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Telekom Austria Bizmail: Study "UC Trend 2010"

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Unified Communications (UC) is the bridge between different communication channels and information. For companies, the question increasingly arises here: Self-service or managed services?

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goal is to allow the user to access its various devices to the specifically required applications. For companies of all sizes UC is therefore an increasingly important topic. In the survey, "UC Channel Survey 2010 "(Frost & Sullivan / Aastra) at system integrators, service providers, consultants, distributors and resellers reported only five percent of the participants that the majority of their customers already uses unified communications (UC) solutions. One reason for the current reluctance is the study of the past economic crisis. By the end displaced investment would now be made up.

this mean for the ICT specialists Issues Fixed Mobile Convergence (FMC) and Unified Messaging. The biggest business, however, is seen in the migration to IP: 80 percent of respondents said that should be expected in this area, most orders.

This result depends, together with the reasons for the use of UC services. According to the survey are cost savings and efficiency high on the list of motivations (both 85 percent). Followed by mobility and home working (81 percent). Efficient processes are important for financial service providers, traditionally a major role. For this reason, survey participants see this sector as the largest buyer of UC solutions. In second place is the IT and telecom-munication industry, followed by service providers in the areas of real estate, consulting and accounting.

municipal utility or managed services? The boundaries between information technology (IT) and telecommunications (TC) blurred not only technologically, but also in the operational models. TK was in the conceivable, until recently, only the classic-house operation, are now different forms of outsourcing, especially as managed services and hosting possible. For both data and voice are on the same IP-based networks run. And network operators will offer faster connections at ever lower prices.

For many small and medium-sized enterprises (SMEs) is the proper operation of the communication system is still the preferred option - that shows the current Berlecon Case Study Report "Unified Communications for SMEs". For one thing straight, the carrier only recently with the service offerings on the market. Second, delay the responsible persons - to give their communications solutions from the hand and refer to as external service - as well as in IT. Security concerns play an important role: Since at UC not only many sensitive data but also voice communication routed through a few servers, the risk of failure or unauthorized access by third parties seems particularly high.

Shared Services Some SMEs have been working with UC Shared Services. A shared service center offers medium-sized businesses several advantages:

• cost reduction: the cost of server infrastructure significantly reduced. For many small businesses, modern ICT solutions will result in the first place economically. The central administration of the UC solution also reduces operational costs.
• Flexibility: For UC and VoIP services are also available to other sites, is only a network connection to the Shared Service Center needed. Thus, entrepreneurial growth strategies are easier to implement because new branches will be procured for little additional infrastructure needs.

This assumes, of course, that wherever the company operates or plans to expand to provide the system operator lines are available can. The UC solution itself must be sufficiently scalable. For real-time communication also ensures high quality of service particularly important postulates Berlecon - it should by the network operator on the basis of service level agreements can be guaranteed. Because at UC data, voice, instant messaging, and possibly even video over a common IP network are routed.

intermediate step toward outsourcing? companies that implement shared services, collect valuable experience with VoIP and UC as a service: Communication services can be implemented efficiently without a complete ICT infrastructure in each location. This is the step that the first internal service an einen externen Partner auszulagern, immer leichter. Spätestens im kommenden Jahr werden viele Technologiehersteller und Netzbetreiber massiv mit Managed-Services- und Hosting-Angeboten auf den Markt drängen – Shared Services könnten sich ihnen als Wegbereiter erweisen.

Erwartungen und Hürden In Österreich hat das Technologie- und Organisationsberatungsunternehmen HMP kürzlich die erste österreichweite Studie zu Unified Communications veröffentlicht. In der Untersuchung befragte HMP gemeinsam mit dem Report Verlag heimische CEOs und CIOs nach den Einschätzungen, Bedürfnissen und Hürden zum Thema Unified Communications. 225 Manager aus den unterschiedlichsten Branchen gaben dabei Einblick in the current situation of their company. HMP manager Thomas Schmutzer ". Is quite clear the study shows that UC is primarily used for the improvement of customer services and internal processes"

The major expectations of UC solutions in the improved internal collaboration (64 percent) and lower total cost (47 percent) are set. The use of UC in Customer Care / Support will be assessed 83 percent of participants in the most effective. Other top selling ranges are used (60 percent) and administration (50 percent). The largest sources of savings seen by UC 60 percent of respondents in the acceleration of business processes. Thus, future Investment in process improvement through the anticipated savings will be justified

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Part 1: The needs of the domestic economy in communications solutions.

