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TECH SUPPLIER Jul 2019 - IDC Survey - Doc # EUR145355519

European Enterprise Communications Survey, 2019: Attitudes Toward Unified Communications and Voice

By: Oru MohiuddinResearch Manager

On-line Presentation

Abstract

This IDC Survey Presentation examines results from the European Enterprise Communications Survey, 2019, which finds that growth in voice will be driven by IP Centrex and SIP trunking. While IP Centrex is benefiting from improved security and additional functionality, SIP is becoming popular as it can be used in conjunction with on-premise solutions to cut voice cost. Additionally, the planned switching-off of time-division multiplexing (TDM) services makes SIP services the default choice. The benefits of voice drive customer experience, given that it still forms an important touchpoint. Unified communications is a maturing market, but there is room for growth by improving the adoption rate and potentially converging the employee and customer engagement platforms. Mobility as a unified communications feature is becoming increasingly preferred in tablets, while there is uptake in premise-based unified communications (UC) solutions that are managed by service providers, considering there are still a number of enterprises tied to legacy infrastructure. Furthermore, SIP and communications platform as a service (CPaaS) that can be connected to on-premise UC are adding to the appeal.


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