Executive Summary (This is a document excerpt)

IBM's commanding market share in IM and email puts the company in an excellent position to win a substantial share of the unified communications (UC) market. How will it differentiate? With its customer-first design and development strategy, which will keep it lock-step with what firms want. This, coupled with its ability to interoperate, will help IBM deliver UC services easily to business processes to unlock real return on investment (ROI). Competitors, such as Microsoft, Google, and Cisco Systems, will pose threats to IBM with comparable feature sets, extensive delivery mechanisms, and tight integration of their solution offers. IBM's position as a technology leader will provide a firm platform for repelling these attacks as long as it stays the course with its customer focus and demonstrates the value of the IBM brand and experience in unifying communications and collaboration to drive business value.

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