Austrian companies on the benefits of unified communication well informed and know that in reactions of new communications solutions above all is important. The to the will of the people on his side. In an Austria-wide study of expectations and investments in unified communications for the first time the local communications landscape has been depicted with their needs and barriers. The technological and organizational consultant HMP Consulting surveyed in autumn 2010 together with the report, companies in Austria. Total of 225 decision-makers gave online information about Unified Communication (UC) in their company. The participants come from different industries, most are the areas of IT and telecommunications (47.6%) and Government (12.4%) represented. By revenue size in the survey are the most represented companies with a turnover of ten million euros. is "That the majority of the respondents at senior management level, responsible for UC, shows how serious the issue is taken," said Hellmuth Leinfellner, HMP. The involvement of employees as donors in the input according to experts, a further central point of the study dar. "These employees know the existing systems and the associated problems or detours in communication with colleagues, suppliers or customers "," white Leinfellner to their role as opinion leaders and also "lead users. They belong essentially to incorporate the successful implementation of ICT solutions.

But understand what the domestic companies under unified communication anyway? (See box below definition.) This question is answered in the study but with a clear majority of 53.3% with "fusion of IT and telecommunications." The interpretation of dominance suggests a high level of knowledge of participants through an already intense preoccupation with the Close topic. 15.9% was the second most "simplified communications" referred to as the ideal description for UC. The "integration of communication" in the corporate world is of 11.8% was deemed appropriate description.

expectations

companies naturally have certain expectations when an investment is made - were therefore also the greatest expectations of a unified communications solution queried. Most clearly an "improved cooperation" of 64.1% of the participants is expected. Only in second place rank the expectations of lower costs at 47.2%. "This finding is rather been surprising, "says CEO Thomas HMP Schmutzer. "Prior to the study, we hypothesized that UC solutions are best understood as a vehicle to reduce costs - and further properties rather than positive add-ons seen. The refutation of this theory but leaves one to conclude that participants do not understand the UC than just a cost cutting tool. Among decision-makers are therefore the most employee-related aspects of working in companies in the foreground and not "monetary aspects, concludes Schmutzer.

applications

The makers should further the areas mentioned in their company, would benefit by a UC deployment probably the most. The overwhelming share of 83% called customer service and support as the biggest beneficiaries of unified communications systems. The customer and the service are therefore of most companies in the first place. In the areas of trade, Transport, Tourism and Non-Governmental Organizations of this area as particularly important for UC projects was emphasized. The lowest rating of the customer service it with 50% in the health sector - Unified Communication with there not just to recovery of the patient, the actual business process in this industry, at, but is rather a means of communication between employees.

Distribution - also an area with high customer contact - will benefit in the opinion of 60.4% of people surveyed by UC. Interestingly, in third place after these two customer-oriented areas of the purely internal area of \u200b\u200badministration, for half (50%) of all respondents can be simplified by UC or accelerated.

media in use

The large majority of 75.8% of decision makers indicated that their employees are already own collaboration tools. Only in 24.2% of organizations do not have collaboration tools used by employees - or the respondents are not explicitly aware of it. With increasing number of employees, the number of "no" - ie those that do not use such tools independently. This is due to the fact that companies now use this size usually have their own systems and tools for collaboration and communication.

Why UC has not been introduced

The most common reason why unified communications has not yet been introduced in the company, "more important issues" with 74% was specified. In the group to ten million euros with 40.4% indicated that there are no reasons why unified communications has not implemented was. It is interesting that represent the other issues such as security, internal skepticism, effort, lack of experience or partner / provider less relevant reasons. IT security is actually only the smallest and the largest sales category for more than 25% of the reason that speaks against a UC deployment.

