Wave Report

The Forrester Wave™: Personal Communications Services, Q3 2013

The Rise Of Personal Communications Tools In The Enterprise

September 18th, 2013
With contributors:
Pascal Matzke , Enza Iannopollo , Stefan Ried, Ph.D.


Empowered employees are embracing personal cloud-based communications and collaboration services, like Skype or Facebook Messenger. Any empowered employees expect to use these collaboration channels increasingly in their work environment. In addition to CIOs, empowered employees, line-of-business managers, and IT managers can benefit from reading our Forrester Wave™ evaluation. None of these parties can afford to ignore the opportunities for better collaboration or the security and compliance risks. This evaluation assists IT and business leaders in developing a strategy for dealing with personal communications services in the enterprise environment. In Forrester's 41-criteria evaluation of personal communications services, we identified 10 significant services/solutions vendors — Cisco Systems, Facebook, Google, Jitsi, LogMeIn, Rebtel Networks, RingCredible, Microsoft, T-Mobile, and Yeloworld — and researched, analyzed, and scored them. This report details our findings about how well each vendor fulfills our criteria based on three different scenarios. Each scenario outlines where these vendors stand in relation to each other to help businesses embrace the most appropriate vendors for their communications services.

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