rsstelecom IDC RSS alerts Factors Driving Contact Centers in Europe: A Look into What Influences Investments in Contact Center Technologies <P>This IDC Market Presentation highlights contact center trends in Europe. The European contact center space will be driven by cloud with a growth projection of 5.0% compound annual growth rate (CAGR) between 2020 and 2025. The U.K. will remain the largest market in 2025 and will grow the most in absolute terms. Cloud-based growth in Europe will be primarily driven by greater focus on customer experience, operational efficiency, and employee productivity. Contact center is a fast-evolving face moving away from just answering customer queries or resolving customer issues. Contact centers are now considered important for driving customer loyalty, raising brand profile, bringing in new customers, and upselling to existing customers through ultimate customer satisfaction and this is leading to a change in operating models. The three key interrelated pillars for driving these are agents, access points, and information/knowledge discovery. It is necessary that agents can focus on customers; to achieve this, their workloads need to be eased as much as possible through automation. The availability of digital channels means that part of call traffic is diverted, which leaves agents with more space, but the experience in digital channels needs to be the same as voice. To this end, contact centers are exploring how to improve customer experience across all touchpoints and recognize that customers may use several touchpoints during their journey. Agents need to be furnished with necessary information presented in a user-friendly way so that agents can read them quickly and efficiently to provide more personalized and contextualized service. AI and automation will play a significant role in developing the next generation of contact centers that go from transactional calls to driving ultimate customer experience. </P> Market Presentation Mon, 16 May 2022 04:00:00 GMT Oru Mohiuddin, Mary Wardley, Alison Close, Neil Ward-Dutton 国内ユニファイドコミュニケーション/コラボレーティブワークスペース市場予測、2022年~2026年 <P>本調査レポートは、国内ユニファイドコミュニケーション(UC)/コラボレーティブワークスペース市場の2021年の実績と2022年~2026年の市場予測を提供している。IDCでは、同市場を「IPテレフォニー市場」「IPコンファレンスシステム市場」「IPコンタクトセンターシステム市場」「コラボレーティブワークスペース市場」の4つのソリューションセグメントに分類して、市場規模を分析し予測を行っている。新型コロナウイルス感染症(COVID-19)の感染拡大およびロシア・ウクライナ戦争の発生は同市場にも影響を及ぼし、本調査レポートで用いる市場予測では、2022年4月末時点におけるCOVID-19およびロシア・ウクライナ戦争の影響と見通しを考慮している。2021年の同市場はユーザー企業における在宅勤務やハイブリッドワークが浸透した結果、高い成長となった。</P><P>「国内UC/コラボレーティブワークスペース市場が今後も成長していくために、ITサプライヤーはデジタルワークスペースの高度化および適用範囲拡大、企業価値向上を目的とした従業員エクスペリエンス(EX)改善への取り組み支援、音声コミュニケーションにおける付加価値の再検討による新たな事業機会の開拓を行い、継続的な国内におけるデジタルワークスペース活用の向上を検討すべきである」と、IDC Japan ソフトウェア&セキュリティのシニアマーケットアナリストである太田 早紀は分析している。</P> Market Forecast Fri, 13 May 2022 04:00:00 GMT Saki Ohta, Takashi Manabe European UC&C Quarterly Update, 4Q21 <P>This IDC Presentation highlights the updates for the last quarter of 2021. It illustrates revisions in forecasts and competitor year-to-year performances by unified communications and collaboration (UC&C) technology in EMEA. It also showcases survey data on business buying patterns. The latest forecast for UC&C technologies is based on the full-year 2021 market performance, and the document also examines how much the forecasts have been revised from the last update based on half-year 2021 market performance. The forecast for UC&C in EMEA has been revised upward from 6% CAGR to 8% CAGR for 2021-2025. This is primarily due to UC as a service (UCaaS), which was revised upward from 8% CAGR to 11% CAGR during the period. Collaboration forecast remained the same, but videoconferencing systems were revised downward as videoconferencing infrastructure continue to fall, overshadowing growth in huddle room. IP telephony/UC systems were revised upward as the migration from on-prem to cloud was not as fast as anticipated, but the category continues to decline. Microsoft, Zoom, Slack, RingCentral, Logitech, and Poly continue to show strong growth momentum as they successfully respond to market trends. Buying patterns are gradually changing as businesses are motivated by their goals, priorities, and ROI instead of just technology, and they prefer flexibility both in terms of pricing and architecture. </P> Market Presentation Wed, 11 May 2022 04:00:00 GMT Oru Mohiuddin, Graham Fruin Alaian – European Telcos Increase Focus on Startup Engagement <P>In 5G, Telcos are under pressure to diversify revenue streams away from pure play connectivity by creating new services in concert with a wider array of ecosystem partners. In this context, where industry-specific knowledge and value propositions make a difference, highly specialized startups can be a good way to complement the generalist approach of big players. At the same time, the industry has become a byword for lackluster innovation, in the shade of big tech players like AWS, Microsoft, and Google. The formation of Alaian by six operator groups to engage with, incubate, and accelerate startups in a wide range of areas is a promising move to bring greater levels of innovation into the industry, particularly in Europe.