"Nevertheless, respondents see the potential but, as one might improve IT security. As is known to all points of view of time raising awareness among staff for handling the communication as the most frequently cited measure of the respondents to minimize IT risk, this should be by an accompanying change management during implementation of UC employees be brought closer, "said Schmutzer.

awareness of UC providers

The popularity of unified communications party was also collected. Microsoft is specified by 69% of study participants as well-known provider. Cisco follows with 57%, and, surprisingly, Telekom Austria is the number three with 53%. It is noteworthy that a local provider, it creates the perception already in third place at a very young subject such as UC. Communications giants like Skype, Google & Co are referenced in the perceptions of participants on the Austrian positions four and five. A similar picture emerges in the ranking of the UC system integrators or operators: Telekom Austria (56.4%) is also in this ranking top dog in front of other international players - as it were, a "local hero". Kapsch - also a local communications specialist - follows closely in second place with almost 53%.

Thomas Schmutzer, HMP, "the number one topic at UC is the process optimization, before cost savings,"

industry-specific needs

Trade is mostly (80% of. participants in the industry) would be interested to improve internal communication. Diaes means optimizing the existing Communication processes with regard to location and independent media work. Not only cooperation but also access to cheaper means of communication to be considered here. In companies with multiple locations or more international IP telephony communications can be used to bypass roaming charges.

For 71% of the industrial sector in the area of \u200b\u200bcollaboration and conferencing particularly interesting. This area includes audio and video conferencing, screen and application sharing, white boarding, and e-learning. Screen-and-application sharing systems for this sector is particularly interesting because they allow several employees together auf gleiche Daten (wie etwa Konstruktionspläne oder Skizzen) zuzugreifen und trotz geografischer Distanz zu einem gemeinsamen Verständnis zu kommen.

Der Tourismussektor sieht drei wesentliche Kriterien, die eine Unified-Communication-Lösung berücksichtigen soll: Presence Information, interne und externe Kommunikation. In diesem kommunikationsintensiven Dienstleistungsbereich ist es wichtig, effizient mit seinen Lieferanten und auch intern mit Kollegen kommunizieren zu können.

Banken und Versicherungen haben beide jeweils die Prozessoptimierung in den Vordergrund der Anforderungen an UC gestellt. Die IKT-Unternehmen sehen die höchsten Anforderungen an UC in der Kommunikation mit Partnern, Lieferanten und Kunden.

corporate culture

order a company's culture as possible to collect well have been called several questions regarding cooperation. The high importance of teamwork and remote working are the statements that apply to the majority of all forms of organization. The greatest potential for entry into UC is to support those aspects that are most pronounced in the corporate culture of their customers.

investment behavior

The industries represented in the study shows a consistently mixed picture in their past investment in terms of UC. The industries of tourism, Handel, Industrie und IKT-Unternehmen hatten die meisten Investitionen getätigt. Besonders spannend für Anbieter von UC-Lösungen dürften die Gesundheits- und die Versicherungsbranche sein. Diese beiden Branchen haben in den letzten 24 Monaten laut ihren eigenen Angaben relativ wenig in Kommunikationslösungen investiert, geben aber gleichzeitig an, sehr hohe Summen in Zukunft in die Verbesserung der Kommunikation – mit Fokus auf Prozessoptimierung – stecken zu wollen.

Für die nächsten 24 Monate gaben 40,6% der Befragten an, dass sie primär in die Prozessoptimierung durch Unified Communication investieren wollen. Es stehen bei dieser Investition die einfache und schnelle Erreichbarkeit sowie die effiziente Kontaktaufnahme und der automatisierte Datenabgleich im Fokus. Die Investitionen in die externe und die interne Kommunikation liegen in etwa gleich auf (34,1 und 32,9%). Investitionen in Tools für Presence-Informationen scheinen in Österreich derzeit nicht en vogue zu sein – lediglich knapp 12% überlegen, Geld hierfür auszugeben. Auf die Frage, wie hoch das Investitionsvolumen für Unified Communication des Unternehmens eingeschätzt wird, gaben 27,6% an, dass bis zu 50.000 Euro investiert werden. Mit Ausnahme jener 36%, die keine Angaben zur Höhe der Investition machten, stellen sie die größte Gruppe dar.

Die Studie gibt es in Kurzform unter:   www.hmp-consulting.com/service/

>> What is Unified Communication?
Unified Communications (UC) aim to make the productivity since the brakeman degenerate communication via mobile, landline, fax, SMS, e-mail, social networks and collaboration tools to resume effective and manageable. The use of UC means for the individual the right person in a company for its concern to achieve best possible way. More efficient communication by choosing the right channel and faster retrieval of information can increase employee productivity.

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