 years? 15
Table 10: Please pick two firms which you believe to be 'leaders' in voice/data convergence 17
Table 11: Please pick a firm which you believe to be a 'leader' in voice/data convergence 18

Figure 1: Penetration is increasing steadily for all voice/data convergence solutions 2
Figure 2: Different convergence technologies will receive similar volumes of investment in the next 2 years 4
Figure 3: The number of greenfield investments is similar for all four technologies 5
Figure 4: Penetration has reached over 70% amongst enterprises in Spain and Germany 7
Figure 5: Enterprises in the retail banking industry show a keen interest in voice/data convergence 8
Figure 6: Small enterprises will be making the most greenfield investments 10
Figure 7: Almost 75% of enterprises prefer to deploy their voice/data convergence solutions on-site 12
Figure 8: Italian enterprises are the most likely to purchase direct from a supplier 13
Figure 9: Enterprises in Italy, the Nordics and Spain have the highest levels of outsourcing 15
Figure 10: A high proportion of enterprises have selected Cisco as the leading vendor 16
Figure 11: Mindshare varies by region for voice/data convergence 18
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