For Infrastructure & Operations Professionals

Unified Communications Vendor Selection Criteria

Many Categories Of Products Make Vendor Selection Challenging

by Elizabeth Herrell, November 6, 2009

Unlike most commercial software applications that have a preset number of features, unified communications (UC) provides a software framework for linking multiple discrete applications on a common platform. UC integrates enterprise mobility, conferencing, . . .

For Vendor Strategy Professionals

Cisco Continues Its March On Collaboration Strategy

Decision To Acquire Tandberg Is About More Than Just Video

by Henry Dewing, October 6, 2009

Cisco has made an approved offer to acquire Tandberg, promising to develop an integrated, unified, video-centric collaboration capability and foment the creation of a new market for unified collaboration solutions. Cisco continues its march to deliver . . .

For Sourcing & Vendor Management Professionals

Mobility User Profiles, Apps, And Devices  (98 KB XLS)

by Brownlee Thomas, Ph.D., September 9, 2009

This workbook contains an overview of mobility user profiles (user job roles and tasks, locations, applications, devices, access and support requirements), as well as mobile applications by role (mobile applications supported) and mobile devices by role . . .

For Infrastructure & Operations Professionals

Get A Good Start With Unified Communications

Upfront Planning Ensures A More Effective Deployment

by Elizabeth Herrell, August 12, 2009

While many businesses express high interest in deploying unified communications (UC), they often struggle to advance their plans. They face challenges developing their UC business case and getting the executive attention and commitment for UC upgrades. . . .

For B2B Market Research Professionals

The State Of Enterprise Networks And Telecommunications: 2009

Business Data Services North America And Europe

by Ellen Daley, August 7, 2009

This document gives highlights of an extensive data set collected across North American and European enterprises via our Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2009. Even given the current economic crisis, . . .

For B2B Market Research Professionals

North American Unified Communications Adoption Trends: 2009  (466 KB PPT)

by Henry Dewing, August 7, 2009

Using data from BDS' Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2009 survey, Forrester Research looks at unified communications (UC) trends in North American firms.

For B2B Market Research Professionals

The State Of SMB Networks And Telecommunications: 2009

Business Data Services North America And Europe

by Ellen Daley, August 7, 2009

This document gives highlights of an extensive data set collected across North American and European firms via our Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q2 2009. Even given the current global economic crisis, . . .

For Vendor Strategy Professionals

The Real Value Of Virtual Worlds

A Guide For Hooking Business Customers And Partners With This New Technology

by TJ Keitt, July 28, 2009

From the point of view of most business leaders, the utility of virtual worlds in business is not apparent. Heretofore, virtual world vendors have not done a particularly good job articulating the value because many are wrongly trying to set up their . . .

For Vendor Strategy Professionals

UC Deployments Miss The Mark

Give Buyers Hard Financial Results

by Henry Dewing, July 8, 2009

Forrester's recent network and telecom survey of buyers identified a troubling trend: Some early adopters of unified communications (UC) solutions are not deriving the benefits they expected for key stakeholders within the business. Unified communications . . .

For Infrastructure & Operations Professionals

The Forrester Wave™: Premise-Based IVR/Voice Portals, Q2 2009

Genesys Leads, With Avaya And Cisco Systems Closely Following

by Elizabeth Herrell, June 17, 2009

In Forrester's 52-criteria evaluation of IVR/voice portal premise-based offerings, we found that Genesys, Avaya, Cisco Systems, and Nortel Networks lead the pack. These vendors deliver innovative solutions with advanced capabilities on their end-to-end . . .

For Infrastructure & Operations Professionals

The Forrester Wave™: Network-Based IVR/Voice Portals, Q2 2009

Tellme And Nuance Are Leaders, With Verizon And Voxeo Close Behind As Strong Performers

by Elizabeth Herrell, June 15, 2009

In Forrester's 53-criteria evaluation of network services providers for IVR/voice portal (VP) vendors, we found that Tellme and Nuance lead the pack with their all-inclusive platform support for advanced capabilities and innovative solutions. Verizon . . .

For Technology Sales Enablement Professionals

Help Sales Teams Connect With Buyers By Mining Quantitative Survey Data

How Surveys Like Forrester's Business Data Services Can Inform One-On-One Sales Conversations

by Eric G. Brown, Emily Van Metre, June 11, 2009

Sales teams know plenty about your offering and capabilities — and little about the people they try to sell them to. Valuable sales conversations, the kind that your top salespeople have that bring in the lion's share of your revenue, start with a good . . .

