Report: IT Managers Want to Consolidate UC&C Tools


After nearly three years of increasingly deploying collaboration solutions to help employees work remotely, IT managers are now looking for more integrated collaboration solutions to eliminate complexity, according to new research from the cloud networking company. Masergy secure.

Research from the Comcast Business-owned company found that IT leaders are working to standardize and consolidate their enterprise collaboration strategies, which includes using bundled solutions to make collaboration easier for their workforces and distributed customers.

The sentiment comes after rolling out what the company calls a “hodgepodge” of collaboration solutions to quickly meet the needs of its new distributed work models, which included cloud calling, virtual presence, chat , videoconferencing and others. Today, this application redundancy is forcing many IT managers to rethink these strategies as they seek to maintain the future-proofing of hybrid work models.

Masergy’s latest study of UCaas and CCaaS market trends identified consolidation and integration as a top priority, joining data security and network reliability as the three most important considerations for unified communications technologies.

Of the more than 200 IT managers surveyed, 91% identified data security as critical or very important, 90% cited network reliability, and 89% now say integration is equally important.

Additionally, Masergy found that organizations are struggling to weather the storm when collaboration fails, with 90% of IT managers saying that UCaaS/CCaaS downtime is of great concern or detrimental to their business.

Adoption of collaboration technology continues to increase, and 97% of organizations say remote working has led to increased usage.

Organizations are still investing in technology, with 47% of respondents reporting having implemented UCaaS/CCaaS this year, up from 40% in 2020. Additionally, three-quarters of respondents reported increased use of Microsoft Teams.

CIOs cited IT flexibility and agility as the top driver of their collaboration investments. For these investments to work well, they must function as central elements in the larger IT ecosystem and harmonize communications, connectivity and security, explains Rudy Tibuni, director of UC solutions at Masergy.

“These three disciplines can no longer operate in silos,” says Tibuni. “They must come together to create a safer, more resilient and efficient environment to support great experiences for employees and customers.”

But there’s another reason why the idea of ​​integration is gaining prominence: the sheer volume of systems and technologies needed to make collaboration work well.

Signaling additional essentials for consolidation, SIP trunking and bundled solutions are also increasing in demand, according to the study, citing increased use of SIP trunking with UCaaS/CCaaS over the past two years (63% vs. 51 % in 2020). Moreover, the preference for bundled and pre-integrated UCaaS/CCaaS solutions has strengthened since 2020 (65% compared to 51% in 2020).

“Senior IT decision makers are pointing to a new integration imperative, consolidating unified communications around a set of tools to unravel the complexities in the wake of multiple multi-cloud applications and services,” says Tibuni. “To effectively connect people, business communication tools and their supporting systems must all work as a cohesive collective. Enterprises should standardize on their preferred cloud collaboration platform and seek holistic solutions that intersect with SIP trunking and secure network connectivity, including SD-WAN and SASE.

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