</P> IDC Link Mon, 09 May 2022 04:00:00 GMT Ahmad Latif Ali, Alejandro Cadenas, Chris Silberberg Canadian Meetings and Meeting Room Technologies, 2022 <P>This IDC Market Presentation highlights that there has been an increasing adoption of meetings and meeting room technologies such as booking systems, touchless controls, team collaboration applications, and individual video streaming in a hybrid workplace. Greater employee productivity and enhanced communication and collaboration are the key drivers of smart meeting solutions. "Hybrid work models are shaping the strategic direction for redesign of the work facilities including investments in meeting room technologies." — Anu Mehta, senior research analyst at IDC Canada</P> Market Presentation Mon, 02 May 2022 04:00:00 GMT Anu Mehta 8x8 Industry Analyst Event — March 2022 <P>This IDC Market Note examines key points raised in 8x8's two-day analyst event, held online on March 16 and 17, 2022. The event provided a detailed overview of 8x8's contact center improvements and plans regarding its Experience Communication as a Service (XCaaS) platform.</P> Market Note Thu, 28 Apr 2022 04:00:00 GMT Oru Mohiuddin, Graham Fruin Market Analysis Perspective: European Telecommunications, 2022 <P>This IDC Market Analysis Perspective (MAP) provides an analysis of trends impacting European communications service providers (CSPs) in 2022, which range from 5G rollouts, cloudification, OSS/BSS transformation, private networking, and M&As. This MAP includes an overview of this essential market, outlines competitive challenges that key suppliers within the European telecommunications competitive landscape should consider, and lists major software solution suppliers by key functional domain. It offers a perspective on how 5G, edge, and cloud are driving industry collaboration to create vertical-specific solutions. </P><P>This MAP also includes insight on sustainability, partner management, and API developments, as well as business process changes pertaining to the impact of each area on European CSPs. It provides a future view of the market and buying perspective from consumers and enterprises.</P> Market Analysis Perspective Thu, 28 Apr 2022 04:00:00 GMT Ahmad Latif Ali IDC's Worldwide Unified Communications and Collaboration Taxonomy, 2022 <P>This IDC study updates IDC's worldwide unified communications and collaboration (UC&C) research taxonomy to provide market definitions and a framework that IDC uses to track, segment, and forecast the worldwide UC&C market. This taxonomy reflects the evolving worldwide UC&C market and includes discussion around new terminology, products, and solutions such as UCaaS, team collaboration, team messaging, and hosted voice/UC public cloud and managed voice/UC private cloud services. </P><P>"The UC&C market continues to undergo significant change due to acquisitions, strategic partnerships, and where solution providers and buyers find agreement on what is of premium, differentiated value," states Denise Lund, research director, Worldwide Telecom and Unified Communications. "The importance of the integration and ease of use of provider solutions in each category of the UC&C market is critical to UC&C success." </P> Taxonomy Tue, 26 Apr 2022 04:00:00 GMT Denise Lund, Rich Costello Key Takeaways from Lumen's Global Analyst and Consultant Forum, 2022 <P>This IDC Market Perspective highlights key takeaways that the IDC analyst team noted throughout the event. On March 1 and 2, 2022, Lumen held its annual Global Analyst and Consultant Forum in California — its first industry analyst event since the global COVID-19 pandemic.</P><P>"Lumen Technologies continues making progress toward its vision of being a technology company," says Carrie MacGillivray, group vice president and general manager, Worldwide Telecommunications research. "The return to an in-person forum was a welcome change for Lumen executives and analysts alike. It provided the chance to thoroughly engage and understand the company's priorities today and over the next few years."</P> Market Perspective Fri, 22 Apr 2022 04:00:00 GMT Carrie MacGillivray, Ghassan Abdo, Alberto Arellano, Jason Blackwell, Rob Brothers, Matthew Eastwood, Paul Hughes, Dave McCarthy, Rohit Mehra, Courtney Munroe, Leslie Rosenberg Resilient Digital Infrastructure Becomes Critical, Customer Satisfaction Drives Business and CX Priorities, and Data Sharing Is Key Benefit of Industry Ecosystems: Insights from IDC Survey <P>This IDC Survey provides insights based on results from IDC's 2022 <I>Future Enterprise Resiliency </I><I>and </I><I>Spending </I><I>Survey, </I><I>Wave 2</I><I>,</I> of 796 IT and business leaders around the world conducted in February/March 2022. It covers a range of factors that can influence general technology investments and digital transformation (DX) plans with a focus on overall IT spending as well as deep dives into connectivity, devices, and services. It also delves deeper into how organizations are prioritizing and measuring customer satisfaction as well as planning to leverage emerging digital industry ecosystems.</P><P>Organizations started 2022 with a focus on using technology investments to boost customer satisfaction, operational efficiency, and employee productivity; however, the storm of disruption in the first few months affected plans and priorities with a focus on ensuring the resiliency of digital infrastructure.</P><P>"Organizations believe that the current disruptions/uncertainties will have a sustained impact on the global economic outlook and their technology needs, but this is not yet negatively altering IT spending plans," noted Rick Villars, group vice president, Worldwide Research at IDC." Companies are investing in technology and operational modernization to enable more resilient digital infrastructure while minimizing staff workloads and retaining internal control of data."</P> IDC Survey Wed, 20 Apr 2022 04:00:00 GMT Rick Villars, Sudhir Rajagopal, Jeffrey Hojlo, Mary Johnston Turner