For Infrastructure & Operations Professionals

TechRadar™ For IT Infrastructure And Operations Professionals: Branch Office Technologies, Q2 2009

Core Technologies Ripe For Consolidation And Centralization

by Chris Silva, May 26, 2009

As businesses look to IT for the efficiencies, savings, and streamlining that will improve the bottom line, consolidation of branch office infrastructure represents a distributed but easy-to-optimize area of IT infrastructure. All the technologies included . . .

For Infrastructure & Operations Professionals

Inquiry Spotlight: UC IVR And IP Contact Centers, Q2 2009

by Elizabeth Herrell, April 23, 2009

The landscape for unified communications (UC), interactive voice response (IVR), and Internet protocol (IP) contact centers is talked about constantly. Forrester answered the inquiries of numerous end users from February 2008 to February 2009 on these . . .

For Infrastructure & Operations Professionals

The 2009 Outlook For Unified Communications In Europe

by Phil Sayer, March 24, 2009

Forrester survey data on unified communications (UC) from Q1 2008 showed great enthusiasm for UC, with 81% of European enterprises reporting that they were at some stage in a UC implementation. Since then the world has changed beyond recognition, with . . .

For Vendor Strategy Professionals

Future View: Mobile Unified Communications Demand And Evolution, 2009 To 2014

Revenue Growth Will Follow As Vendors Facilitate Easier Integration

by Michele Pelino, March 19, 2009

Today, few enterprises integrate unified communications (UC) functions with mobile applications because most companies do not yet understand the value proposition of mobile UC integration. We believe that UC integration into mobile line-of-business (LOB) . . .

For B2B Market Research Professionals

Market Overview: Sizing Unified Communications

Stalled Market Blossoms To $14.5 Billion In 2015 As Barriers Fall

by Henry Dewing, February 5, 2009

Forrester forecasts that the market for unified communications within enterprises in North America, Europe, and Asia Pacific will reach $14.5 billion in 2015. Unified communications (UC) is an important, innovative capability that IT buyers and business . . .

For Business Process & Applications Professionals

The Economic Necessity Of Customer Service

Five Recession-Busting Strategies To Cut Service Costs And Increase Sales

by Natalie L. Petouhoff, Ph.D., Sharyn Leaver, Andrew Magarie, January 21, 2009

In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on? Top customer service . . .

For Vendor Strategy Professionals

Predictions 2009: What's In Store For Unified Communications?

Business Value And Delivery Models Key To Future Growth

by Henry Dewing, January 20, 2009

2008 saw most firms finally understand what unified communications (UC) means. Now, the conversation has shifted to the specific value UC provides firms — particularly in a tight economic environment. Today and into 2009, we expect UC trials at firms . . .

For Infrastructure & Operations Professionals

Which UC Vendor Offers The Best Value Proposition?

Look For Vendors That Best Align With Your Business Goals

by Elizabeth Herrell, January 7, 2009

Selection of a unified communications (UC) vendor requires organizations to look closely at each provider's approach to market and value proposition. All leading UC vendors offer diverse portfolios, which lets organizations compare UC solutions and decide . . .

For Infrastructure & Operations Professionals

Take A Close Look At UC Applications

How Vendors Compare On Integrated Messaging, Collaboration, And Presence

by Elizabeth Herrell, January 6, 2009

A major concern for organizations planning unified communications (UC) projects is how to justify their cost during times of budget constraints. By fully understanding the capabilities of UC applications, IT managers can better determine how these applications . . .

For Infrastructure & Operations Professionals

Evaluating UC Vendors On Key Applications

How Vendors Stack Up On Voice/Desktop Call Control, Mobility, And Conferencing

by Elizabeth Herrell, December 22, 2008

Organizations considering unified communications (UC) solutions often find the vendor landscape overwhelming. During an economic slowdown it's more important than ever to invest in solutions that mirror the short-term and long-term goals of your company. . . .

For Vendor Strategy Professionals

Will Unified Communications Make Virtual Worlds Relevant To Business?

Yes, But It Won't Be Overnight

by TJ Keitt, Henry Dewing, October 31, 2008

Virtual worlds have consistently struggled to demonstrate their relevance to business leaders. Problems with the stability of the technology, lack of compelling case studies, and failure to integrate other business tools have all served to exacerbate . . .

For B2B Market Research Professionals

Enterprise Unified Communications Adoption Outlook  (194 KB PPT)

by Henry Dewing, October 8, 2008

Enterprises report on their adoption of unified communications solutions, their ability to make the business case for UC, and which budget resource their US purchases come from.

For B2B Market Research Professionals

SMB Unified Communications Adoption Outlook  (188 KB PPT)

by Henry Dewing, October 7, 2008

SMBs report on their adoption of unified communications solutions, the value of UC for their company, which budget resource their US purchases come from, and how interested they are in buying a UC as a managed service.